Continence Care Coordinator - Libertyville, IL (Hybrid)

We Make Life More Rewarding and Dignified 

Location: ​Libertyville​
Department: ​ 

 

Summary:

The Continence Care Coordinator will be responsible for facilitating and building ongoing relationships with healthcare professionals that service catheter users for the purpose of driving advocacy of the Navigator program in the facility. This position will provide supplier match expertise to the entire country. Additionally, the Continence Care Coordinator will be responsible for driving the supplier matches at a national level for those new enrollments who need a trusted supplier as indicated by their health care professional.

 

This position is based in our corporate office in Libertyville, IL. The working hours will be Monday – Friday, 8 AM – 5 PM CST. Hollister Incorporated operates in a hybrid-working environment with a minumum requirement of 3 days in office weekly, one of which is Wednesdays.

 

Responsibilities:

Service Execution – 70%

• Process and/or facilitate all Navigator requests from healthcare professionals in field sales covered regions.
• Ensure all new enrollments are handled promptly and accurately.
• Maintain up-to-date product, process and systems knowledge to ensure appropriate processes are followed.
• Follow appropriate call prompts and scripting to ensure accurate and consistent communication with customers.
• Maintain a collaborative relationship with all Territory Managers within their assigned regional territory for Navigator services.
• Actively support all processes and protocols related to Navigator.
• Analyze reports related to Navigator growth and new enrollment opportunities.
• Outbound contact healthcare professionals to educate on benefits of Navigator.
• Be an expert on procedures to protect Personal Health Information (PHI) and help other team members understand these procedures.
• Maintain ongoing competitive product knowledge.

 

Inbound Supplier Match (20%)

• Help manage all inbound Continence Care nurse/patient calls to toll-free Hollister phone numbers.
• Provide a seamless supplier match experience to those new enrollments who have been identified as needing a supplier.
• Review their options within the supply match tool and reinforce patient rights as they pertain to both product selection and supplier obligations.
• Adhere to product performance reporting processes.

 

Additional Responsibilities– 10%

• Work cross-functionally as needed with teams, including product development and quality, to gather feedback from consumers and contribute to product improvements.
• Attend and actively participate in team meetings as necessary.
• Actively participate in all scheduled customer service or sales training activities.
• Share and participate in best practice sessions with team members.
• Participate in special projects identified by your supervisor.

  

Essential Functions of the Role:

• Ability to wear a headset.
• Ability to operate a computer and utilize standard office equipment.

• Ability to sit for long periods of time (6-8 hours).
• Ability to operate under compliance guidelines associated with being in a healthcare environment.

 

Work Experience Requirements:

• Number of Overall Years Necessary: >1 year
• Demonstrated ability to exercise judgment independently.
• Customer service, inside sales, collections or other call center experience preferred.
• Work related experience in the health care industry preferred.

 

Education Requirements: 

• Bachelor’s degree required.

 

Preferred Specialized Skills/Technical Knowledge:

• Computer knowledge including Microsoft Word, Excel, Outlook, Web-based applications, Salesforce.com, Five9, and Windows-based navigation.
• Consultative selling skills.