Operations Support Customer Liaison Specialist

Position : Operations Support Customer Liaison Specialist

Location : San Diego, CA

Duration : 12 Months

Total Hours/week : 40.00

1st Shift

Client: Medical Device Company

Level Of Experience: Mid-Level

Employment Type: Contract on W2 (Need US Citizens Or GC Holders Or OPT EAD)

Work hours flexible, but around 7am – 4:30pm w/ 30 min lunch

3 must haves on the resumes:

• Nothing technical, but experience in some sort of service request/customer-centric environment as this desk will be processing requests for internal/external customers, experience in a fast-paced/matrix driven environment (large company, med device/healthcare preferred)
• Strong analytical, deductive reasoning and organizational skills

Job Description:

Accountabilities in this role:

• Under the direction of the Manager of Operations Support, the Operations Support Customer Liaison Analyst will manage activities associated with client Customer request concerning external forms.
• This position will be responsible for facilitating the completion with Subject Matter Experts (SMEs), or direct completion of these forms in a timely and accurate manner.
• Examples of customer forms include but
• not limited to: Vendor Portal Registrations/Maintenance, Supplier Questionnaires, Company Info Requests, Disclosures/Agreements, Company Documents (W9, Banking remit info, etc), Data Requests, etc..
• This position will be responsible for request or issue escalations to get prompt resolution and appropriate business responses for the customer.
• Additional responsibilities may be delegated by the
• Operations Support management team as needed.

Essential Responsibilities:

• Manage the process of the client customer form request which includes documenting receipt of forms from all sources, forwarding/distribution of forms to SMEs, following up on forms completions, and responding to the internal and external parties or stakeholders.
• Demonstrate operational and technical competencies in relation to all client business areas applicable to this process.
• Triage the requests to appropriate designees for further processing and follow-up as necessary.
• Checking forms for accuracy and content, assuring correct information is provided to complete the customer's request correctly the first time.
• Maintain customer relations via multiple channels - written, verbal, phone calls, etc.
• Maintain position competencies through training and documentation
• Build and update central repository for all client customer form requests.
• Identify responsible department/owner to provide and complete information requested on form, including routing it for approval / signature.
• Facilitate required payment and obtain signatures as needed.
• Provide feedback to management for process automation and improvement opportunities (e.g., database systems, customer communication letters, escalations process, etc.)
• Responsible for creation and maintenance of Standard Operating Procedures/Job Aides as needed.
• Maintain expert knowledge level of the responsible functions for facilitation of customer request forms.
• Provide cross-coverage and training to peers at management request.
• Provide regular reporting to management on key metrics for the desk (cases closed, cases open, average time to close, etc.)

Other Skills:

• Ability to work with customer system administrators and clinicians
• Proven ability to maintain a professional demeanor when handling complex user issues and high-pressure situations
• Expert level knowledge of the client Customer Form Request process
• Proven ability to multi-task and seamlessly move between business unit platforms
• Excellent time management and multi-tasking skills
• Ability to take ownership and think independently, with minimal supervision
• General knowledge of producing metrics and building reports
• Strong analytical, deductive reasoning and organizational skills
• Superior interpersonal and written/oral communication skills with the ability to relate well and cooperate with others to effectively coordinate activities and accomplish goals
• Ability to work independently and with others to support strong team development.
• Ability to handle high-volume transaction environment with great attention to details
• Demonstrated aptitude for identifying creative solutions to complex customer issues. Ability to “think outside the box” and “move the needle”
• Strong personal commitment to quality, customer service, and patient safety
• Demonstrate advance skills with computer software (Microsoft Word and Excel, PowerPoint, Outlook, Internet, and other proprietary software)
• Willingness and ability to accept and take on additional projects and responsibilities, and to work overtime as requested

Qualifications:

• Bachelor's degree required and/or combination of education and relative experience in lieu of a bachelor's degree.
• Minimum 2+ years of experience in a fast-paced, matrix driven environment in a large sized corporation where status quo is always challenged.
• Minimum 2+ years of experience in the Service Request Management, Customer Relations, Metric Trending in the Medical Device/healthcare/Life Sciences Industry.
• Minimum 2+ years of experience in the following: Workflow building skills, Process documentation, and/or Process-reengineering skills.
• Minimum 2+ years of experience in a contact center or customer-centric environment
• Experience in facilitating teams and projects is a plus

Key Competencies

• Customer Focus
• Business Acumen
• Personal Courage
• Drive for Results
• Teamwork / Collaboration