Sr. Customer Care Experience Advisor

Abbott is a global healthcare leader that helps people live more fully at all stages of life. Our portfolio of life-changing technologies spans the spectrum of healthcare, with leading businesses and products in diagnostics, medical devices, nutritionals and branded generic medicines. Our 115,000 colleagues serve people in more than 160 countries.

     

JOB DESCRIPTION:

Position Overview

The Sr. Customer Care Experience Advisor is responsible for driving the successful use of technology and positive agent experience across Customer Care. A focus on continuous operational workflow improvement and close collaboration with internal and external teams is required to drive positive outcomes and enhancements of software that are essential for the success of our agents and clients.

Before the implementation of any new system release, program, initiative, and onboarding of new products within Customer Care, this role will provide project management support to ensure resource, process and workflow impacts are appropriately accounted for. The Sr. Customer Care Experience Advisor will anticipate roadblocks and challenges to proactively strategize a plan to mitigate risks and ensure operational workflows are optimized and automated to enhance customer experience.

Essential Duties

Include but are not limited to the following:

• Coordinate system and application upgrades/project scope definition, resource management, and timeline planning to achieve a high level of performance and quality in delivering upgrades/projects that provide exceptional business value.

• Communicate effectively and represent business needs as a liaison with Customer Care management and leadership teams and external department collaborators (e.g., Training, Epic Analysts and Project Managers, Customer Experience).

• Proactively identify areas for technological efficiencies to enhance user and customer experience.

• Partner with Operations Improvement when gaps are identified in operational workflows to evaluate technology options.

• Maintain STEM and ServiceNow requests to assure ticket resolution.

• Collaborate with the Business Systems Manager for Five9 & Calabrio on system-related gaps and potential enhanced functionality.

• Support onboarding of new products.

• Act as project lead and take accountability for project success and goals.

• • Contribute independent thought to tactical planning and execution efficiencies.

• Function predominantly as an individual contributor while also working in a team environment.

• Collaborate and participate in user feedback committees to ensure business impacts are captured for user requests.

• Design, manage, and track milestones and timelines related to integration of systems, platforms, and applications.

• Utilize and apply Lean Six Sigma methodology.

• Demonstrate strong analytical and multitasking skills in a fast-paced, time-sensitive environment.

• Resolve conflicts and overcome obstacles effectively.

• Exercise mature judgment regarding when to handle queries directly and when to escalate.

• Incorporate manager and customer insight into best practices.

• Demonstrate excellent listening and soft skills.

• Uphold company mission and values through accountability, innovation, integrity, quality, and teamwork.

• Support and comply with the company’s Quality Management System policies and procedures.

• Maintain regular and reliable attendance.

• Ability to lift up to 20 pounds for approximately 5% of a typical working day.

• Ability to work seated approximately 50% and standing approximately 50% of a typical working day.

• Ability to work on a mobile device, tablet, or computer screen and/or perform typing approximately 100% of a typical working day.

Minimum Qualifications

• Bachelor’s degree in business administration or related field; or high school diploma/GED and 4 years of relevant experience in lieu of Bachelor’s degree.

• 2+ years of experience working with Epic software or related systems and applications.

• In-depth understanding of clinical data and ability to convey sales and marketing messaging.

• Strong knowledge of customer service practices and principles.

• Proficient in Microsoft Office, including Excel, and customer service systems.

• Superb follow-through and relationship management skills.

• Demonstrated ability to perform the essential duties with or without accommodation.

• Authorization to work in the United States without sponsorship.

Preferred Qualifications

• Epic certification

• Lean Six Sigma certification

     

The base pay for this position is

$78,000.00 – $156,000.00

In specific locations, the pay range may vary from the range posted.

     

JOB FAMILY:

Customer Service

     

DIVISION:

ONCO Cancer Diagnostics

        

LOCATION:

United States > Madison : 1 Exact Lane

     

ADDITIONAL LOCATIONS:

     

WORK SHIFT:

Standard

     

TRAVEL:

No

     

MEDICAL SURVEILLANCE:

Not Applicable

     

SIGNIFICANT WORK ACTIVITIES:

Continuous sitting for prolonged periods (more than 2 consecutive hours in an 8 hour day), Keyboard use (greater or equal to 50% of the workday)

     

Abbott is an Equal Opportunity Employer of Minorities/Women/Individuals with Disabilities/Protected Veterans.

     

EEO is the Law link - English: http://webstorage.abbott.com/common/External/EEO_English.pdf

     

EEO is the Law link - Espanol: http://webstorage.abbott.com/common/External/EEO_Spanish.pdf