VAD Watch Customer Service Representative

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 122,000 colleagues serve people in more than 160 countries.

     

JOB DESCRIPTION:

Job Title

VAD Watch Customer Service Representative

Working at Abbott

At Abbott, you can do work that matters, grow, and learn, care for yourself and your family, be your true self, and live a full life. You’ll also have access to:

• Career development with an international company where you can grow the career you dream of.
• Employees can qualify for free medical coverage in our Health Investment Plan (HIP) PPO medical plan in the next calendar year.
• An excellent retirement savings plan with a high employer contribution.
• Tuition reimbursement, the Freedom 2 Save student debt program, and FreeU education benefit - an affordable and convenient path to getting a bachelor’s degree.
• A company recognized as a great place to work in dozens of countries worldwide and named one of the most admired companies in the world by Fortune.
• A company that is recognized as one of the best big companies to work for as well as the best place to work for diversity, working mothers, female executives, and scientists.

The Opportunity:

This position works out of our Lake Mary location in the Acelis Connected Health Heart Failure division.  Acelis Connected Health is part of Abbott’s Diagnostics family of businesses, bringing together exceptional teams of experts and industry-leading technologies. The VAD Watch Telemonitoring Service / Customer Service agent is within our Rapid Diagnostic division located in our Livermore, CA office. 

In this role, you will work with customers that have a mechanical heart implant. We are seeking an energetic and outgoing individual who will have a caring approach to every customer, especially during our high call volumes and when handling customer issues. This position represents our first impression the customer will have with our VADWatch program and VAD Customer service department. You will be taking both inbound and outbound calls that assist our customers with supply orders, demographic changes, and insurance updates. Our candidate will support our new customers by welcoming them to our VADWatch program and training them on how to successfully use the VADWatch Remote Monitoring equipment, aid in monthly follow-up calls, and provide support to retain our customers. Our candidate will create vendor orders for both equipment and supplies that meet the prescription provided by the VAD clinic.

What You’ll Work On

•    Maintain a customer base in the Remote Patient Monitoring platform
•    Accountable for VW enrollment calls and equipment training / set up
•    Accountable for Compliance follow up
•    Conduct customer monthly calls
•    Place supply and Equipment orders
•    Follow up with Vendors as necessary
•    Ability to work reports and follow through on orders placed
•    Ordering, Shipping, Confirmation of Delivery and RMA if needed
•    Perform outbound calls to customers to notify of shipping issues such as a delay or missing information.
•    Resolve or report any problems that may occur.
•    Assist with implementation of work flow productivity improvements.
•    Follow all regulatory policies and procedures, privacy and security standards in accordance with Government agencies to include HIPAA requirements.
•    Understand and adhere to all business processes and procedures.
•    Maintain a culture of accountability.
•    Adhere to the department metric standards set by your supervisor or manager.

Required Qualifications

• Minimum of One year of Customer Service experience

• MS Office knowledge

• Ability to use thinking and reasoning skills to solve problems as well as work with other teams within the VAD department to successfully accomplish daily tasks

Preferred Qualifications 

• Associate degree or equivalent work history
• Prior experience in a medical, healthcare, or clinical environment.
• Working knowledge of iOS and Android operating systems, including basic device troubleshooting and support.
•  Some data processing experience preferred
• Spanish Speaking Preferred 

Physical Requirements
•    Ability to sit for extended periods of time

Competencies
•    Excellent interpersonal and phone etiquette skills
•    Detail & Team Oriented
•    Professional communication Skills
•    Excellent Time Management Skills

Learn more about our health and wellness benefits, which provide the security to help you and your family live full lives:  www.abbottbenefits.com

Follow your career aspirations to Abbott for diverse opportunities with a company that can help you build your future and live your best life. Abbott is an Equal Opportunity Employer, committed to employee diversity.

Connect with us at www.abbott.com, on Facebook at www.facebook.com/Abbott, and on Twitter @AbbottNews.

     

The base pay for this position is

$19.05 – $38.15/hour

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

     

JOB FAMILY:

Customer Service

     

DIVISION:

HF Heart Failure

        

LOCATION:

United States > Lake Mary : 1101 Greenwood Boulevard

     

ADDITIONAL LOCATIONS:

     

WORK SHIFT:

Standard

     

TRAVEL:

Not specified

     

MEDICAL SURVEILLANCE:

Not Applicable

     

SIGNIFICANT WORK ACTIVITIES:

Continuous sitting for prolonged periods (more than 2 consecutive hours in an 8 hour day), Continuous standing for prolonged periods (more than 2 consecutive hours in an 8 hour day), Continuous walking for prolonged periods (more than 2 hours at a time in an 8 hour day)

     

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