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Abbott · 1 month ago

Customer Service Tech

United States

Contract

Remote

Mid Level

3+ years exp

Abbott is a global healthcare leader that helps people live more fully at all stages of life. The Customer Service Tech role involves building and developing patient relationships to promote therapy and product support, ensuring excellent customer satisfaction through effective communication and collaboration.

BiotechnologyEmergency MedicineGeneticsHealth CareHealth DiagnosticsManufacturingMedicalMedical DeviceNutritionPharmaceutical

Responsibilities

The Therapy Navigation Team Associate will report to Therapy Navigation Center Manager, who reports to Director, Post-Market Quality; he/she will be responsible for building a strong relationship with patients through educational support calls

Handle outbound and inbound support calls to prospective and current patients to educate on Abbott's chronic pain and movement disorder therapies

Effectively and articulately gathers data, provides information, and records detailed information from support calls in CRM

Collaborates with other internal departments to ensure a strong and positive patient experience

Facilitates access to the appropriate resources and performs follow-up call with patients as needed

Facilitate escalation to other departments as needed per approved workflows and call handling guidelines

Ability to empathize, acknowledge and convey compassion in all call interactions

The Therapy Navigation Team Associate assists in promoting the Abbott brand, increases product awareness and assists the overall organization in achieving its goals

Maintains positive and cooperative communications and collaboration with all levels of employees, customers, contractors, and vendors

Must comply with U. S. Food and Drug Administration (FDA) regulations, other regulatory requirements, company policies, operating procedures, processes, and task assignments

Performs other related duties and responsibilities, as needed and/or assigned

Qualification

Call center experienceSales/marketing experienceMicrosoft Office skillsSalesforce experienceMedtech experienceMultitasking abilityCommunication skillsOrganizational skillsAttention to detail