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Enovis · 5 hours ago

Client Service Associate

United States

Full-time

Remote

Mid Level

3+ years exp

Enovis Corporation is an innovation-driven medical technology growth company focused on developing solutions for better patient outcomes. The Client Service Associate role involves collaborating with various departments to provide customer support for Enovis software applications, ensuring customer satisfaction and retention through effective communication and problem resolution.

Health CareManufacturingMedicalMedical DeviceProduct Design

Responsibilities

Provides remote support to internal and external customers via ticketing, Live Chat (messaging), email, or phone to resolve issues and ensure all customer interactions are thoroughly documented in system

Responds promptly to inquiries and complaints and ensures tickets are worked efficiently to resolve issues promptly

Evaluates and Identifies trends with customers on enhancements, needs, or issues within the hardware, software, and mobile applications, collecting customer feedback, providing supporting data, and reporting on trends where appropriate

Serves as application and company ambassador in building sustainable relationships, as well as education and guidance for customers through their journey

Provides accurate, valid, and complete information to customers by conducting research and exhaustive troubleshooting to ensure proper resolution using the methods and tools provided

Independently evaluates risk of customer churn and proactively assesses customer needs to promote and educate on available offerings within the Company’s application(s) to achieve successful outcomes and customer retention

Develops and maintains a thorough knowledge of internal systems, software, and applications

Creates and maintains knowledge base articles, training documents, process maps, and technical documentation for internal and external customers

Trains internal and external customers and internal business units on best practices

Assists with functions related to customer contracting and customer invoicing processes, including, but not limited to, the following: creating, sending, and managing storage of software contracts and SOWs, escalating contract changes to designated legal team members, compiling data required for invoicing, entering invoices into Oracle, reporting/escalating issues, and managing contract data in Salesforce

Acts as a Subject Matter Expert (SME) in a designated area or application and assists in driving and managing specific tasks including, but not limited to, the following: creating and managing training and troubleshooting documentation for internal and external teams, attending and participating in designated meetings, presenting status and updates in team meetings, serving as second-level escalation for tickets or issues regarding designated area or application assigned

Demonstrates commitment to the Enovis Compliance & Ethics Program, the Enovis Code of Conduct, the Enovis Sales and Marketing Code of Conduct, the AdvaMed Code of Ethics, and all supporting and applicable regulations, policies, and procedures

Adheres to all internal Corporate Compliance guidelines, OIG, government healthcare regulations, regulatory policies and procedures, and privacy and security standards in accordance with government agencies, including HIPAA requirements

Treats Protected Health Information (PHI) with the strictest confidentiality in accordance with HIPAA standards

Acquires a basic understanding of the field to include regulatory compliance issues and adhere to these guidelines

Other duties as assigned

Qualification

Customer ServiceDME Program ManagementPatient Care ExperienceMotionMD SoftwareProject Management CertificationCommunication SkillsProblem SolvingTeam Collaboration

Required

Minimum of 3 years of experience as a Field Service Representative or equivalent position in a medical/healthcare setting, managing a DME program, required

Minimum of 3 years of experience in patient care

Experience handling patient inquiries and complaints

High School Diploma or GED required