Work options: Remote
This role is 100% Remote.
Title: Customer Service Tech
Location: Austin, TX
Duration: 6 Months (Possibility of Extension/Conversion)
100% Remote
Shift Time : 9am to 5:30pm
Job Summary
Patient Support Specialist (Therapy Navigator). We are seeking an experienced patient support representative to join the Abbott Therapy Navigation Team for Abbott's industry-leading chronic pain and neurological disorder therapies portfolio.
As a core member of this team, you will be responsible for building and developing patient relationships that will promote therapy and product support, brand loyalty, and assist the overall department in achievement of excellent customer satisfaction. This position will join a growing team focused on executing patient education strategies.
The Therapy Navigation Team Associate will require an overall ability to develop strong relationships both internally and externally, work as a team to achieve department goals/KPIs and be a strong contributor to our mission of patient support.
Top 3 Skills
- Must have previous inbound/outbound call center experience.
- Three (3) years of sales/marketing/patient support experience
- General Microsoft office and PC skills a must.
Job 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.
Education & Qualifications
- Associate Degree in Business, Communications or Science.Experience can be substituted for degree.
- Previous Salesforce experience a plus.
- Must be able to contribute to team ideas and complete projects on a smaller scale.
- Requires ability to contribute to the overall team direction, make recommendations, and advocate on behalf of the patient.
- Ability to work in a highly matrix and geographically diverse business environment.
- Knowledge/ability to navigate in general PC environment.
- Requires strong written and oral communication skills.
- Must be able to understand technical and scientific information.
- Must be able to multitask while speaking to callers and toggle between programs.
- Medtech experience preferred but not required.
- Strong organizational and follow-up skills, as well as strong attention to detail.
- Ability to maintain regular and predictable attendance.
Consultants Eligible Benefits Upon Waiting Period
- Medical and Prescription Drug Plans
- Dental Plan
- Vision Plan
- Health Savings Account (for High Deductible Health Plans)
- Flexible Spending Accounts (Health, Limited Purpose, Dependent Care, Commuter Parking and Commuter Transit)
- Supplemental Life Insurance
- Short Term Disability (coverage varies by state)
- Long Term Disability
- Critical Illness, Hospital coverage, Accident Insurance
- MetLife Legal, MetLife ID Fraud, and MetLife Pet Insurance
- 401(k)
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, nutritional and branded generic medicines.
Working together, Abbott and Talent Solutions partner to deliver top talent for contingent roles at Abbott, building better and healthier lives. Abbott believes all employees are essential to creating life-changing breakthroughs, performing key duties to create life-changing breakthroughs.
