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Customer Service Tier 1 Specialist
2 months ago
Abbott is a global healthcare leader, creating breakthrough science to improve peopleâs health. Weâre always looking towards the future, anticipating changes in medical science and technology.
The Opportunity
This position works out of our Florida, California, and Philippines location in the Abbott Heart Failure, Acelis Connected Health business. Our Heart Failure solutions are helping address some of the Worldâs greatest healthcare challenges.
As the Customer Service Tier 1 Specialist, you will handle inbound calls in a fast paced, high volume call center. You will interact with customers to assist with questions on the use and troubleshooting of the HealthCheck application. You will also route calls to other departments based on the customerâs need. You will provide customer service by assisting with customer concerns, as well as escalating customer or product complaints to the management team. The role includes providing support, product overview and basic technology instructions. Customer Service Specialists provides general assistance, as needed, to achieve and maintain patient success and satisfaction with remote monitoring.
Principle Responsibilities
The following reflects managementâs definition of essential functions for this job but does not restrict the tasks that may be assigned. Management may assign or reassign duties and responsibilities to this job at any time due to reasonable accommodation or other reasons.
- Handling of Inbound customer calls.
- Utilizes call scripting provided when conducting patient phone calls.
- Assists customers with application questions.
- Promotes use of digital platforms.
- Provides assistance in the use of digital platforms.
- Demonstrates knowledge of products used to support the patient take a more active role in their healthcare journey.
- Responsible for time management, adherence to schedule and attendance.
- Follows all regulatory policies, procedures, privacy, and security standards in accordance with government agencies including all HIPAA requirements.
Required Qualifications
- Communicate clearly and concisely, both in writing and verbally with others in a professional manner.
- Strong computer skills, proficiency navigating multiple websites and platforms.
- Proficient with Microsoft office programs and smart devices.
- Versatility, flexibility, and willingness to work within constantly changing priorities.
Preferred Qualifications
- High School diploma or equivalent
- Experience in a clinical environment
- Associate's Degree
Physical Requirements
- Must be able to work sitting down for extended periods of time.
- Must be able to work with computer and multiple computer screens for extended periods of time.
- No lifting over 10 pounds required without assistance.
