Customer Service Tech
Company: Horizontal Talent
Location: Austin
Posted on: August 5, 2022
Job Description:
Job Description:
- Company is a medical devices and health care company with
headquarters in the Company Park Business Center in Lake Bluff,
IL.
- Founded by Chicago physician Wallace Calvin Company in 1888 to
formulate known drugs; today it sells medical devices, diagnostics,
branded generic medicines and nutritional products, with a presence
in over 160 countries.
- The company culture places a value on innovation, diversity,
collaboration, personal development and growth opportunities.
- If you choose a career with Company, you will find yourself
continually challenged and engaged, and pushed to meet and exceed
your personal development goals.
- Your hard work will be rewarded by health programs, workplace
flexibility and benefits, which include employee and retiree
medical coverage, health and wellness programs, commuter benefits,
childcare solutions, an innovative phased retirement program and
many other world-class options.JOB DESCRIPTION
- Company 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 103,000 colleagues serve people in more than 160
countries.JOB DESCRIPTION: Patient Support Specialist (Therapy
Navigator)
- At Company, we're committed to helping people live their best
possible life through the power of health.
- For more than 125 years, we've brought new products and
technologies to the world in nutrition, diagnostics, medical
devices and branded generic pharmaceuticals that create more
possibilities for more people at all stages of life.
- Today, 99,000 of us are working to help people live not just
longer, but better, in the more than 150 countries we serve.The
role
- We are seeking an experienced patient support representative to
join the Company Therapy Navigation Team for Company
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 newly formed team consisting of clinical and
non-clinical personnel 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/KPI s and be
a strong contributor to our mission of patient support.Main
Responsibilities
- The Therapy Navigation Team Associate will report to the
Division Vice President, Medical Affairs, in the interim before
manager position is filled; he/she will be responsible for building
a strong relationship with patients through outbound support
calls.
- Outbound support calls to prospective patients to educate on
Company chronic pain 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 treatment center,
performs follow-up call with patients, and provides additional
information as needed.
- Ability to empathize, acknowledge and convey compassion in all
call interactions.
- The Therapy Navigation Team Associate assists in promoting the
Company 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.Qualifications
- Associate Degree in Business, Communications or Science.
Experience can be substituted for degree.
- 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. Previous
Salesforce experience a plus.
- Must be able to contribute to team ideas, complete projects on
a smaller scale, and assist in driving product sales.
- 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.
- No travel.
Keywords: Horizontal Talent, Austin , Customer Service Tech, Hospitality & Tourism , Austin, Texas
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