Clinical Customer Service Specialist

Fridley, MN

Humera is seeking a Clinical Customer Service Specialist for our client in Fridley - a global leader in medical technology, service and solutions. This role will provide world class customer service to the consumers, physicians and sales force through various means of communication, such as telephone (inbound and outbound) and electronic transmissions. The candidate in this position will support patient and physician marketing programs: campaigns, physician finder, connecting with an ambassador or registered nurse, and marketing events. This is a long term contract role, with potential to turn permanent!

Duties

  • Process marketing campaign demographic information by entering information obtained from inbound calls into corresponding data-entry systems
  • Develop and maintain reporting for team including analysis and presentation of data/reports to management
  • Maintain extensive working knowledge of all campaigns supporting products and therapies to understand client inquires and gather necessary information to answer broad questions and educate the caller as necessary
  • Manage program tools to ensure strong results, which may include: assigning prospective patients to patient ambassadors (implanted patients willing to share their experiences and possess a similar condition as prospective patient), scheduling prospective patients who want to converse with a nurse, informing prospective patients of informational seminars in their locality and offering to register their attendance, and utilize reports tracking patient contact and making follow-up calls at designated intervals
  • Understand and adhere to company regulations, department standard operating procedures and comply with all device tracking requirements by product and applicable patient privacy, confidentiality rules
  • Provide project or program support to a functional group or business process
  • Monitor program/project/system status, budgets and timetables
  • Apply knowledge of and experience in company operations to assist in the development, implementation and administration of program/system guidelines and procedures
  • Gather and compile information for reports
  • Provide technical support, which may include program/system training, program/system documentation, data extraction, data review, tracking and coding

Requirements

    Required
  • Bachelor’s Degree
  • 4+ years of relevant experience (call center, contact center and/or administrative experience)
  • MS Excel proficiency
    Preferred
  • 5+ proven Customer Service and/or Contact Center experience
  • Reporting and analytical skills
  • Demonstrated ability to effectively communicate, both verbal and written, with customers/patients/business partners to answer questions and to resolve issues according to department protocols and requirements
  • Proven ability to provide world class customer care with superior soft skills in a diverse and dynamic environment while maintaining confidential information
  • Demonstrated critical thinking skills to facilitate problem solving and proactive issue or conflict resolution
  • Proven ability to work independently and swiftly to produce consistent high quality and detailed work
  • Ability to generate insightful business analysis to develop actionable recommendations regarding patient support programs for marketing key stakeholders
  • Program management experience of all ongoing activities across multiple program enhancement activities
  • Advanced systems technology experience and Microsoft Office Suite programs
  • Knowledge of FDA regulations including HIPAA and patient privacy
  • Experience working with technical information
  • Experience working in medical device or healthcare industry
  • Fluent in Spanish Language

Post Date: 12.10.2019

Salary: Dependent on Qualifications

Shift: 1st

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If you would prefer to speak directly to a Humera Staffing Consultant, please call us at 612-977-1440 and reference OrderID 817716


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For more than 45 years you may have known us as Dolphin Staffing - a name synonymous with quality temporary, and direct hire employment in the Minnesota. Today we are Humera - a boutique staffing agency that specializes in the placement of the best and brightest administrative and professional talent for contract, contract to hire and direct hire opportunities. Although we have changed our name, we continue to provide flexible career opportunities across a broad range of industries and with companies large and small. We invite you to become part of our elite workforce today!

Humera Administrative and Professional Staffing is an Equal Opportunity Employer.