Abbott is a global healthcare leader, creating breakthrough science to improve people's health. We're always looking towards the future, anticipating changes in medical science and technology.
The Opportunity This position works out of our ADPI location in the Abbott Rapid Diagnostics, Consumer Services and Products division. Our rapid diagnostics solutions are helping address some of the World's greatest healthcare challenges.
As the Professional Services Representative, you'll provide support to existing customers. You will be responsible for following up, inquiring, and obtaining complete documents necessary for a customer to participate in our program. These could be, but are not limited to, prescriptions, PCP referrals, medical records requests, etc.
Primary Responsibilities Handles inbound and outbound calls to provide service.Assists clients with the process of completing documentation to ensure quality and mandatory requirements are met for customers in our service.Collaborates with the customer to obtain complete prescriptions, PCP referral requests, and medical records, as required by the verification of benefits process.Responds to incoming facility inquiries via telephone, written, and electronic requests in a prompt and courteous manner.Prepares a standardized suite of facility reports including: pipeline reports, encounters reports, business reviews, and patient rosters.Helps resolve service problems by clarifying the customer's complaint; selecting and explaining the best solution to solve the problem; expediting resolution; and documenting all complaints per corporate standards.Handles inquiries from other internal departments by contacting a healthcare provider to resolve a variety of service requests.Maintains subject matter expertise and uses resources effectively regarding Alere Home Monitoring services.Utilizes Salesforce.com and company databases to capture, report, and maintain accurate and relevant patient information.Follows all regulatory policies, procedures, privacy, and security standards in accordance with government agencies including all HIPAA requirements.Required Qualifications Effective problem-solving techniques.Ability to make decisions while following company procedures and governmental guidelines.Goal-oriented and results-focused.Ability to organize activities and meet set deadlines.Professional written and verbal communication skills.Detail-oriented.Strong computer/software skills.Organization and time management skills.Superior customer service skills.High degree of professionalism.Maintains a culture of accountability.Preferred Qualifications Associates/Bachelor's degree.3 to 5 years of customer service experience (clinical experience preferred).Physical Requirements Must be able to work sitting down for extended periods.Must be able to work with a computer and multiple computer screens for extended periods.No lifting over 10 pounds required without assistance.
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