VAD Watch Customer Service Representative

At Abbott, you can do work that matters, grow, and learn, care for yourself and your family, be your true self, and live a full life. You’ll also have access to:

• Career development with an international company where you can grow the career you dream of.
• Employees can qualify for free medical coverage in our Health Investment Plan (HIP) PPO medical plan in the next calendar year.
• An excellent retirement savings plan with a high employer contribution.
• Tuition reimbursement, the Freedom 2 Save student debt program, and FreeU education benefit - an affordable and convenient path to getting a bachelor’s degree.
• A company recognized as a great place to work in dozens of countries worldwide and named one of the most admired companies in the world by Fortune.
• A company that is recognized as one of the best big companies to work for as well as the best place to work for diversity, working mothers, female executives, and scientists.

This position works out of our Lake Mary location in the Acelis Connected Health Heart Failure division.  Acelis Connected Health is part of Abbott’s Diagnostics family of businesses, bringing together exceptional teams of experts and industry-leading technologies. The VAD Watch Telemonitoring Service / Customer Service agent is within our Rapid Diagnostic division located in our Livermore, CA office. 

In this role, you will work with customers that have a mechanical heart implant. We are seeking an energetic and outgoing individual who will have a caring approach to every customer, especially during our high call volumes and when handling customer issues. This position represents our first impression the customer will have with our VADWatch program and VAD Customer service department. You will be taking both inbound and outbound calls that assist our customers with supply orders, demographic changes, and insurance updates. Our candidate will support our new customers by welcoming them to our VADWatch program and training them on how to successfully use the VADWatch Remote Monitoring equipment, aid in monthly follow-up calls, and provide support to retain our customers. Our candidate will create vendor orders for both equipment and supplies that meet the prescription provided by the VAD clinic.

•    Maintain a customer base in the Remote Patient Monitoring platform
•    Accountable for VW enrollment calls and equipment training / set up
•    Accountable for Compliance follow up
•    Conduct customer monthly calls
•    Place supply and Equipment orders
•    Follow up with Vendors as necessary
•    Ability to work reports and follow through on orders placed
•    Ordering, Shipping, Confirmation of Delivery and RMA if needed
•    Perform outbound calls to customers to notify of shipping issues such as a delay or missing information.
•    Resolve or report any problems that may occur.
•    Assist with implementation of work flow productivity improvements.
•    Follow all regulatory policies and procedures, privacy and security standards in accordance with Government agencies to include HIPAA requirements.
•    Understand and adhere to all business processes and procedures.
•    Maintain a culture of accountability.
•    Adhere to the department metric standards set by your supervisor or manager.

• Minimum of One year of Customer Service experience

• MS Office knowledge

• Ability to use thinking and reasoning skills to solve problems as well as work with other teams within the VAD department to successfully accomplish daily tasks

• Associate degree or equivalent work history
• Prior experience in a medical, healthcare, or clinical environment.
• Working knowledge of iOS and Android operating systems, including basic device troubleshooting and support.
•  Some data processing experience preferred
• Spanish Speaking Preferred 

In specific locations, the pay range may vary from the range posted.