Customer Service Lead, Preventive Maintenance

This position works out of our Lake Mary, FL location in the Heart Failure Division. In Abbott’s Heart Failure (HF) business, we’re developing solutions to diagnose, monitor and manage heart failure, allowing people to restore their health and get on with their lives. We are seeking an experienced, high caliber Customer Service Lead. This role is responsible for providing efficient and effective service to customers and clients and maintaining customer/client data in our office system. 

• Coordinate and schedule preventative maintenance appointments to ensure timely service completion

• Maintain daily coverage of emails, voicemails, and operational dashboards to support seamless workflow

• Resolve customer escalations efficiently and document outcomes for tracking and quality assurance

• Manage a high volume of inbound and outbound calls while maintaining service quality standards

• Demonstrate strong attention to detail in all aspects of task execution and documentation

• Communicate with stakeholders to validate and review equipment service report

• Represent Acelis Connected Health (ACH) to internal and external customers and clients to assure a high level of customer/client satisfaction

• Maintain customer/client information in accordance with HIPAA, PHI and regulatory requirements

• Follow up on patient appointment confirmations. Maintain thorough and accurate records of work performed.

• Maintain knowledge of and adhere to processes, policies and procedures. Escalate issues as necessary for guidance from others.

• Follow all regulatory policies and procedures, privacy and security standards in accordance with Government agencies to include HIPAA requirements 

• Maintains customer files in accordance with department policy.

• Performs direct verbal and written communication with customers. Independently resolves customer issues with other departments.

• Takes initiative to develop, resolve and implement process improvements that enhance the organizations capability to deliver timely and effective customer service in area of expertise. Trains other members in the customer service team on subjects within their area of expertise. Applies knowledge to assist others to understand the impact of process improvements.

• Provide coaching and feedback to team members based on audit results to improve performance

• Conduct new hire training and educate team members on updated processes and procedures

• Follow all regulatory policies and procedures, privacy and security standards in accordance with Government agencies to include HIPAA requirements

• Review Dashboard and Power BI Reports

• High school diploma

• Minimum of 3 years experience in a customer service role

• Basic computer and clerical skills

• Flexibility and the ability to work independently and within a multidisciplinary team

• Ability to communicate effectively (verbal and oral) with team members, clients, caregivers, clinicians and referral sources

• Strong attention to detail in a high volume environment

• Good planning and organizational skills, including ability to meet deadlines

• Problem Resolution and follow-up skills

• Ability to multi-task and work in a fast-paced environment

• Ability to operate a computer and use the operational software used by the office along with Microsoft Office and multiple applicable software systems

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