Lead Customer Service, DME

This position works out of our Orlando, 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.  In addition, the Customer Lead is responsible to handle all aspects of supplying Wound Care supplies to clients and may occasionally handle VAD-related Equipment and Accessories products under direction from others.

• Answers inquiries from customers and clients and documents interaction within Brightree database

• Represents Continuum to internal and external customers and clients to assure a high level of customer/client satisfaction

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

• Plans and implements office systems, filing systems and manages customers, clients and sales orders in Brightree

• Inputs prescriptions (e.g. CMNs) in Brightree and is responsible to obtain customer approval/signature

• Compares client requests against signed prescription and obtains updated prescription from customer if necessary

• Generates sales orders in Brightree for wound care supplies and ships wound care supplies to clients

• Follows up on delivery information and updates Brightree as appropriate

• Maintains thorough and accurate records of work performed

• Maintains knowledge of and adheres to processes, policies and procedures

• Escalates issues as necessary for guidance from others

• High school diploma

• Minimum of one year experience in a customer service role or equivalent combination of education and experience

• 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

• High degree of 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

• Working knowledge of Brightree software desired

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