Representative I, VAD Customer Service - Bilingual (Spanish)

Representative I, Vad Customer Service

Abbott is a global healthcare leader that helps people live more fully at all stages of life. Our portfolio of life-changing technologies spans the spectrum of healthcare, with leading businesses and products in diagnostics, medical devices, nutritionals and branded generic medicines. Our 115,000 colleagues serve people in more than 160 countries.

The Opportunity

This position works out of our Lake Mary, FL location in the Abbott Heart Failure, Acelis Connected Health business. Our Heart Failure solutions are helping address some of the World's greatest healthcare challenges.

Representative I, VAD Customer Service are a direct connection between our customers, patients, and company. Agents play a critical role in developing relationships, providing support, and facilitating a best-in-class customer service experience during all customer interactions internal and external.

What You'll Work On

The following reflects management's definition of essential functions for this job but does not restrict the tasks that may be assigned. Management may assign or reassign duties and responsibilities to this job at any time due to reasonable accommodation or other reasons.

• Receive inbound calls from customers for supply orders or customer support
• Responsible for sustaining call center expectations
• Maintain patient records and verifies account accuracy
• Responsible for maintaining patient reorder compliance cases
• Responsible for achieving and maintaining department KPIs
• Completes cases and activities per department standards
• Maintains patient records and verifies account accuracy
• Actively participates in and attends department meetings
• Communicates prescription revision request to clinic support teams
• Contacts referrals to complete new patient welcome calls
• Coordinates customer returns
• Follows all regulatory policies, procedures, privacy, and security standards in accordance with government agencies including all HIPAA requirements

Required Qualifications

• High School diploma or equivalent
• Minimum of one year of Customer Service experience
• Communicate clearly and concisely, both in writing and verbally with others in a professional manner
• Strong computer skills, proficiency navigating multiple websites and platforms
• Knowledge of apple and android devices
• Proficient with Microsoft office programs; Outlook, PowerPoint, and Excel
• 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

Preferred Qualifications

• 2-3 years working in a call center environment
• Associate degree or equivalent work history
• Spanish Speaking Preferred
• Some data processing experience preferred
• Capability of typing 40 wpm

Physical Requirements / Competencies

• Must be able to work at a computer workstation for extended periods of time
• Excellent interpersonal and phone etiquette skills
• Detail & Team Oriented
• Professional communication Skills
• Time Management Skills

The base pay for this position is $15.80 $31.60 per hour. In specific locations, the pay range may vary from the range posted.