Customer Service Lead, DME

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. JOB DESCRIPTION: Working at Abbott 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. The Opportunity 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, DME. This role is responsible for providing efficient and effective service to customers and clients and maintaining customer/client data in our office system. What You’ll Work On Answers inquiries from customers and clients and documents interaction Represents Acelis Connected Health (ACH) 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 Confirm and finalize documentation and perform final review Follow up with patients on onboarding and delivery confirmation Maintains thorough and accurate records of work performed Maintains knowledge of and adheres to processes, policies and procedures Followed up on order fulfillment to ensure timely processing and delivery Maintain consistent communication with clinics and patients to provide updates and support Audited incoming documents for accuracy and completeness Utilize multiple application systems to manage workflow and track tasks efficiently 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 Manage escalations and complex customer concerns, improving overall customer satisfaction scores Trains staff on systems, policies, and service standards to maintain consistency 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. Fosters a positive team environment that encouraged collaboration and accountability Review Dashboard and Power BI Reports Required Qualifications High school diploma Minimum of 3 years experience in a customer service role Preferred Qualifications 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 and multiple software applications Apply Now Learn more about our health and wellness benefits, which provide the security to help you and your family live full lives: Follow your career aspirations to Abbott for diverse opportunities with a company that can help you build your future and live your best life. Abbott is an Equal Opportunity Employer, committed to employee diversity. Connect with us at on Facebook at and on Twitter @AbbottNews. The base pay for this position is $24.65 – $49.25/hour In specific locations, the pay range may vary from the range posted. JOB FAMILY: Customer Service DIVISION: HF Heart Failure LOCATION: United States > Lake Mary : 1101 Greenwood Boulevard ADDITIONAL LOCATIONS: WORK SHIFT: Standard TRAVEL: Yes, 5 % of the Time MEDICAL SURVEILLANCE: Not Applicable SIGNIFICANT WORK ACTIVITIES: Continuous sitting for prolonged periods (more than 2 consecutive hours in an 8 hour day), Keyboard use (greater or equal to 50% of the workday) Abbott is an Equal Opportunity Employer of Minorities/Women/Individuals with Disabilities/Protected Veterans. EEO is the Law link - English: EEO is the Law link - Espanol: Abbott is about the power of health. For more than 135 years, Abbott has been helping people reach their potential — because better health allows people and communities to achieve more. With a diverse, global network serving customers in more than 160 countries, we create new solutions — across the spectrum of health, around the world, for all stages of life. Whether it’s next-generation diagnostics, life-changing devices, science-based nutrition, or novel reformulations, we are advancing some of the most innovative and revolutionary technologies in healthcare, helping people live their best lives through better health. The people of Abbott come to work each day with relentless energy, enthusiasm and a promise to enhance the health and well-being of millions of people. They push the boundaries to help manage and treat some of life’s greatest health challenges. We invite you to explore opportunities at Abbott, to see if your talents and career aspirations may fit with our openings. An equal opportunity employer, Abbott welcomes and encourages diversity in our workforce. Follow Us: Facebook LinkedIn YouTube Twitter