Customer Service Specialist

Job Title: Customer Service Specialist

Location: Livermore, CA 94550-8808

Duration: 6 Months

Work Arrangement: 100% Onsite

Shift: 8:30 am-5:00 pm, but candidates do need to have flexibility as well.

Position Overview

Abbott's Heart Failure, Acelis Connected Health business is seeking a Customer Service Specialist to support patients and healthcare providers through inbound and outbound customer interactions. This role operates in a fast-paced, high-volume call center environment and focuses on patient satisfaction, remote monitoring support, account updates, result collection, and supply order management.

The ideal candidate will be customer-focused, detail-oriented, and capable of maintaining productivity while handling a large volume of calls.

Principle Responsibilities

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.

• Handling of Inbound and Outbound customer calls.
• Collects, receives, and records INR results.
• Utilizes call scripting provided when conducting patient phone calls.
• Contacts physician for INR results based on clinic’s reporting preferences and as outlined by Acelis Connected Health policies and procedures.
• Monitors and assists customers with adherence to prescribed test frequency.
• Promotes use of digital platforms
• Provides assistance in the use of digital platforms.
• Demonstrates knowledge of products used to obtain INR results and provides assistance to customers, as applicable.
• Responsible for time management, adherence to schedule and attendance.
• 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
• 2 years of high call volume call center 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.
• Proficient with Microsoft office programs and smart devices.
• Versatility, flexibility, and willingness to work within constantly changing priorities.

Preferred Qualifications

• 2+ Experience in high call volume call center
• 2+ Experience in a clinical environment

Top Skills Required

• High-volume call center experience
• Strong attention to detail
• Excellent attendance and reliability
• Strong customer service and communication skills
• Ability to multitask across multiple systems and platforms

Physical Requirements

• Ability to sit for extended periods.
• Ability to work on a computer and multiple monitors for extended periods.
• Must be able to lift up to 10 pounds with or without assistance.

Consultants Eligible Benefits Upon Waiting Period:

• Medical and Prescription Drug Plans
• Dental Plan
• Vision Plan
• Health Savings Account (for High Deductible Health Plans)
• Flexible Spending Accounts (Health, Limited Purpose, Dependent Care, Commuter Parking and Commuter Transit)
• Supplemental Life Insurance
• Short Term Disability (coverage varies by state)
• Long Term Disability
• Critical Illness, Hospital coverage, Accident Insurance
• MetLife Legal, MetLife ID Fraud, and MetLife Pet Insurance
• 401(k)

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, nutritional and branded generic medicines.

Working together, Abbott and Talent Solutions partner to deliver top talent for contingent roles at Abbott, building better and healthier lives. Abbott believes all employees are essential to creating life-changing breakthroughs, performing key duties to create life-changing breakthroughs.