Customer Account Service Specialist

1 week ago

Durham, North Carolina, United Kingdom MED-EL Corporation Full time £35,000 - £55,000 per year

Customer Account Services Representative 
Full-Time
Hybrid
Durham, NC
 
About the Company:
 
MED-EL Corporation is a global leader in hearing implant technology and research. While headquarters resides in Austria, our US branch is based in Durham, North Carolina, at Research Triangle Park. We pride ourselves in being innovators through and through. We bring people the joy of sound through our extensive portfolio of hearing technology and consistently pursue product and process improvement. MED-EL hearing implant systems combine the latest scientific advances, engineering, and manufacturing techniques to offer performance, safety, and reliability. With people at the epicenter of our research and technology, we relentlessly pursue connection—connection to sound, connection to each other, connection to possibility.  Here at MED-EL, we are proud to offer a diverse, team-focused culture driven by our passion to support candidates, recipients, their families, and clinical partners.
 
Our Mission: Delivering leading-edge technology to restore hearing and empower connection.
 
About the Role:
 
The Customer Account Services Representative role is to work with patients and clinics by answering product and service questions. In addition, one will process orders, prepare correspondence and fulfill customer needs to ensure excellent service standards and maintain high customer satisfaction.
 
Primary Responsibilities:
  • Serve as the primary contact for customers including patients/family members, medical providers (hospitals, implant centers, research centers) and professional (surgeons, audiologists, educators) contacts with regard to product needs.
  • Assist with the development and maintenance of customer relationships.
  • Consult and be a resource for clients during the purchasing process.
  • Strategize with customers by listening, interpreting their needs, and advising on solutions.
  • Communicate courteously with customers electronically, over the phone, and in person within one working business day.
  • Collaborate with all internal staff members including Insurance Support Services, Audiology Technical Support Services, Accounting, Product Control, Order Fulfillment, and Sales teams on a regular basis to help maintain account relationships.
  • Knowledgeable of all products and services offered.
  • Maintain current contact information in MED-EL database as required for business and regulatory purposes.
  • Manage customer account needs in a timely and conscientious manner, with the ability to know and follow policy/guidance but also exercise some degree of judgment in meeting customer needs.
  • Provide routine troubleshooting assistance for MED-EL medical products.
  • Refer advanced trouble-shooting or other customer needs requiring escalation to the appropriate department (Clinical, Surgical, MRI/Revision support, Insurance Support Services, Audiology Technical Support Services, etc.)
  • Process customer orders in accordance with company policy/Quality System and regulatory requirements for the handling of class Ill medical devices.
  • Ensure proper posting of product/transactions in MED-EL database used for customer management, inventory tracking, product traceability and compliance with state/federal regulations.
  • Document customer interactions in CRM and Navision systems.
  • Ensure handling of product is in compliance with MED-EL Policies/Quality System and state/federal regulations relevant to medical device companies and Medicare/Medicaid Providers.
  • Track delivery of shipments to and from customers to ensure customer satisfaction & FDA traceability requirements.
  • Participate in MED-EL on-call customer account support after hours, weekends and holidays per company policy for patients having problems with their medical equipment or changes in hospital orders for pending surgeries.
  • Handles complaints per MED-EL Policies/Quality System and state/federal regulations relevant to medical device entities and Medicare/Medicaid Providers.
  • Maintain the company's official patient/customer file in accordance with company policy, Medicare Accreditation requirements and Federal/State privacy laws.
  • Provide information to and answer questions from MED-EL professional staff (clinical/surgical) providing support to MED-EL patients in their region.
  • Assist personnel in compiling data required for any corporate or regulatory reporting as may be required.
 
Position Qualifications:
  • High School graduate or equivalent
  • Minimum 1-2 years Customer Account experience or equivalent
  • Ability to prioritize multiple tasks that are time sensitive.
  • Ability to complete work in accordance with complex operational procedures.
  • Ability to follow the latest guidelines set by the company.
  • Handle assigned responsibilities with minimal supervision.
  • Ability to complete assigned tasks in a timely manner, working efficiently to carry out tasks in assigned areas and assisting others when assigned work is complete.
  • Ability to interact courteously and professionally during interactions with customers or public at large while representing MED-EL Corporation.
  • Ability to work cooperatively with other MED-EL staff, maintaining a courteous and professional demeanor.
  • Good oral and written communication skills.
  • Excellent database skills with proficiency in Microsoft Office (Excel, Word, Outlook) and ability to learn Navision (requiring advanced computer/database skills).
  • Good organizational skills, necessary to ensure proper data management.
  • Willingness to travel minimally if needed to attend meetings at customer sites (hospitals/Cl Centers), medical device conferences or patient events.
  • Ability to learn and carry out MED-EL Quality System requirements, detailed operational procedures, and various regulatory requirements relevant for medical device companies, Medicare and Medicaid Providers.
  • Ability to retain customer, sales and insurance specific information in processing orders.
  • Excellent people skills and the ability to deal with difficult customers and stressful situations.
  • Ability to perform under pressure, including time-pressure/deadlines, quality audits and various regulatory (FDA, HIPAA, Medicare, OIG, OCI) inspections, etc.
  • Located within - or willing to relocate to – Durham, NC
  • Bilingual in English and Spanish - Preferred 
 
What We Offer:

We know that benefits are important to you, and we offer a robust benefits package including:
  • Medical, dental, and vision coverage available effective on the first day of the month following 30 days of active service.
  • Health Savings Account
  • Short term and long-term disability paid by the company.
  • Company paid life insurance with an option to purchase additional coverage.
  • FSA Dependent Care 
  • Pet Insurance
  • Critical Illness
  • Accident Insurance
  • PTO – 20 days annual that is accrued each pay period.  Plus 40 hours Medical/Sick leave annual, prorated from hire date and 9 holidays.
  • Employee Assistance Program
MED-EL Corporation is an Equal Opportunity/ Affirmative Action employer. We provide equal employment opportunities to all qualified employees and applicants without regard to race, religion, sex, age, marital status, national origin, sexual orientation, citizenship status, veteran status, disability or any other legally protected status. We prohibit discrimination in decisions concerning recruitment, hiring, compensation, benefits, training, termination, promotions, or any other condition of employment or career development.

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