Intake Account Representative

3 months ago

Minneapolis, United States Coloplast Full time
This position is located at:

1601 West River Road North

Minneapolis, MN 55411

Monday-Friday regular business hours
Fridays may be worked remotely

Job Function Summary:

To service customers via inbound and outbound calls; including new customers on products and services, handling new patient enrollment onto Comfort Medical Services, and repeat order opportunities in a courteous and professional manner. The Intake Account Representative will identify the reason(s) for the initial request, provide education about products that best fit the patient's interests, and utilize the systems to document and route call for follow up. When applicable at the point of contact, respond appropriately to customers' questions and resolve inquiries.

Major Areas of Accountability:
  • Process leads from external departments (focusing on referrals from online and direct to consumer advertising) to complete the necessary follow-up and product offerings
  • Place outbound telephone calls in response to the customer's inquiry as documented on the correspondence, or other approved marketing lead
  • Research and resolve issues regarding a customer's order; including communicating with clinics and medical offices to gather relevant information and communicating the outcome to the customer, when appropriate
  • Complete and/or update all pertinent records in Brightree using Corporate Compliance Guidelines
  • Establish and maintain effective knowledge of policies, procedures, and skills required to complete job duties
  • Exceed Quality and Quantity Performance Standards
  • Demonstrate proficiency and knowledge of the company's product offerings.
  • Establish and maintain effective working relationships with customers and/or co-workers
  • Skilled typing ability and knowledge of personal computers, hardware, software (ex. Microsoft Office Suite), and related applications and systems
  • Answer community voicemail
  • Support the Department's Leadership Team in achieving departmental goals by completion of tasks, continued training, etc.
  • Available and flexible in scheduling to meet the changing business requirements of the position (includes possibly working nights and weekend)
  • Responsible for following good housekeeping and quality procedures
  • Follows and observes all safety practices
  • Set a positive example for co-workers by observing and adhering to all Departmental and Corporate Policies and/or Procedures
  • Additional duties required as directed by departmental management team
  • Occasionally, employees currently recognized as high performers through recent performance evaluations, or employees with current demonstrated productivity leadership compared to other employees on existing metrics may be asked to engage in overtime.
Basic Qualifications:
  • High school diploma or equivalent
  • Minimum 2 years' experience in a contact center
  • English/Spanish bilingual preferred
  • DME experience and working within Brightree strongly preferred
  • Willingness to engage in telephone direct sales
  • Ability to take initiative and work independently
  • Comfort Medical employees are required to conduct business to the highest ethical and professional standards; comply with applicable laws and regulations, the Advamed Code of Ethics on Interactions with Healthcare Professionals, and company policies.
Preferred Skillsets:
  • Ability to interpret instructions and guidelines in order to make decisions and take necessary actions
  • Ability to follow complex instructions and guidelines to specific problems arising in the work area
  • Ability to navigate between different computer systems
  • Ability to apply instructions and/or guidelines as appropriate in the performance of duties
  • Ability to maintain composure during stressful situations occurring as a result of workloads and/or deadlines
  • Ability to communicate effectively (verbal and written)
  • Ability to determine work priorities
  • Ability to work on one's own initiative to achieve established goals and objectives


Disclaimer

The statements above are intended to describe the general nature and level of work being performed by people assigned to this classification. They are not to be construed as an exhaustive list of all responsibilities, duties, and skills required of personnel so classified. All personnel may be required to perform duties outside of their normal responsibilities from time to time, as needed.

Comfort Medical provides an extensive selection of name brand catheter and ostomy supplies to thousands of customers nationwide. Our attention to detail, unmatched customer service, and dedication to helping our customers live happier, healthier lives are just a few of the many reasons we are one of the fastest growing catheter and ostomy supply companies in the nation

Comfort Medical employees are required to conduct business to the highest ethical and professional standards; comply with applicable laws and regulations, the Advamed Code of Ethics on Interactions with Healthcare Professionals, and company policies.

Comfort Medical is committed to a policy of Equal Employment Opportunity (EEO) which means we employ and promote individuals based on their merits, regardless of race, color, religion, sex, national origin, age, disability, veteran status, pregnancy, sexual orientation, gender identity or expression, genetic information, marital status, citizenship status, status with regards to public assistance or any other protected classification.

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