Consumer Care Advisor - Continence Care

About the role

The Coloplast Consumer Advisor is primarily responsible for the support and education of end-users, caregivers, and clinicians with Coloplast products and services. They work Monday through Friday from 9:30am - 6:00pm CST, with Wednesday on-site in Minneapolis.

Responsibilities

• Respond to clinician and consumer inquiries and concerns via phone, email, and letters in a prompt manner according to established service metrics
• Acquire and demonstrate all necessary subject matter expertise to provide responses regarding product application and problem resolution to clinicians and end-users
• Accurately and thoroughly document each end-user program enrollment in Coloplast systems per standard department procedures. Responsible for data quality, including self-audit of work
• Educate clinicians on Coloplast products in clinical setting by establishing and maintaining relationships with key clinicians
• Communicate with end-users and clinicians about intimate health care issues and anatomical functions in a mature and consultative manner
• Utilize available resources to stay current with industry developments and competitor's products, services and business activities
• Communicate and work as a team with the field sales representatives and consumer care team to ensure excellence service
• Complete monthly inbound and outbound call activity goals
• Other duties as assigned

Qualifications

• Associates or Bachelor's degree and / or a combination of at least 1 - 6 years’ healthcare customer service/sales experience
• Experience in a call center environment preferred
• Ability to explain medical process and procedures while giving clear, concise, step by step direction over the phone
• Self-driven, to-the-point communicator
• Highly structured approach with attention to detail and proper documentation of all work
• Excellent verbal and written communication skills
• Intermediate computer skills in MS Excel, PowerPoint and Word
• Critical thinking and problem solving skills
• Must be patient, empathetic and possess the ability to utilize the telephone effectively as a customer relations tool
• Able to work well in cross-functional teams, independent, yet a team player
• Passionate about identifying the correct solution and improving the end-user's quality of life
• Able to travel (approximately 10%)
• Healthcare industry experience preferred

Benefits

• Health and Wellness: Comprehensive medical, dental, and vision insurance plans, wellness programs, mental health resources, paid leave of absence, and generous paid parental leave
• Financial Security: Competitive 401(k) plan with company match, financial planning services, and corporate discount programs
• Work-Life Balance: Generous paid time off, flexible work hours, and flexible work arrangement options
• Professional Development: Training programs, mentorship, and tuition reimbursement
• Recognition and Rewards: Recognition programs, bonuses, awards, and special events
• Sustainability Strategy: Details on how Coloplast runs its business sustainably
• Competitive Compensation: Total (hourly plus performance based incentive) compensation range for this position is $52,244- $78,366

Company Information

Coloplast develops and markets products and services that make life easier for people with intimate healthcare needs. With about 16,000 employees and products available in more than 143 countries, Coloplast is one of the world's leading medical device companies. We are committed to equal employment opportunity and compliance with applicable laws and regulations, the Advamed Code of Ethics on Interactions with Healthcare Professionals, and company policies.