Customer Care Specialist

Position Purpose

- The Customer Care Specialist’s primary responsibility is to convert prescription referrals and end-user leads into new business, while maintaining positive relationships with consumers and provider partners.

Primary Duties and Responsibilities

- Process incoming prescriptions as assigned and facilitate transition to dealer. - Responsible for account creation in Salesforce and LMS CRM systems. - Responsible for document procurement from clinician offices when necessary to sample. - Develop and maintain excellent consumer relationships. - Develop and maintain relationships with provider partners. - Support outside sales with prescription management, dealer relationships and clinician offices. - Works in conjunction with Bard Care Sales and Marketing teams to expand and develop the prescription program, convert end-user business and meet the goals and objectives of sales and marketing campaigns. - Maintain accurate patient records in Salesforce. - Manage sample order requests shipped from the Global Distribution Center. - Support calls and sample requests from the 800 Line. - Works in conjunction with Data Integrity Coordinator and Auditor to support KPI metrics and other initiatives as defined by program, company, and department goals and objectives.

Ancillary Duties and Responsibilities

- Maintain an exceptional level of customer service coupled with professionalism during each consumer, provider and clinician interaction. - Maintain a positive work atmosphere that embodies Liberator’s philosophy- Professional excellence, teamwork and integrity. - Performs other duties and tasks as assigned

Reporting Relationship Responsibilities

- No supervisory responsibilities - Provides work direction only - Provides work direction plus has responsibility for hiring, promotions, transfers, performance management, discipline, and discharge.

Minimum Requirements or Qualifications

- To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. - Associates Degree or equivalent preferred; two to three years related experience and/or training in a clinical environment; or equivalent combination of education and experience. - Language: Ability to read, analyze, and interpret medical documentation, medical supply publications, patient account history, technical procedures, and/or training tools. Ability to effectively and positively communicate via phone and email. Must always practice excellent verbal and written communications skills. - Math: Ability to solve basic math equations. Ability to calculate figures and amounts such as percentages, daily/monthly frequency of use, order quantities, product quantity on hand and patients out of pocket cost. - Reasoning: Ability to solve practical problems and deal with a variety of variables. Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form. Advanced ability to formulate decisions to rapidly developing challenges. - Computer: Knowledge of Microsoft Office Applications. Excellent data entry, proofreading and typing skills. Experience with Access, Tableau, JDE and/or Salesforce is desirable. - Telecommunications: Ability to utilize or knowledge of call center telecommunications software. - Work Requirements: Ability to work some evening shifts, weekends, and overtime as needed - Physical Demands: While performing the duties of this job, the employee is frequently required to sit; use hands to finger, handle, or feel and talk or hear. The employee is occasionally required to stand. The employee must occasionally lift and/or move up to 10 lbs. - Work Environment: The work environment involves minimal exposure to hazards or physical risks, which require following basic safety precautions.