Customer Liaison Specialist

Job Description

This position will manage activities associated with client customer request concerning external forms. It involves facilitating the completion of these forms in a timely and accurate manner, managing the process of client customer form request, triaging requests to appropriate designees, checking forms for accuracy, maintaining customer relations, and providing feedback for process automation and improvement.

Essential Responsibilities

• Manage the process of the client customer form request which includes documenting receipt of forms from all sources, forwarding/distribution of forms to SMEs, following up on forms completions, and responding to the internal and external parties or stakeholders.
• Demonstrate operational and technical competencies in relation to all client business areas applicable to this process.
• Triage the requests to appropriate designees for further processing and follow-up as necessary.
• Checking forms for accuracy and content, assuring correct information is provided to complete the customer’s request correctly the first time.
• Maintain customer relations via multiple channels - written, verbal, phone calls, etc.
• Maintain position competencies through training and documentation.
• Build and update central repository for all client customer form requests.
• Identify responsible department/owner to provide and complete information requested on form, including routing it for approval / signature.
• Facilitate required payment and obtain signatures as needed.
• Provide feedback to management for process automation and improvement opportunities (e.g., database systems, customer communication letters, escalations process, etc.).
• Responsible for creation and maintenance of Standard Operating Procedures/Job Aides as needed.
• Maintain expert knowledge level of the responsible functions for facilitation of customer request forms.
• Provide cross-coverage and training to peers at management request.
• Provide regular reporting to management on key metrics for the desk (cases closed, cases open, average time to close, etc.)

Other Skills

• Ability to work with customer system administrators and clinicians
• Proven ability to maintain a professional demeanor when handling complex user issues and high-pressure situations
• Expert level knowledge of the client Customer Form Request process
• Proven ability to multi-task and seamlessly move between business unit platforms
• Excellent time management and multi-tasking skills
• Ability to take ownership and think independently, with minimal supervision
• General knowledge of producing metrics and building reports
• Strong analytical, deductive reasoning and organizational skills
• Superior interpersonal and written/oral communication skills with the ability to relate well and cooperate with others to effectively coordinate activities and accomplish goals
• Ability to work independently and with others to support strong team development
• Ability to handle high-volume transaction environment with great attention to details
• Demonstrated aptitude for identifying creative solutions to complex customer issues. Ability to “think outside the box” and “move the needle”
• Strong personal commitment to quality, customer service, and patient safety
• Demonstrate advance skills with computer software (Microsoft Word and Excel, PowerPoint, Outlook, Internet, and other proprietary software)
• Willingness and ability to accept and take on additional projects and responsibilities, and to work overtime as requested

Qualifications

• Bachelor’s degree required and/or combination of education and relative experience in lieu of a bachelor’s degree.
• Minimum 2+ years of experience in a fast-paced, matrix driven environment in a large sized corporation where status quo is always challenged.
• Minimum 2+ years of experience in the Service Request Management, Customer Relations, Metric Trending in the Medical Device/healthcare/Life Sciences Industry.
• Minimum 2+ years of experience in the following: Workflow building skills, Process documentation, and/or Process-reengineering skills.
• Minimum 2+ years of experience in a contact center or customer-centric environment
• Experience in facilitating teams and projects is a plus

Key Competencies

• Customer Focus
• Business Acumen
• Personal Courage
• Drive for Results
• Teamwork / Collaboration