National Contact Center (NCC) Specialist, San Antonio, Texas, USA

About the role

The National Contact Center (NCC) Specialist role at Solventum involves handling inbound calls related to NPWT (Negative Pressure Wound Therapy) orders, service requests, and product inquiries from patients, physicians, skilled nursing facilities, and healthcare professionals. You will document customer interactions and update account information using internal systems and established procedures. Additionally, you will provide information regarding products, orders, and services based on approved processes, workflows, and training materials, route customer inquiries and service requests to the appropriate internal departments, and support a 24/7 operational environment.

Responsibilities

• Handle inbound calls related to NPWT orders, service requests, and product inquiries
• Document customer interactions and update account information using internal systems and established procedures
• Provide information regarding products, orders, and services based on approved processes, workflows, and training materials
• Routinely route customer inquiries and service requests to the appropriate internal departments
• Support a 24/7 operational environment, including overtime as business needs require

Requirements

• High School Diploma/GED (or higher) AND two (2) years of customer support, call center, healthcare support, or related experience in a private, public, government, or military environment
• One (1) year of experience using Microsoft Office applications, including Word, Excel, and Outlook
• One (1) year of experience handling inbound or outbound customer calls
• One (1) year of experience documenting customer interactions in a CRM, ERP, or case management system
• Ability to work scheduled shifts in a 24/7 operational environment, including overtime as required

Qualifications

• Associate’s degree or higher from an accredited institution (preferred)
• Two (2) years of experience supporting patients, healthcare providers, or medical-related products/services (preferred)
• Two (2) years of experience in a healthcare contact center or medical device support environment (preferred)
• Experience supporting order management, product inquiries, or service-related requests (preferred)
• Experience working in a remote work environment (preferred)

Additional Requirements

• May be required to enter healthcare or other third-party facilities, which may require certain licenses, vaccinations, or other credentials or qualifications (collectively “prerequisites to entry”) for regulatory, safety, or other business reasons.

Pay and Benefits

The expected compensation range for this position is $39,360 - $54,120, which includes base pay plus variable incentive pay, if eligible. This range represents a good faith estimate for this position. The specific compensation offered to a candidate may vary based on factors including, but not limited to, the candidate’s relevant knowledge, training, skills, work location, and/or experience. In addition, this position may be eligible for a range of benefits (e.g., Medical, Dental & Vision, Health Savings Accounts, Health Care & Dependent Care Flexible Spending Accounts, Disability Benefits, Life Insurance, Voluntary Benefits, Paid Absences and Retirement Benefits, etc.).

Work Location

Remote (San Antonio, TX area)

Travel

Mandatory onsite attendance required for approximately one week per quarter.

Additional Information

• Must be legally authorized to work in the country of employment without sponsorship for employment visa status (e.g., H-1B status).
• Applicants must remain alert to fraudulent job postings and recruitment schemes that falsely claim to represent Solventum and seek to exploit job seekers.
• Be wary of unsolicited emails or messages regarding Solventum job opportunities from emails with other email domains.
• Solventum does not expect candidates in this position to perform work in the unincorporated areas of Los Angeles County.
• Solventum is an equal opportunity employer.