Professional Services Specialist

Professional Services Representative

Abbott is a global healthcare leader, creating breakthrough science to improve people's health. We're always looking towards the future, anticipating changes in medical science and technology.

The Opportunity

This position works out of our ADPI location in the Abbott Rapid Diagnostics, Consumer Services and Products division. Our rapid diagnostics solutions are helping address some of the World's greatest healthcare challenges.

As the Professional Services Representative, you'll provide support to existing customers. You will be responsible to follow up, inquire and obtain complete documents necessary for a customer to participate in our program. These could be, but not limited to prescriptions, PCP referrals, medical records request, etc.

Primary Responsibilities

• Handles inbound and outbound calls to provide service.
• Assists clients on the process of completing documentation to ensure quality and mandatory requirements are met for customers in our service.
• Collaborates with the customer to obtain complete prescriptions, PCP referral requests and medical records, when requested required by the verification of benefits process.
• Responds to incoming facility inquiries via telephone, written, and electronic requests in a prompt and courteous manner.
• Prepares standardized suite of facility reports including: pipeline reports, encounters reports, business reviews, and patient rosters.
• Helps resolve service problems by clarifying the customer's complaint; selecting and explaining the best solution to solve the problem; expediting resolution; and documents all complaints per corporate standards.
• Handles inquiries from other internal departments by contacting a health care provider to resolve a variety of service requests.
• Maintains subject matter expertise and uses resources effectively regarding Alere Home Monitoring services.
• Utilizes Salesforce.com and company databases to capture, report, and maintain accurate and relevant patient information.
• Follows all regulatory policies, procedures, privacy, and security standards in accordance with government agencies including all HIPAA requirements.

Required Qualifications

• Use effective problem-solving techniques.
• Make decisions while following company procedures and governmental guidelines.
• Goal oriented and results focused.
• Ability to organize activities and meet set deadlines.
• Communicate, both in writing & verbally, with others in a professional manner.
• Detail oriented.
• Strong computer/software skills.
• Organization/time management skills.
• Superior customer service skills.
• High degree of professionalism.
• Maintains a culture of accountability.

Preferred Qualifications

• Associates/Bachelor Degree.
• 3 to 5 years of customer service experience (clinical experience preferred).

Physical Requirements

• Must be able to work sitting down for extended periods of time.
• Must be able to work with computer and multiple computer screens for extended periods of time.
• No lifting over 10 pounds required without assistance.