Client Service Associate - Remote Eligible

Client Service Associate

At Enovis™ we pay attention to the details. We embrace collaboration with our partners and patients, and take pride in the pursuit of scientific excellence — with the goal of transforming medical technology as we know it.

Because that's how we change the lives of patients for the better. And that's how we create better together. As a key member of Healthcare Solutions, you will play an integral part in helping Enovis drive the medical technology industry forward through transforming patient care and creating better patient outcomes.

Client Service Associates (CSA) collaborate with various internal and external departments and customers to provide product and service information and support for Enovis software applications and resolve emerging problems customers might face. This position will work to ensure new and existing customers on the Company's software and applications are successful by implementing policies and procedures that ensure customer satisfaction and retention. CSAs work in concert with the Field Implementation Team, Product Team, Development Team and Area Directors to build and maintain customer relationships and ensure customer success with Enovis.

Key responsibilities include:

• Providing remote support to internal and external customers via ticketing, live chat (messaging), email, or phone to resolve issues and ensure all customer interactions are thoroughly documented in system.
• Responding promptly to inquiries and complaints and ensuring tickets are worked efficiently to resolve issues promptly.
• Evaluating and identifying trends with customers on enhancements, needs, or issues within the hardware, software, and mobile applications, collecting customer feedback, providing supporting data, and reporting on trends where appropriate.
• Serving as application and company ambassador in building sustainable relationships, as well as education and guidance for customers through their journey.
• Providing accurate, valid, and complete information to customers by conducting research and exhaustive troubleshooting to ensure proper resolution using the methods and tools provided.
• Independently evaluating risk of customer churn and proactively assessing customer needs to promote and educate on available offerings within the Company's application(s) to achieve successful outcomes and customer retention.
• Developing and maintaining a thorough knowledge of internal systems, software, and applications.
• Creating and maintaining knowledge base articles, training documents, process maps, and technical documentation for internal and external customers.
• Training internal and external customers and internal business units on best practices.
• Assisting with functions related to customer contracting and customer invoicing processes, including, but not limited to, the following: creating, sending, and managing storage of software contracts and SOWs, escalating contract changes to designated legal team members, compiling data required for invoicing, entering invoices into Oracle, reporting/escalating issues, and managing contract data in Salesforce.
• Acting as a Subject Matter Expert (SME) in a designated area or application and assisting in driving and managing specific tasks including, but not limited to, the following: creating and managing training and troubleshooting documentation for internal and external teams, attending and participating in designated meetings, presenting status and updates in team meetings, serving as second-level escalation for tickets or issues regarding designated area or application assigned.
• Demonstrating commitment to the Enovis Compliance & Ethics Program, the Enovis Code of Conduct, the Enovis Sales and Marketing Code of Conduct, the AdvaMed Code of Ethics, and all supporting and applicable regulations, policies, and procedures.
• Adhering to all internal Corporate Compliance guidelines, OIG, government healthcare regulations, regulatory policies and procedures, and privacy and security standards in accordance with government agencies, including HIPAA requirements.
• Treating Protected Health Information (PHI) with the strictest confidentiality in accordance with HIPAA standards.
• Acquiring a basic understanding of the field to include regulatory compliance issues and adhere to these guidelines.
• Other duties as assigned.

Minimum basic qualifications include:

• Minimum of 3 years of experience as a Field Service Representative or equivalent position in a medical/healthcare setting, managing a DME program, required.
• Minimum of 3 years of experience in patient care.
• Experience handling patient inquiries and complaints.
• High School Diploma or GED required.

Travel requirements include:

• Must be able to travel up to 15% of the time.
• Typical work-related travel assignments range 1-5 days, and as such overnight, out-of-town stays may be required.

Desired characteristics include:

• Working knowledge of MotionMD software preferred.
• Agile Project Management certification, Certified Scrum Master certification, or any Project Management certifications a plus.

Creating better together. It's the Enovis purpose, and it's what drives us and empowers us every day on a global scale. We know that the power to create better – for our customers, our team members, and our shareholders – begins with having the best team, pursuing common goals, operating at the highest levels, and delivering extraordinary outcomes.

We offer a comprehensive benefits package that includes:

• Medical Insurance
• Dental Insurance
• Vision Insurance
• Spending and Savings Accounts
• 401(k) Plan
• Vacation, Sick Leave, and Holidays
• Income Protection Plans
• Discounted Insurance Rates
• Legal Services

Enovis provides equal employment opportunities based on merit, experience, and other work-related criteria without regard to race, color, ethnicity, religion, national origin, sex, age, pregnancy, disability, veteran status, or any other status protected by applicable law. We also strive to provide reasonable accommodation to employees' beliefs and practices that do not conflict with Enovis policies and applicable law. We value the unique contributions that every employee brings to their role with Enovis.