Customer Service Lead, DME

This position works out of our Lake Mary, FL location in the Heart Failure Division. In Abbott’s Heart Failure (HF) business, we’re developing solutions to diagnose, monitor and manage heart failure, allowing people to restore their health and get on with their lives. We are seeking an experienced, high caliber Customer Service Lead, DME. This role is responsible for providing efficient and effective service to customers and clients and maintaining customer/client data in our office system. 

• Answers inquiries from customers and clients and documents interaction

• Represents Acelis Connected Health (ACH) to internal and external customers and clients to assure a high level of customer/client satisfaction

• Maintains customer/client information in accordance with HIPAA, PHI and regulatory requirements

• Confirm and finalize documentation and perform final review

• Follow up with patients on onboarding and delivery confirmation

• Maintains thorough and accurate records of work performed

• Maintains knowledge of and adheres to processes, policies and procedures

• Followed up on order fulfillment to ensure timely processing and delivery

• Maintain consistent communication with clinics and patients to provide updates and support

• Audited incoming documents for accuracy and completeness

• Utilize multiple application systems to manage workflow and track tasks efficiently

• Provide coaching and feedback to team members based on audit results to improve performance

• Conduct new hire training and educate team members on updated processes and procedures

• Follow all regulatory policies and procedures, privacy and security standards in accordance with government agencies to include HIPAA requirements 

• Manage escalations and complex customer concerns, improving overall customer satisfaction scores

• Trains staff on systems, policies, and service standards to maintain consistency

• Trains other members in the customer service team on subjects within their area of expertise.

• Applies knowledge to assist others to understand the impact of process improvements.

• Fosters a positive team environment that encouraged collaboration and accountability

• Review Dashboard and Power BI Reports

• High school diploma

• Minimum of 3 years experience in a customer service role

• Basic computer and clerical skills

• Flexibility and the ability to work independently and within a multidisciplinary team

• Ability to communicate effectively (verbal and oral) with team members, clients, caregivers, clinicians and referral sources

• High degree of attention to detail in a high volume environment

• Good planning and organizational skills, including ability to meet deadlines

• Problem Resolution and follow-up skills

• Ability to multi-task and work in a fast-paced environment

• Ability to operate a computer and use the operational software used by the office along with Microsoft Office and multiple software applications

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