Business Support
Customer Service Rep I
Address: Headquarters, Waltham, MA 02451, United States of America
Job ID: R0186197
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- Job Description
- Success Profile
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As a Clinic Manager at Fresenius Medical Care, you’ll manage the daily operations of our outpatient centers. More importantly, you’ll be the key driver in carrying out our mission: To deliver superior care that improves the quality of life of every patient, every day, setting the standard by which others in the health care industry are judged. This is accomplished by hiring, developing and inspiring a multi-disciplinary team, collaborating with physicians, tracking and delivering superior patient outcomes and monitoring regulatory and safety requirements. Strong management skills are required and prior direct patient care experience is needed for occasions when the team needs a helping hand.
Patient Care Technicians (PCTs) at Fresenius Medical Care support and collaborate with RNs to provide dialysis treatment to several patients at a time while maintaining the functionality of the clinic. This involves prepping and testing equipment, reviewing treatment sheets, and opening the clinic at 4am for first shift. PCTs have a combination of technical skills and genuine passion needed to develop deep relationships with patients and improve their quality of life. Qualified candidates have prior customer service, healthcare and direct patient care experience, and will have the opportunity to learn the discipline of dialysis.
Fresenius Medical Care nurses are on the front line of patient care, improving the quality of life of every patient, every day. That means providing dialysis care to 10-12 patients at any given time, and collaborating with our multi-disciplinary team to deliver a unique care plan to each one of them. This role is all about relationships and the bond you’ll create with patients and their families. Prior dialysis nursing experience is helpful, but many successful candidates come from a background in ICU, PCU and/or surgery.
Job Description
This is a remote position with working hours of M-F 11:30am EST to 8:00pm EST.
PURPOSE AND SCOPE:
Communicates information and acts as a resource for clients by telephone and fax. Gathers necessary information from clients to help in providing timely and accurate laboratory results (reports).
PRINCIPAL DUTIES AND RESPONSIBILITIES
- Accountable for outstanding customer service to all external and internal customers.
- Develops and maintains effective relationships through effective and timely communication.
- Takes initiative and action to respond, resolve and follow up regarding customer service issues with all customers in a timely manner.
- Contacts clients of abnormal test results, problems with specimens and requisitions, verify information.
- Assists clients with questions regarding status of tests, test requirements, specimen handling, etc.
- Assists clients with requests for changes to their requisitions, critical values, and patient information.
- Documents all calls into appropriate systems.
- Communicates with Sales and Clinical Support Reps about clients.
- Communicates with all departments to resolve client questions and problems in a timely manner.
- Acts as a resource person for complex questions regarding reports, technical issues, dialysis procedures, etc.
- Helps orient and instruct new staff.
- Provides input for improvement of department policy and procedures.
- May provide assistance to junior staff with more general support tasks that require a better understanding of functions, as directed by immediate supervisor.
- May refer to senior staff for assistance with higher level problems that may arise.
- Escalates issues to supervisor for resolution, as deemed necessary.
- Assists with various projects as assigned by direct supervisor.
- Other duties as assigned.
PHYSICAL DEMANDS AND WORKING CONDITIONS:
- The physical demands and work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
- Must be able to lift up to 20 lbs.
- Must be able to sit for an extended period of time.
- No travel requirements
EDUCATION:
High School Diploma required
EXPERIENCE AND REQUIRED SKILLS:
- 1 – 2 years’ related experience.
- Must have excellent communication skills.
- Prior experience in medical/laboratory customer service setting.
- Prior call center experience and/or multi-line phone system.
Success Profile
What makes a successful member of our team? Check out the top traits we are looking for and see if you have the right mix.
Commpassionate Patient Care
Empathetic
Team Player
Detail Oriented
Efficient
Responsible
Success Profile
What makes a successful member of our team? Check out the top traits we are looking for and see if you have the right mix.
Commpassionate Patient Care
Empathetic
Team Player
Detail Oriented
Efficient
Responsible
Success Profile
What makes a successful member of our team? Check out the top traits we are looking for and see if you have the right mix.
Communicator
Compassionate
Detail Oriented
Relationship Expertise
Facilitator
Leadership
“You have a lot of independence...so the doctors trust you. You have to be able to make decisions on your own.”
Lesly,
Inpatient Services RN
Inpatient Services RN
We've got your back.
We fully believe that dedication and passion should be recognized and rewarded. That’s why we offer a competitive compensation and benefits package to all of our employees. Our benefits provide the flexibility, choice and support you need to be at your best as you play a vital part in helping patients live longer, better and healthier lives.
Healthcare
Continuing Education
Paid Time Off
Collaborative Environment
Additional Perks
401(k) Retirement Saving
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