Job Description
Main Purpose of the role

Works in a Contact Center environment under close and direct supervision on defined work assignments while following established procedures. Provides answering services and provides paging services for Abbott Sales Representatives, physicians and hospital personnel.

What You’ll Do

•Answers calls from hospital’s staff when a patient presents in an emergency room indicating they have an Abbott implanted pacer or defibrillator

•Pulls up patient tracking information for a given device and takes down all contact information for the calling hospital (facility name, city, state, zip, phone, and location in the emergency room)

•Determine the specific Sales Representative that covers the hospital or the city/state and sends a text message with all the case information to that Sales Representative

•Perform outbound calls to Sales Representatives to confirm receipt of case information

•Triage calls, following approved troubleshooting procedures, and seeks guidance from other personnel for further assistance when appropriate.

•After-hours, “on call” support (rotating among other department employees), following outlined protocols to answer

questions from, and troubleshoot with, customers and Abbott field personnel.

•Consistently meets department’s performance expectations

•Proactively communicates to his/her supervisor about open cases and/or escalations to ensure priorities and exceptions are clearly set and solutions are in place.

•Adheres to Abbott company policies, operating procedures and work instructions, including time management, attendance,

product experience reporting, and patient data privacy.

•Supports all Company initiatives as identified by management and in support of Quality Management Systems (QMS), Environmental Management Systems (EMS), and other regulatory requirements.

•Complies with U.S. Food and Drug Administration (FDA) regulations, other regulatory requirements.

•Maintains professional, positive and cooperative communications and collaboration with all levels of employees, customers,

contractors, and vendors. Within the department, works with other employees to maintain adequate availability for

customer support.

•Perform other related duties and responsibilities, on occasion, as assigned. Overtime may be required



Required Qualifications

High school degree

Fully Bilingual (English and Spanish) / Required

Experience

+1 Years Experience in a customer service, product support, IT, telecommunications, or related role.
Must have knowledge of computer systems including Word, Power Point, Excel, and Outlook.
This position is office based

On-Site position