Patient Service Specialist

Patient Service Specialist
Duration: 6 months 
Hours: 40 hours per week
Location: Heerlen
NB: During training and onboarding, the employee is requested to work in the office multiple times per week.
German and English language skills Required

Main purpose of the job

• Provide timely, safe, and efficient product related information and assistance to our customers (patients, Sales Reps, medical professionals, etc.) regarding the use of organisation?s Diabetes products.
• Resolve technical support for customers by troubleshooting, capturing and following-up on Product Observations and Interactions.
• Exceed customer expectations when resolving inquiries/requests.

Main job duties/responsibilities

• Therapy and Product Knowledge

• Using proficient disease and therapy knowledge to support customers.
• Deliver safe and reliable customer service and product oriented technical support for Organisation?s Diabetes customers.
• Act on training and coaching to ensure up to date product and system knowledge is maintained to meet our expected quality standards and set operational targets.

Call Management

• Respond to inquiries from customers concerning product operation, troubleshooting, specifications, warranty, and parts/accessories.
• Ensure on or above-target compliance with call quality standards.
• Manage time effectively by prioritizing calls, follow-up, and administrative tasks to achieve team and individual Key Performance Indicators (KPI).
• Demonstrate empathy, patience and resilience while safely assisting customers.
• Troubleshooting & Quality Management
• Effectively communicate with customers to resolve issues and answer questions according to department protocols and requirements.
• Accurately and consistently document customer feedback and troubleshooting completed.
• Ensure support and solutions provided are aligned with Department and Standard Operating Procedures.
• Coordinate return flow for all Diabetes products for quality analysis.

Core Elements

• Active and effective communication with customers, to record and present clear and concise information in a timely manner - both verbally and written.
• Ability to handle high stress environment.
• Available to work on-call outside of business hours

Skills/competencies

• At least 1 year of customer service or support experience in a contact center, office or helpdesk environment or relevant work experience.

• Completion of secondary school
• Strong oral and written language skills in: German and English (and preferable good oral and written skills in Dutch)
• Effective multi-tasking (navigating between programs to access customer data and input text during call)
• Nice to Have ? Knowledge of working open for recent graduates - Bachelor?s degree is not needed however you need to have good IT skills and being able to think in solutions.

Desired/preferred qualifications

• Post-secondary education
• Experience using: SAP and MS Office suite (Word, Excel, Outlook)
• Experience troubleshooting medical equipment/services in contact center/helpdesk
• Keyboarding 40 WPM average

For further details, please contact Rudo Urayayi on +44(0)1727 817 616 or email a copy of your CV to rurayayi@achieva.co.uk

• Agency: Achieva Group Limited
• Reference: RU-63

Website: Achieva Group Limited

• Posted: 9th June 2022
• Expires: 7th July 2022