Customer Service Representative - NxStage

Company: Fresenius Medical Care
Location: Lawrence
Posted on: March 16, 2023

Job Description:

PURPOSE AND SCOPE:Processes new and existing patient prescriptions and related orders using NxRx, Salesforce and IFS. Conducts new patient welcome home calls with new patients and their nurse prior to the patient going home. PRINCIPAL DUTIES AND RESPONSIBILITIES:Deliver outstanding customer service in a fast-paced environment to all external and internal customers via multiple channels, including email, phone and other channels as implemented.Develop and maintain relationships through effective and timely communication.Take initiative to meet and exceed customer expectations by showing empathy, understand issues and use problem solving skills to resolve and communicate.Document all calls into appropriate systems.Communicate with Sales and Clinical Support Representatives regarding customer concerns and requests as requiredCommunicates with all departments to resolve client questions and problems in a timely manner.Acts as a resource person for resolution of delivery issues.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.Use proper call control measures to de-escalate callers when requiredEscalates issues to supervisor for resolution, as deemed necessary.Assists with various projects as assigned by direct supervisor.Other duties as assigned.Additional responsibilities may include focus on one or more departments or locations. See applicable addendum for department or location specific functions.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.A secure home office free from background noise or other distractionsDedicated high speed internet with at least 50 Mbps download and 25 Mbps upload speeds - DSL or Cable (we will provide) no wireless or satellite ISP's allowed.Must be able to sit for an extended period of time.No travel requirementsEDUCATION:High School Diploma requiredEXPERIENCE AND REQUIRED SKILLS:1 - 2 years' related experience.Must have excellent communication and problem solving skills.Prior customer service experience in a medical setting a plus.Prior call center experience and/or multi-line phone system.EO/AA Employer: Minorities/Females/Veterans/Disability/Sexual Orientation/Gender Identity Fresenius Medical Care North America maintains a drug-free workplace in accordance with applicable federal and state laws.EO/AA Employer: Minorities/Females/Veterans/Disability/Sexual Orientation/Gender IdentityFresenius Medical Care North America maintains a drug-free workplace in accordance with applicable federal and state laws.

Keywords: Fresenius Medical Care, Lawrence , Customer Service Representative - NxStage, Other , Lawrence, Massachusetts