POSITION OVERVIEW

The Medical Product Specialist is responsible for providing outstanding customer service to current customers, dealing with inquiries, explaining products and handling questions, and or complaints in a prompt, courteous, and concise manner.

ESSENTIAL JOB FUNCTIONS

• Confer with internal staff and customers in order to provide information about products and/or services including but not limited to: processing customer requests, documentation requests for physician's offices, troubleshooting customer complaints and answering other inquiries as needed.
• Provide detailed instructional calls to existing customers focused on teaching them how to use the medical devices and effectively troubleshoot issues.
• Resolve customer questions and concerns effectively and efficiently by actively listening, communicating clearly and concisely, and assuring customer understanding.
• Ensures customer satisfaction and loyalty by consulting with customers, assisting customers, and resolving a wide variety of customer requests, inquiries, and complaints. Document complaints and resolutions in concert with our Regulatory Compliance Team.
• Document customer interactions utilizing customer database, recording details of inquiries, complaints, comments and actions taken.
• Provides prompt and accurate service to promote customer loyalty.
• Obtain necessary medical and other information required to complete the medicare billing process.
• Be a liaison between customer, and other areas of the business.
• Work closely with QC, to help eliminate any quality issues with customers.
• Work with Supervisor to help with workflows, implementation of new policies, in addition to current policies.
• Monitor daily reports to ensure they are all being worked in the proper order.

EDUCATION AND EXPERIENCE REQUIRMENTS

• Certified LPN, required
• Minimum of an Associate's Degree
• Excellent oral/written communication and interpersonal skills
• Must demonstrate the ability to communicate effectively with all members of the health care delivery team and demonstrate clinical knowledge and expertise to effectively consult with all care team members.
• Must be familiar with typical use and functions of a computer, such as internet research, e-mail, basic Microsoft Office functions. Experience with CRM systems, SAP by Design, a plus.
• 2-3 years of relevant experience required.