Job Information
Abbott Equipment Supervisor, Customer Service in Orlando, Florida
Abbott is a global healthcare leader that helps people live more fully at all stages of life. Our portfolio of life-changing technologies spans the spectrum of healthcare, with leading businesses and products in diagnostics, medical devices, nutritionals and branded generic medicines. Our 114,000 colleagues serve people in more than 160 countries.
Job Title
Equipment Supervisor, Customer Service
Working at Abbott
At Abbott, you can do work that matters, grow, and learn, care for yourself and family, be your true self and live a full life. You’ll also have access to:
Career development with an international company where you can grow the career you dream of.
Free medical coverage for employees* via the Health Investment Plan (HIP) PPO
An excellent retirement savings plan with high employer contribution
Tuition reimbursement, the Freedom 2 Save (https://www.abbott.com/corpnewsroom/strategy-and-strength/tackling-student-debt-for-our-employees.html) student debt program and FreeU (https://www.abbott.com/corpnewsroom/strategy-and-strength/college-degree-for-free-its-possible-with-freeu.html) education benefit - an affordable and convenient path to getting a bachelor’s degree.
A company recognized as a great place to work in dozens of countries around the world and named one of the most admired companies in the world by Fortune.
A company that is recognized as one of the best big companies to work for as well as a best place to work for diversity, working mothers, female executives, and scientists.
The Opportunity
This position works out of our Gainsville, FL location in the Heart Failure Division. In Abbott’s Heart Failure (HF) business, we’re developing solutions to diagnose, monitor and manage heart failure, allowing people to restore their health and get on with their lives.
We are seeking an experienced, high caliber Customer Service Supervisor with strong leadership skills, serving as a role model with a high degree of Customer Focus and Quality along with a professional open and results based culture.
Candidates for this position should have a strong background with at least 3 years of Supervisory experience and demonstrated ability in building high performing teams. . The position leads a team of Customer Service Representative(s) and Analyst(s) applies a structured methodology for change management activities. The position requires the supervisor to develop process documentation, train, motivate and coach employees to continuously improve the quality and productivity of department output and introduce innovative methods to support this effort.
Each employee can make a difference at Abbott and has the power, either individually or as a team, to influence the success of the company. We are team-oriented, fast-paced and progressive. We value people with great ideas who partner with others both internally and externally to take action and accomplish goals.
What You’ll Work On
A - Supervise work schedules, PTO, staffing levels to ensure customer/client calls, e-mail requests and other forms of external and internal customer/client contact and requests are handled appropriately and within defined goals
Monitor and manage department and individual goals and objectives
Answers inquiries from customers, clients and/or insurance companies and documents interaction within Brightree database
Represents Continuum to internal and external customers and clients to assure a high level of customer/client satisfaction
Maintains customer/client information in accordance with HIPAA, PHI and regulatory requirements
Plans and implements office systems, filing systems and manages customers, clients and sales orders in Brightree
Inputs prescriptions (e.g. CMNs) in Brightree and is responsible to obtain customer approval/signature
Compares client requests against signed prescription and obtains updated prescription from customer if necessary
Generates sales orders in Brightree for wound care supplies and if necessary, ships wound care supplies to clients
Generates sales orders in Brightree for VAD equipment and accessories
Follows up on delivery information and updates Brightree as appropriate
Obtains authorizations from insurance companies as necessary
Confirms sales orders in Brightree
Handles returns from clients if necessary
Trains and/or gives direction to other individuals on Brightree software utilization, process and/or answers questions as necessary
Responsible to run reports (i.e. daily, weekly, monthly) from Brightree and to follow-up on actions required
Maintains thorough and accurate records of work performed
Maintains knowledge of and adheres to processes, policies and procedures
Escalates and often resolves issues as appropriate
Generates and updates procedures to document workflow or to handle special projects
Participates in ongoing continuous improvement efforts as required
Work closely with the parent company Customer Service and Supply Chain teams to ensure priorities and exceptions are clearly understood
Ensure all Customer Service employees are trained and documentation meets the division quality standards
Assist in developing a culture which promotes a customer focused philosophy of “ease of doing business” both within and outside the Customer Service department
Hires and retains a diverse, highly qualified staff and provides ongoing performance feedback
Sets goals which align to department plans and manages the execution of goals through coaching and mentoring
Maintains a safe and professional work environment
Support all Company initiatives as identified by management and in support of Joint Commission accreditation (JCAHO), Quality Management Systems (QMS), Environmental Management Systems (EMS), and other regulatory requirements
Complies with Company policies, operating procedures, processes, and task assignments
Maintains positive and cooperative communications and collaboration with all levels of employees, customers, patients, payers, contractors, and vendors
Performs other related duties and responsibilities, on occasion, as assigned
Required Qualifications
High School diploma required; College Degree preferred
Minimum of 3 years of Supervisor experience with direct reports required
Demonstrated ability to train and mentor others required
Minimum of 3 years of experience in Customer Service
Strong leadership skills, including the ability to set goals and provide positive and constructive feedback respectfully to build positive relationships and improve business results
Ability to work effectively within a team as well as cross-functionally in a fast-paced changing environment
Strong verbal and written communications with ability to effectively communicate at multiple levels in the organization
Multi-tasks, prioritizes and meets deadlines in timely manner
Strong organizational, process, planning, and follow-up skills and ability to hold others accountable
Ability to maintain regular and predictable attendance
Ability to communicate effectively with team members, clients, caregivers, clinicians, and referral sources
High degree of attention to detail in a high volume environment
Excellent planning and organizational skills, ability to meet deadlines, ability to provide metric driven reports weekly and monthly showing customer service representative workload distribution
Problem resolution and follow up skills
Demonstrated ability to train and mentor others required
Ability to work in a highly matrixed and geographically diverse business environment
Experience working in a broader enterprise/cross division business unit model preferredigh school diploma
Minimum of one year experience in a customer service role or equivalent combination of education and experience
Apply Now (https://www.jobs.abbott/us/en)
- Participants who complete a short wellness assessment qualify for FREE coverage in our HIP PPO medical plan. Free coverage applies in the next calendar year.
Learn more about our health and wellness benefits, which provide the security to help you and your family live full lives: www.abbottbenefits.com (http://www.abbottbenefits.com/pages/candidate.aspx)
Follow your career aspirations to Abbott for diverse opportunities with a company that can help you build your future and live your best life. Abbott is an Equal Opportunity Employer, committed to employee diversity.
Connect with us at www.abbott.com , on Facebook at www.facebook.com/Abbott and on Twitter @AbbottNews.
The base pay for this position is $72,700.00 – $145,300.00. In specific locations, the pay range may vary from the range posted.
An Equal Opportunity Employer
Abbot welcomes and encourages diversity in our workforce.
We provide reasonable accommodation to qualified individuals with disabilities.
To request accommodation, please call 224-667-4913 or email corpjat@abbott.com
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