Client Services Correspondence Agent

DO WORK THAT MATTERS.

At Abbott, diverse ideas, perspectives, and expertise allow us to create the life-changing solutions that help people live healthier lives. In 150 countries and with business spanning nutrition, diagnostics, medical devices, and branded generic pharmaceuticals. Abbott offers you enormous opportunities to explore your interests and help you achieve your career and personal goals.

DIVISION

Abbott Rapid Diagnostics (formerly Alere) is part of Abbott's Diagnostics family of businesses, bringing together exceptional teams of experts and industry leading technologies.

BUSINESS UNIT

Abbott's Workplace Services business is driven by the vision, passion and dedication of its employees who are committed to developing and delivering innovative products and services which automate and streamline the employee screening process by combining cutting-edge technology with superior customer service.

POSITION SUMMARY

Outstanding customer service is a top priority at Alere eScreen, and the Client Services Team plays a critical role in shaping Alere's image with our customers, vendors, and business partners. Alere imparts the importance of that role, by selecting team members who are committed to providing knowledgeable, responsive, helpful, and courteous interactions. The Client Service Correspondence Agent will ensure that responses to email and Chat inquiries are accurate, timely, and professional. In addition to written communication with clients and clinics, agents identify, define, and document any issues related to eScreen systems or practices, as well as determine root causes, and identify and research concerns

ESSENTIAL DUTIES AND RESPONSIBILITIES - (KEY ACTIVITIES)

* Offers recommendations with regards to Client Services policies and procedures related to the servicing of eScreen clients and clinics

* Provides feedback as it relates to training methods, mediums, and plan for all new client services representatives

* Adheres to Balanced Performer Quality, Performance, and Attendance Standards

* Focused to ensure that Turn Around Time Service Levels are achieved

* Answers email and Chat inquiries, and escalations

* Maintains appropriate client follow-up

* Understands general collection, laboratory, and medical review procedures

* Advanced knowledge of eSreen123 and MyeScreen.com

* Identifies, documents, and resolves negative impacting gaps, trends, or issues

* As necessary escalates issues from clinics and clients

* Informs Managers and Team Leaders of issues regarding eScreen systems

* Makes recommendations for improved processes, or procedures within Client Services

* Other duties may be assigned

Requirements:

To be considered an applicant for this position you must show how you meet the basic qualifications of the job in a resume or document you upload, or by completing the work experience and education application fields. Accepted file types are Microsoft Word (DOC or DOCX), PDF, HTML, or TXT.

What You Will Need:

* Four-year degree from an accredited college or university is strongly preferred

* Call center experience strongly preferred

KNOWLEDGE

* eScreen systems

* Strong written communication skills

* Understands productivity and quality objectives

* Strong computer skills

* Positive and helpful attitude

* Punctuality and attendance

* Initiative and Attention to detail

* Flexible work schedule (shifts run from 7am CT through 7pm CT)

LEADERSHIP / TALENT MANAGEMENT

* Assists with interviews and gives recommendations about candidates

* Training new employees

* Assigning and directing work

* Apprising performance

* Rewarding employees

* Addressing complaints and resolving problems

About Abbott

At Abbott, we're committed to helping people live their best possible life through the power of health. For more than 125 years, we've brought new products and technologies to the world – in nutrition, diagnostics, medical devices and branded generic pharmaceuticals – that create more possibilities for more people at all stages of life. Today, 99,000 of us are working to help people live not just longer, but better, in the more than 150 countries we serve.

Why Abbott?

* At our healthiest, we can lead lives full of possibilities

* Building healthier lives and stronger communities

* Making good things happen in more than 150 countries

* Tackling challenging health needs around the world

* Making a notable difference

* Fortune, one of the world's leading business journals, has named us the Most Admired Company in our industry for the fifth consecutive year

* 100 top Global Innovators, Clarivate Analytics

* Fortune's Most Admired Companies since 1984; # 1 in Medical Products

* Top 20 Employer, Science

* Top 50 Companies for Diversity, DiversityInc.

* 100 Best Companies, Working Mother

* Workplace leadership In more than 25 countries

* Inspiring employees to push past possible

* Competitive compensation plus comprehensive benefits

* Competitive healthcare benefits (medical, dental and vision) - new employee is eligible to sign up from day 1

* Flexible Spending Account (FSA)

* Dependent Care Saving Account

* Health Savings Account (HSA)

* Prescription Savings Tool

* Well-Being Programs (take care of your health, earn rewards)

* Stock Retirement Savings Plan (401K) with great match

* PTO, floating holidays and paid company holidays

* Alere Cheers Merchant Point Reward Program

* This is an opportunity to be with an industry leading company that continues to experience tremendous growth and for you to be part of something that is bigger than yourself

* Much more…

Abbott Rapid Diagnostics is an Equal Employment Opportunity/Affirmative Action employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, age, national origin, protected veteran status, disability status, sexual orientation, gender identity or expression, marital status, genetic information, or any other characteristic protected by law. If you need accommodation for any part of the employment process because of a disability please send an email to jobs@alere.com to let us know the nature of your request.

We are a drug-free workplace. Selected candidates are required to pass a drug test before beginning employment.