Inside Sales-VAD Service Specialist

Alere is now Abbott.

The healthcare industry is trending ina direction where connected health solutions are receiving greaterconsideration and are steadily becoming components of standard medicalpractice.

Alere Home Monitoring is now ABBOTT and exists at theconvergence of Technology, Healthcare, and the delivery of world class PatientSupport. Our remote monitoring capabilities improve the volume and valueof data and facilitate the transformation of that data into meaningfulinformation, capable of delivering improved outcomes and medical decisionsupport. Our goal is to offer patients and physicians options regardingthe delivery of healthcare, in manners that improve efficiencies, efficacy, andquality of life. Our services focus on healthcare circumstances where "Knowingnow matters" ™.

POSITION SUMMARY

The Ventricular Assist Devise (VAD) Customer Service Specialist is responsible for clerical duties. This position works closely with the VAD Service Specialist, assisting them with admitting patients, providing technician reports and following up on missing documents. This position will work directly with VAD team members, Vendors and Patients to exceed customer expectations.

PRINCIPLE RESPONSIBILITIES includes the following. Other duties may be assigned.

* The following reflects management's definition of essential functions for this job, but does not restrict the tasks that may be assigned. Management may assign or reassign duties and responsibilities to this job at any time due to reasonable accommodation or other reasons.

* Assign appropriate activities to the correct department for patient follow up such as clinic or benefits follow up.

* Request any additional information needed by Verification of Benefit (VOB) to complete benefit check from patient.

* Contact patient to complete Patient Information Form (PIF/VWPIF) to be sent to patient via mail/email/fax.

* Receive inbound queue calls for patient supply re-order.

* Follow up on insurance documents needed by VOB to complete reauthorization.

* Prepare, enter, and maintain accurate data in company systems.

* Identify and notify management of new driveline/supply products to add to GP/CV and obtain usage information.

* Coordinate the return of equipment or supplies with the Vendor and Patient when needed.

* Receive inbound queue calls for patient supply re-order.

* Performs quality check on orders for the prescription on file.

* Performs Real-Time eligibility on all daily orders.

* Performs outbound compliance calls to patients.

* Partners with VAD Specialist to resolve outstanding eligibility issues or customer issues such as missing patient data, clinic information, etc.

* Resolves or reports problems encountered immediately, including unreadable data, unacceptable data, equipment malfunctions and any other problems to their management team.

* Schedule Planned Maintenance (PM) and processing maintenance report.

* Provide PM report to VAD Service Specialist.

* Process patients first initial supply order in GP and IM.

* Create Purchase Order (PO), Sales Order (SO) and work with Vendors to order equipment.

* Admit patients to service in Carevoyant (CV).

* Log PM schedule and serial numbers in CV.

* Receive and log serial numbers from vendors.

* Performs outbound calls to customers to notify of shipping issues such as delay or missing information.

* Assists patients with inquires about the VADCare Program, insurance inquires for replacement equipment.

* Provides an overview of VADCare and the services provided and enrollment.

* Assist with implementation of work flow productivity improvements.

* Follow all regulatory policies and procedures, privacy and security standards in accordance with Government agencies to include HIPAA requirements.

* Understand and adhere to business processes and procedures.

* Maintain a culture of accountability in area of responsibility.

* Assist with any special projects as directed by manager.

PROBLEM SOLVING/DECISION MAKING

* Review service insurance coverage with management when coverage questions arise

* Assists with any special projects as directed by manager

ACCOUNTABILITY/SCOPE/DIMENSIONS

* Responsible for time management, adherence to schedule and attendance

EDUCATION/EXPERIENCE

* High School Diploma or GED

* Minimum of three years relevant working experience preferred

* Excellent oral and written communication skills

* Detail oriented with a focus on exceptional customer service

* Excellent PC skills and organizational skills

CERTIFICATES, LICENSES, REGISTRATIONS

* Required Alere programs for compliance

* Completes required educational opportunities and compliance for corporate or company policy

LANGUAGES

* Spanish – Fluent

* English - Fluent

TECHNICAL SKILLS

* Proficient in Microsoft office programs and keyboarding, specifically Outlook, Word, and Excel

* Ability to learn database applications

COMMUNICATION SKILLS

* Communicate clearly and concisely, both in writing and verbally with others in a professional manner

* Organize activities or projects and meet set deadlines

* Ability to use thinking and reasoning skills to solve problems

* Ability to make decisions while following company procedures

* Maintains productive working relationships with other Alere Home Monitoring associates

PHYSICAL REQUIREMENTS

* Must be able to work at a computer workstation for extended periods of time

* Ability to lift 15-20pounds

* Must be able sit at a standard work station for long periods (2 hours minimum at a time)

* Must be able to perform the essential functions of the job while working in an active call center environment

* Must be able to work with a standard computer and monitor using keyboard and phone for up to 2 hours at a time

* No work related travel

* Must have the ability to get to work on time and work for the entire assigned shift

* Must be able to work a day shift from minimum 9:30 am to maximum 6:00 pm local time.

POLICIES AND PROCEDURES

* Understands and adheres to business processes and procedures

* Follows all regulatory policies, procedures, privacy, and security standards in accordance with government agencies including all HIPAA requirements

"Abbott, Formerly Alere Home Monitoringis an equal opportunity/affirmative action employer. If you needaccommodation for any part of the employment process because of a disability,please send an e-mail to Ashley.Polnoff@alere.com orcall 1-877-262-4669 ext. 7692 to let us know the nature of your request."

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