Customer Account Services Team Lead

Job Description

Job Description

Description:

About the Company:

MED-EL Corporation is a global leader in hearing implant technology and research. While headquarters resides in Austria, our US branch is based in Durham, North Carolina, at Research Triangle Park. We pride ourselves in being innovators through and through. We bring people the joy of sound through our extensive portfolio of hearing technology and consistently pursue product and process improvement. MED-EL hearing implant systems combine the latest scientific advances, engineering, and manufacturing techniques to offer performance, safety, and reliability. With people at the epicenter of our research and technology, we relentlessly pursue connection—connection to sound, connection to each other, connection to possibility. Here at MED-EL, we are proud to offer a diverse, team-focused culture driven by our passion to support candidates, recipients, their families, and clinical partners.

Our Mission: Delivering leading-edge technology to restore hearing and empower connection.

About the Role:

The Customer Account Services (CAS) Team Lead role will work with institutions, clinics and patients/caregivers by answering product and service questions. In addition, they will process orders, prepare correspondence and fulfill customer needs to ensure excellent service standards and maintain high customer satisfaction. They serve as a first line of support for escalated phone calls and elevated customer needs.

***This role must be based in Mountain or Pacific Time Zone working 12-8:30pm ET***

Primary Responsibilities:

• Serve as a contact for customers including, medical providers (hospitals, implant centers, research centers) and professional (surgeons, audiologists, educators) contacts regarding product needs.
• Serve as a contact for customers including patients/family members regarding product needs.
• Responsible for motivating the CAS Team as well as inspiring positive communication within them so that they can work together toward achieving goals.
• Accept special projects and assignments as business requires.
• Assist other MED-EL team members in achieving company goals.
• Floats within supported regions as daily staffing requires.
• Manages Tier I Accounts within assigned region(s).
• Backup to Team Lead peers.
• Backup to supervisor.
• Serves as Escalation Specialist.
• Reviews complaints and completes root cause determination (RCD) forms.
• Understands and monitors specialist’s workflows.
• Quality oversight partner.
• Mentor to new hires and coach to CAS Team.

Position Qualifications:

• High School graduate or equivalent.
• Minimum 2-3 years MED-EL Customer Account experience required.
• Ability to handle assigned responsibilities with minimal supervision.
• Ability to complete assigned tasks in a timely manner and assist others when assigned work is complete.
• Excellent database skills with proficiency in Microsoft Office (Excel, Word, Outlook) and ability to learn various systems used by customer care personnel.
• Excellent people skills and the ability to deal with challenging and stressful situations.
• Ability to uphold MED-EL Quality System requirements, detailed operational procedures, and various regulatory requirements relevant for medical device companies, Medicare and Medicaid Providers.
• Ability to perform under pressure, including time- pressure/deadlines, quality audits and various regulatory (FDA, HIPAA, Medicare, OIG, OCI) inspections, etc.
• Must be based in MST or PST

What We Offer:

We know that benefits are important to you, and we offer a robust benefits package including:

• Medical, dental, and vision coverage available, effective on the first day of the month following 30 days of active service.
• 401k Match
• Health Savings Account
• Short term and long-term disability paid by the company.
• Company paid life insurance with an option to purchase additional coverage.
• FSA Dependent Care
• Pet Insurance
• Critical Illness
• Accident Insurance
• PTO – 20 days annual that is accrued each pay period. Plus 40 hours Medical/Sick leave annual, prorated from hire date and 9 holidays.
• Employee Assistance Program