Medical Product Specialist, CNA

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 CNA, 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.