Equipment Supervisor, Customer Service - Now Hiring

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 student debt program and 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

* 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: 

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.

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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.