Customer Service Manger- Healthcare
Allegis Group, Inc. - Corporate (Boston North, Massachusetts)

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Position overview:
This position is full-time and reports to the Supervisor, Customer Support.
The position is responsible for answering incoming 800# calls during both business and nonbusiness hours, from Consumers and Health Care Professionals to provide product support and product benefit information. Our Customer Support Department operates a 24/7 call center.

JOB / DUTIES / RESPONSIBILITIES (Listed in order of importance)

- Provide phone support for technical and product training issues to End Users and Health
Care Professionals in a 24/7 operation. (Ability to provide on-call phone support on a
24/7 basis is required.)
- Documenting all interaction in the Customer Support Database in line with the QA/RA
guidelines.
- Interacts with Customers on a timely and professional basis.
- Educate End Users and Health Care Professionals to reinforce the product knowledge
communicated during training.
- Thorough understanding of technical/product related information.
- Provide feedback to management on an as needed basis.
- Ensure call documentation meets all regulatory requirements.
- Follow Standard Operating Procedures for the Customer Support Department.
- Flexibility in a start-up environment to work outside of set job responsibilities (i.e. assist
with customer training, marketing or other assignments as required).
- Work in conjunction with Sales Training Team and Reimbursement Team to ensure
cohesive, positive and efficient customer service.
- Communicate with Marketing & Sales Training Team sharing knowledge learned to
enhance user techniques (i.e. update users guide).
- Deliver superior frontline customer technical support to the satisfaction of End Users and
Health Care Professionals to ensure positive outcomes and impact on future sales.


JOB QUALIFICATIONS

Requirements
Knowledge / Education
- An extensive knowledge of diabetes management.
- Understanding of insulin pump therapy.
- Diabetes Educator Certification (CDE) is preferred but not required.

Job Experience
- Experience working with End Users and Health Care Professionals
- Experience in a customer support, call center environment.
- Experience with Windows-based programs.
Skills / Competencies

- Ability to work both independently and as part of a team.
- Ability to identify and escalate issues to management as they happen.
- Maintains a high level of technical expertise within an area of specialization; serves as a Technical resource to the business.
- Data entry and ACD phone system skills. Required Skills: HEALTHCARE OPERATIONS, MEDICAL BILLING/CUSTOMER SERVICE, HEALTH/LIFE BENEFITS People. Service. Performance. These values are the foundation of the culture at Allegis Group and our family of companies. Become part of a company that cherishes its people. We offer an excellent salary and benefits package...and a place where you can grow and excel. Allegis Group and its subsidiaries are equal opportunity employers.