Job Description

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 115,000 colleagues serve people in more than 160 countries.

Job Title

Enrollment Services Specialist

Working at Abbott

At Abbott, you can do work that matters, grow, and learn, care for yourself and your 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.
• Employees can qualify for free medical coverage in our Health Investment Plan (HIP) PPO medical plan in the next calendar year.
• An excellent retirement savings plan with a high employer contribution.
• Tuition reimbursement, the Freedom 2 Save student debt program, and FreeU 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 worldwide 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 the best place to work for diversity, working mothers, female executives, and scientists.

Working at Abbott

At Abbott, you can do work that matters, grow, and learn, care for yourself and your 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.
• Employees can qualify for free medical coverage in our Health Investment Plan (HIP) PPO medical plan in the next calendar year.
• An excellent retirement savings plan with a high employer contribution.
• Tuition reimbursement, the Freedom 2 Save student debt program, and FreeU 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 worldwide 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 the best place to work for diversity, working mothers, female executives, and scientists.

The Opportunity

This position works out of ourLivermore, CAlocation in theAbbottHeart Failure,AcelisConnected Health businessOurHeart Failuresolutions are helping address some of the World’s greatest healthcare challenges.

AsanEnrollment ServicesSpecialist,you’llhave the chance tomanage new customer accounts and leads You willreviewbenefitscoverage, place orders, collectmissinginformation and transfer calls as needed to theappropriate departments The Enrollment ServicesSpecialistgoal is to strive for high quality interactions to ensure customers understand the onboarding process and toreport anyopportunity for improvements to managementin order toimprove the patient experience in the future.

What You'll Work On

The following reflects management’s definition of essential functions for thisjob, butdoes 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.

• Handle escalated customer calls and situations

• Monitor all department queues

• Create and distribute department Tier email

• Run department reporting

• Monitor and distribute and/or handle department email box

• Assign and dispatch cases to trainers for training

• Place meter and/or supply orders for customers

• Place trainer supply orders

• Follow up with trainers on pending training assignments

• Handle inbound and outbound trainer calls

• Handles outbound and inbound calls, providingcustomers an of the program and responding to questions about the program enrollment, encourages immediate assessment of enrolled participants

• Able to meet established performance metrics thatinclude:Quality, Conversions, and Operational Efficiency.

• Able to overcome objections quickly and accurately.

• Utilizes multi-media resources to accurately process participant information; obtaining all demographic information on new participants and inputs intocomputertoinitiatemedicalrecord

• Tracks productivity as assigned.

• Develops rapport with participants and adjusts to their communication style.

• Providesaccurateand compelling information aboutAcelisConnected Health’s programs and services.

• Handles change in a fast paced, team environment.

• Adheres to company policies and procedures, including business dress code.

• Available to work any shift during operating hours.

Required Qualifications

• One (1) to four (4) years’high volume call center experience

• High School diploma or equivalent

• Position requires heavy data entry

• Some secondary educational coursework in applicable field desired

• Ability to use thinking and reasoning skills to solve problems

• Able toutilizejob aids and reference materials to accurately process participant questions and requests.

• Takes initiative on assignments and projects

• Demonstratesabilityto multi-task in a dynamic work environment.

• Works well in an unstructured environment and when faced with new or undefined situations; understands how to assess a situation, how to use tools and resources and when to hand-off forappropriate resolution

• Assumes personal ownership of his/herresults:takes responsibility for and pride in achieving successful results; if goals are missed, holds him/herself accountable for improvement

• Demonstrates a strong work ethic andappropriate senseof urgency; is committed to seeing tasks through to completion

• Quicklyidentifiesand effectively aligns with different communication styles; is professional and positive in interactions with others andis able toestablishrapport quickly

• Displays fluency when using language (both verbal and written); has a solid knowledge of grammar,syntaxand style;utilizesappropriate voicetone,speedand inflection

• Can speak persuasively whilemaintaininga positive customer experience

• Listens for meaning, asks probing questions and considers what others have to say

• Regardless of outcome,demonstratesexceptional customer services skills that included (but not limited to): courtesy, personalization, acknowledgement/empathyand flexibility

• Displays drive,energyand initiative.

• Demonstrates personal integrity in dealing with others.

• Demonstrates a strong customer serviceorientation, andtakes responsibility to follow through on commitments to customers.

• Behaves professionally and uses good judgment in all interactions in which he/she is likely to be viewed as a representative ofAcelisConnected Health

• Enthusiastically supports Enrollment Services activities,contestsand events

• Shows respect for other members of the team

• Resolves service problems bydeterminingthe cause and selecting bestpossible solution

• Ability to make decisions while following company procedures

• Assistswith any special projects as directed by manager

• Maintains a culture of accountability and standards

• Follows all regulatory policies, procedures, privacy, and security standards

• Completes requiredAcelisConnected Health programs for compliance

• Knowledge of customer support philosophy andobjectivesrequired

• Successfully meet orexceededsales quotas in a performance-based workplace.

• Demonstrates strong attention to detail to meet health carerecordscompliance.

• Able to use multiple computer applications.

• Able to useACDtelephone system.

Preferred Qualifications

• Proficient on Microsoft office programs and keyboarding, specifically Outlook, Word, and Excel

• Use current technology and informatics

• Proficient in Windows based applications and Internet

• Basic understanding of the company LMS (METRO/LERN)

Physical Requirements

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

• No lifting over 10 pounds required withoutassistance

Apply Now

Learn more about our health and wellness benefits, which provide the security to help you and your family live full lives: www.abbottbenefits.com

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.

Connect with us at www.abbott.com, on Facebook at www.facebook.com/Abbott, and on Twitter @AbbottNews.

The base pay for this position is

$22.50 – $45.00/hour

In specific locations, the pay range may vary from the range posted.

JOB FAMILY:

Customer Service

DIVISION:

HF Heart Failure

LOCATION:

United States > Livermore : 6465 National Drive

ADDITIONAL LOCATIONS:

WORK SHIFT:

Standard

TRAVEL:

Not specified

MEDICAL SURVEILLANCE:

Not Applicable

SIGNIFICANT WORK ACTIVITIES:

Continuous sitting for prolonged periods (more than 2 consecutive hours in an 8 hour day)Abbott is an Equal Opportunity Employer of Minorities/Women/Individuals with Disabilities/Protected Veterans.EEO is the Law link - English: http://webstorage.abbott.com/common/External/EEO_English.pdfEEO is the Law link - Espanol: http://webstorage.abbott.com/common/External/EEO_Spanish.pdf