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THE POSITION:
The Medical Product Specialist II will provide dedicated specialized support to patients, caregivers, physicians, and client personnel for activities related to client’s products, product literature, clinical trials, identification and reporting of adverse events, technical and product complaints, eligibility into programs, website navigation, quality and reporting through our patient services contact support center.ESSENTIAL DUTIES AND RESPONSIBILITIES:
Our employees are tasked with delivering excellent business results through the efforts of their teams.  These results are achieved by:Mastery of all assigned medical products, identification and reporting of adverse events and technical product complaints, systems and website navigation, data intake, processing, and phone support.Responding to inquiries from customers, sales representatives and business partners, and follow up on requests in a timely, courteous and professional manner. Maintain positive attitude and a helpful approach to customers and clients.Serving as a subject matter expert, provide leadership support according to business rules of assigned program.Completing assigned case work, investigations and answer questions regarding medical products, instructions for use, product replacements, clinical trials, insurance benefits, and facilitate enrollment into support programs, literature requests, and responses to emails and postal mail.  Placing outbound calls to customers for additional information.Meeting all client required service level commitments with quality and excellence.Handling other tasks and projects as assigned including but not limited to client inquiries, escalations, exceptions, management mailbox, postal mail, reconciliation reports, and workforce functions. Supporting all other duties as assigned.Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of this position. EXPECTATIONS OF THE JOB:Job DutiesLearn, understand, and follow all company and client policies and procedures.Accept being accountable and responsible in work practices and expectations. Delivers what is promised.Foster a collaborative, team-oriented attitude. Communicates effectively with others with clarity and transparency.Use innovative critical and creative thinking to evaluate and solve work and customer issues.Seek assistance in solving work problems through collaboration and information seeking.Personal AccountabilityAttendance – Excellent attendance is a key success driver for this roleCompliance Wire Online Training – at least 95% on-time completionProfessional, positive, ethical, and responsible behaviorCollaboration, proactive, and effective oral and written communicationAbility to self-manage, multitask and problem solveProficient computer skillsDemonstrate cultural beliefsSpecialists who regularly perform at or above the targeted performance levels will be eligible for hybrid / remote work opportunities with the following considerationsSupervisor approvalProof of HIPAA compliant workspaceProof of secure internet connectivity with sufficient bandwidth to successfully conduct the role activitiesMaintain in office performance, quality levels and schedule adherenceThe above list reflects the general details necessary to describe the expectations of the position and shall not be construed as the only expectations that may be assigned for the position.An individual in this position must be able to successfully perform the expectations listed above.