Customer Operations Advisor
Maidenhead (Windsor and Maidenhead)
Job description
JOB DESCRIPTION:
Abbott manufacture specialist medical food and equipment for enterally (through tubes) fed patients, we aim to improve patient quality of life and meet their nutritional needs.
Hospital2Home’s (H2H) role is to support the patients feeding once they have left the hospital and returned home. This can be a challenging time for patients and our aim at H2H is to ensure that all of our patients are fully supported. Liaising with healthcare professional and GP’s to ensure they have the feeding products they need and contacting patients monthly to check their stocks and arrange deliveries.
H2H work closely with our dedicated nursing service who oversee the clinical aspects of patient feeding.
MAIN PURPOSE OF JOB
- To support the H2H Operations Manager in day to day activities.
- Provide H2H Dynamics “super-user” system support for the H2H department, including report development, issue investigation and supporting continuous improvement solutions.
- Oversee the process and systems tasks of the H2H Administration function in order to deliver an optimal service level of operational and contractual support in H2H.
MAIN ACCOUNTABILITIES
- Be the H2H super user of H2H Dynamics CRM, managing internal KPI monitoring and reports as well as standard monthly and ad hoc reports for internal and external customers.
- Recording and reporting all overtime and on call activities completed by H2H.
- Assisting with the creation and updating of all H2H Business Operating Procedures. Manage the NARF (New product request) process.
- Complete investigations for customer complaints, and work with the H2H Operations Manager to provide reponses to them. Track and trend complaints: co-ordinating the investigation of H2H service issues, escalating responses as appropriate.
- Assisting the H2H Operations Manager with the creation of User Acceptance Test scripts as well as carrying out User Acceptance Testing in CRM and other related systems.
- Managing all bulk mailings to customers and / or patients
- Particpate in proposing and implementing service innovations.
- Attending Customer awareness and Training days
- Assisting the H2H Operations Manager in updating policy and procedure documentation; ensuring its updated in line with system and procedural changes; communicating any changes made
- Completing internal audits of CRM to ensure data integrity and running weekly data checks To be the H2H advocate and main point of contact for questions/clarification regarding policy and procedure
- To obtain and collate coordinator feedback, sharing with the relevant stakeholders to drive H2H performance Act as an escalation point for HCP concerns and process clarification Maintain and update customer communication as required
As you’d expect from a global healthcare company, Abbott look after their employees and offer a fantastic range of benefits
JOB FAMILY:
Customer Service
DIVISION:
ANI International Nutrition
LOCATION:
United Kingdom > Maidenhead : Abbott House
ADDITIONAL LOCATIONS:
WORK SHIFT:
Standard
TRAVEL:
Yes, 5 % of the Time
MEDICAL SURVEILLANCE:
Not Applicable
SIGNIFICANT WORK ACTIVITIES:
Not Applicable