临床体验分析师-客户服务代表
Associate Clinical Experience Analyst- Customer Service Representative
Abbott 是一家全球医疗保健领导者，帮助人们在生命各个阶段更好地生活。我们的变革性技术组合涵盖了整个医疗保健领域，在诊断、医疗设备、营养品和品牌仿制药方面拥有领先的业务和产品。我们的 122,000 名员工服务于 160 多个国家和地区。
职位描述：
职位概述
初级临床体验分析师提供临床专业知识和运营支持，确保医疗咨询和流程升级的准确处理。该职位结合培训开发、跨职能协作和数据驱动分析，以改进工作流程并提升客户体验。
此职位为 PreventionGenetics 的罕见病客户支持团队提供支持。
班次：周一至周五，CST 时间上午 10:30 至下午 7:00。必须能够适应这些工作时间及时间区。
主要职责
包括但不限于以下内容：
- 作为内部和外部客户的临床联络人，处理升级的咨询。
- 协助处理产品组合中的非请求医疗咨询的升级和文档记录流程。
- 提供特定产品的临床培训，包括内容创建和与培训团队的合作。
- 与实验室和病理学团队合作，确保案例的准确解决和流程改进。
- 监控临床咨询和升级的指标，并识别趋势以采取纠正和预防措施。
- 调查升级情况以识别流程漏洞，并建议重新培训或工作流程调整。
- 根据标准操作程序记录所有信息。
最低要求
- 与主要职责相关的专业学士学位；或副学士学位及 2 年相关经验；或高中文凭或普通教育文凭（GED）及 4 年相关经验。
- 能够使用移动设备、平板电脑或在电脑屏幕前工作，或每天大约 90% 的时间进行打字。
- 能够在工作日、晚上和/或周末以及需要时加班。
此职位的基本薪资为
22.45 – 44.85 美元/小时。在特定地点，薪资范围可能与上述范围不同。
职位类别：
客户服务
部门：
ONCO 癌症诊断
地点：
美国：远程办公
其他地点：
班次：
标准
出差：
无
医疗监督：
不适用
重要工作活动：
查看英文原文
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 122,000 colleagues serve people in more than 160 countries.JOB DESCRIPTION:
Position Overview
The Associate Clinical Experience Analyst delivers clinical expertise and operational support, ensuring accurate handling of medical inquiries and process escalations. It combines training development, cross-functional collaboration, and data-driven analysis to improve workflows and enhance customer experience.
This role is in support of the rare disease customer facing team for PreventionGenetics.
Shift: Monday - Friday, 10:30am-7pm CST. Must be able to accommodate these working hours/time zone.
Essential Duties
Include but are not limited to the following:
- Acts as a clinical liaison for both internal and external customers, addressing elevated inquiries.
- Facilitates elevation and documentation process for Unsolicited Medical Inquiries across product portfolio.
- Provides product-specific clinical training, including content creation and collaboration with training teams.
- Collaborates with laboratory and pathology teams to ensure accurate case resolution and process improvements.
- Monitors metrics for clinical inquiries and elevations, and identifies trends for corrective and preventative actions.
- Investigates escalations to identify process gaps and recommends retraining or workflow adjustments.
- Documents all information according to standard operating procedures.
Minimum Qualifications
- Bachelor’s Degree in a field related to essential duties; or Associates Degree and 2 years of relevant experience.; or High School Diploma or General Education Degree (GED) and 4 years of relevant experience.
- Ability to work on a mobile device, tablet, or in front of a computer screen and/or perform typing for approximately 90% of a typical working day.
- Ability to work weekdays, nights and/or weekends and overtime as needed.
The base pay for this position is
$22.45 – $44.85/hourIn specific locations, the pay range may vary from the range posted.
JOB FAMILY:
Customer ServiceDIVISION:
ONCO Cancer DiagnosticsLOCATION:
United States of America : RemoteADDITIONAL LOCATIONS:
WORK SHIFT:
StandardTRAVEL:
NoMEDICAL SURVEILLANCE:
Not ApplicableSIGNIFICANT WORK ACTIVITIES:
Continuous sitting for prolonged periods (more than 2 consecutive hours in an 8 hour day), Keyboard use (greater or equal to 50% of the workday)Abbott is an Equal Opportunity Employer of Minorities/Women/Individuals with Disabilities/Protected Veterans.EEO is the Law link - English: is the Law link - Espanol: Originally posted on Himalayas