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 114,000 colleagues serve people in more than 160 countries.

     

JOB DESCRIPTION:

eMRO Client Service Representative Team Lead

Working at Abbott

At Abbott, you can do work that matters, grow, and learn, care for yourself and 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.

• Free medical coverage for employees* via the Health Investment Plan (HIP) PPO

• An excellent retirement savings plan with 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 around the world 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 a best place to work for diversity, working mothers, female executives, and scientists.

The Opportunity

We have an opportunity for the role of eMRO Client Service Representative Team Lead within our eScreen division based in Kansas City, MO. 

At Abbott, outstanding customer service is a top priority. The eMRO Client Services Team Lead plays a critical role in shaping Abbott’s image with its customers, vendors, and business partners. The team lead works with the eMRO Client Service Manager to meet departmental goals, using independent judgment and control to research, troubleshoot, identify, and document issues, and define root causes and concerns. Interface with eMRO Client Service team members to ensure appropriate training and documentation of calls. Communicate directly with clients and donors to process results, respond to result inquiries, and define/document any issues related to the eScreen system.

What You’ll Work On

• Documents, reviews, and revises any necessary eMRO procedures related to the servicing of eScreen clients, partners, and donors

• Acts as subject matter expert about standard operating procedures for multiple MRO vendors/providers

• Establishes, reviews, and revises effective training methods, mediums, and plans for all new eMRO Client Service Representatives

• Monitors and reports on the progress of all eMRO Client Service Representatives’ performance

• Coaches and trains eMRO Client Service staff

• Observe the performance of the staff and report to management

• Answers telephone and email inquiries

• Answers telephone and email escalations

• Maintains appropriate client follow-up

• Understands and can articulate general collection, laboratory, and medical review procedures

• Identifies, documents, and resolves problems

• Provides consistent feedback to management on backlogged issues

• Escalates issues from the EMRO CLIENT SERVICE staff

• Informs manager of issues regarding the eScreen system

• Makes recommendations for improved processes, and procedures to meet department and company goals

• Works proactively to realize goals set by management

• Sitting in on interviews and giving candidate recommendations

• Planning new employee training

• Assigning and directing work

• Apprising performance

• Addressing complaints and resolving problems

• Other duties as assigned

Required Qualifications

• High school graduate with two to three years’ experience within a client service environment

Preferred Qualifications

• Four-year degree from an accredited college or university is strongly preferred.

• Call center experience is strongly preferred.

• Proficiency with Microsoft Office (Word, Excel, Outlook).

• Prior drug testing knowledge is preferred.

• Federal DOT drug testing regulation knowledge is preferred.

• The ability to understand and explain general collection, laboratory, and medical review procedures is preferred.

Apply Now

* Participants who complete a short wellness assessment qualify for FREE coverage in our HIP PPO medical plan. Free coverage applies in the next calendar year.

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

$19.60 – $39.20/hour

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

     

JOB FAMILY:

Customer Service

     

DIVISION:

TOX ARDx Toxicology

        

LOCATION:

United States > Kansas City : 8140 Ward Parkway

     

ADDITIONAL LOCATIONS:

     

WORK SHIFT:

Standard

     

TRAVEL:

No

     

MEDICAL SURVEILLANCE:

Not Applicable

     

SIGNIFICANT 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: http://webstorage.abbott.com/common/External/EEO_English.pdf

     

EEO is the Law link - Espanol: http://webstorage.abbott.com/common/External/EEO_Spanish.pdf