PURPOSE OF THE JOB

Works in a call center environment under supervision on defined work assignments while following established procedures. Exercises basic customer service and technical skills in response to remote monitoring inquiries and complaints from health care professionals, Abbott field personnel, patients, and various internal departments.

ROLES & RESPONSIBILITIES

• Is readily available to callers to respond and to document inquiries regarding technical questions, issues and/or complaints, as well as adverse events by identifying and collecting relevant information from callers.
• Documents all product contacts via active and clear notetaking. Prepares Field Contact Reports (FCRs) and forwards them to the Product Performance Group per department policies.
• Adheres to Abbott company policies, operating procedures and work instructions, including time management, attendance, product experience reporting, and patient data privacy.
• Maintains professional, positive and cooperative communications and collaboration with all levels of employees, customers, contractors, and vendors.