Client Services Specialist I
About Us:
Eat Well, Live Well. At Ajinomoto Cambrooke, we build careers grounded in helping improve people’s health through nutritional therapies.
Ajinomoto Cambrooke (ACI) was founded by parents looking to develop better solutions for their children with PKU. Over the subsequent 20+ years, we have expanded into additional therapeutic areas with a focus on enjoyable nutrition as a core part of normalizing the life for people living with medical conditions.
Joining ACI means becoming part of a diverse team of talented people who want to build their careers while contributing back to society in a positive way. We seek individuals who bring an entrepreneurial mindset with a bias for action and finding solutions.We provide an environment based in mutual respect and collaboration to support you and give you opportunities to learn and develop.
Join us to find a rewarding work experience that lets you be at your best and have an impact on our patient communities.
Overview:
The Client Services Representative I handles incoming and outgoing customer service functions. This position requires the ability to efficiently handle heavy call volume communicating tactfully and professionally with patients and their family members, various healthcare professionals and institutions, as well as field sales representatives.The Client Services Specialist I position is a full time, non-exempt hourly position with working hours between 8:30 am and 5:30 pm, Monday – Friday.
Qualifications:
EDUCATION, CERTIFICATIONS AND EXPERIENCE:- High School Diploma or Equivalent; college a degree a plus
- Minimum 2 years customer service experience in Durable Medical Equipment, Pharmaceutical, Nutrition, Healthcare or Health Insurance industries.
- Medical Terminology and/or Clinical Nutrition knowledge a plus.
- Previous experience working with order management systems required, Salesforce knowledge a plus.
- Previous work in a HIPAA compliant environment a plus.
- Ability to multi-task, with attention to detail to ensure accurate order entry.
- Ability to prioritize work, anticipate department needs, plan accordingly and handle interruptions with ease.
- Strong written and oral communications skills required to provide excellent customer service.
- Dependability, with a strong work ethic, and eagerness to share and communicate with team.
- Ability to interact well with other staff members and in alignment with ACI’s overall goals is required.
- Ability to work collaboratively in a team setting.
- Ability to work independently with minimal direction and take initiative within scope of work responsibilities.
- Proficient in Microsoft programs including Excel, Word, SharePoint, Teams, etc.
- Must bring confidentiality to all aspects of work, and safeguard all employee, patient, and company sensitive information.
- Knowledge of HIPAA and the ability to maintain confidential information security with regard to all company’s proprietary information.
Working Conditions / Physical Requirements:
WORKING CONDITIONS: Majority of work is completed in an office setting working inside a controlled temperature environment. Occasional work outside may be required to support employee or patient events. This position may perform activities in an environment containing hazardous elements and requiring safety awareness and adherence to all safety and GMP policies and guidelines.Work must be performed in a safe manner for personal protection and for the protection of other team members.
PHYSICAL REQUIREMENTS:- Position requires the ability to sit for a minimum of 6 hours per day.
- Ability to utilize a telephone, headset, computer and other office equipment as required.
- Ability to stand, walk, bend over, and reach above head on a regular basis.
- Ability to lift or carry up to 25 pounds occasionally.
- Repetitive use of hands/arms for writing, filing, and computer work.
- Ability to wear safety shoes, hairnets, safety glasses when entering the manufacturing environment.
Responsibilities:
- Participating in the Customer Service effort utilizing internal order management systems and Salesforce.
- Processing Retail, Wholesale, and Institutional orders for medical foods and formula received via the phone, website, fax and emails with working knowledge of other product lines.
- Providing excellent customer service resolving issues in a timely, professional, and caring manner with compassion and drive to ensure patient(s) and their families receive optimal coverage so they can receive Cambrooke products.
- Ensuring Ajinomoto Cambrooke has updated documentation and facilitate requests for missing or ones nearing expiration dates.
- Performing insurance eligibility.
- Ensuring all incoming requests are worked and responded to timely, following the guidelines set forth within Revenue Cycle Department.
- Distributing informational materials to clients and institutions.
- Maintaining and communicating any client updates and/or changes keeping master file current.
- Processing Sample Requests submitted by clients, dietitians, and Territory Managers.
- Daily order review and Credit Card processing in OMS.
- Ability to make outbound sales calls.
- Escalates customer concerns, complaints, and inquiries internally.
- Maintains and safeguards sensitive information regarding customer data/information and internal communication.
- Adhering to all company SOPs with regards quality and safety
- Other duties as assigned.
Salary Range: yes
EEO Statement:
Ajinomoto Cambrooke, Inc. is an Equal Opportunity Employer-Vets/Disabled, committed to a diverse workforce. If you need assistance with completion of an application for employment, please contact Human Resources Department at 978-862-1938.