Offers “Abbott”

Expires soon Abbott

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

     

     

     

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