Customer Experience Specialist

Location

Hybrid - US

Type

Full Time

Who We Are
WRS is a medical device company headquartered in Ann Arbor, MI.  We offer world class multi-modal post-op pain management for orthopedic excellence. We focus on systems that improve patient recovery and practice management. We do all of this while combating the Opioid Epidemic. We are located in the heart of downtown Ann Arbor, MI and we looking for a full-time Customer Engagement Specialist.  Hybrid work is available, prefer candidates in Michigan.
 
We offer a best-in-class benefits package including medical/dental/vision, unlimited PTO, 401k, company-paid life insurance and long-term disability benefits.  We also have frequent company-sponsored events and lunches and snacks in the office.  
 
Our culture is one of caring and collaboration, and we enjoy a flexible and team-oriented environment.
 
 What You'll Do 

  • Conduct phone calls with patients, and sales force throughout the day
  • Utilize several databases to ensure accurate prescription documentation and patient records
  • Provide excellent customer (patient) care
  • Establish and foster strong relationships with patients as well as internal and external sales force
  • Distribute and document information obtained by phone and via email
  • Ensure that scheduling, fittings, and pickups from patients are conducted and completed in a timely manner 
  • Collaborate with team to improve processes and efficiencies
  • Ensure compliance with state and federal regulations
  • Attention to detail when learning the ins and outs of our CCT/SAM units. 
  • Responsible for reporting team metrics on a weekly basis.
  • Weekend on call availability for incoming patient calls
  • Demonstrate performance aligned with WRS guiding principles, including caring, collaboration, trustparency, and innovation

What You'll Bring
 
  • High School Diploma (or equivalent); college degree preferred
  • 1+ year experience in a medical setting preferred
  • A positive, customer-focused approach and strong work ethic
  • Must be analytical and solution-oriented with excellent problem-solving abilities, superior follow-up skills, strong time management, and the ability to shift gears frequently throughout the day
  • Intermediate MS Suite, Outlook, and typing skills
  • Excellent verbal and written communication skills 

Flexible work from home options available.

Compensation: $42,000.00 - $45,000.00 per year

We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status, or any other characteristic protected by law.

Company Website: www.wrspecialists.com

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