[Hiring] Associate Support Specialist @Fresenius Medical Care

Role Description

The Associate Support Specialist responds to routine customer telephone inquiries of applicable devices within the assigned function(s). The incumbent communicates knowledge-based operational and technical support to diverse audiences. In this capacity, the Associate Support Specialist provides outstanding customer service through effective and timely communication.

• Address routine operational and/or technical issues by providing effective customer support of applicable devices within the assigned function(s) on a daily basis.
• Ensure data accuracy and integrity throughout the documentation process of all customer contacts in applicable systems.
• Maintain various confidential patient and/or health information in compliance with company policies and procedures, HIPAA and other regulatory requirements.
• Provide diverse administrative support within the assigned function(s) as required.
• Maintain current knowledge of all applicable devices and/or troubleshooting techniques to continually provide effective technical support.
• Establish and maintain strong relationships with internal and/or external customers through the effective understanding and utilization of established company policies and procedures during all customer interactions.
• May assist with the orientation and/or training of new employees within the assigned function(s); providing peer coaching, knowledge-based troubleshooting and other guidance as necessary.
• Assist with various projects as assigned by direct supervisor.
• Additional responsibilities may include focus on one or more departments or locations.

Qualifications

• High School Diploma or equivalent experience required
• 0 - 1 year's related experience.
• Prior experience in a customer service or call center environment desirable.
• Fluency in Spanish desirable.
• Detail oriented with good analytical and organizational skills.
• Good computer skills with demonstrated proficiency in word processing, database and email applications.
• Must be able to apply logical and critical thinking skills to effectively resolve diverse problems in a clear and concise manner.
• Good time-management skills with the ability to multitask concurrent priorities in an organized manner.
• Possess great customer service skills to productively handle confidential information with a high level of professional, discretion and tact.
• Good oral and written communication skills to effectively communicate with diverse audiences.

Requirements

• Must be available for inclusion in a rotating 24-hour call coverage schedule.
• Must be available to work overtime as required.
• Occasionally lift and/or move up to 30 pounds.

Benefits

• Comprehensive benefits package including medical, dental, and vision insurance
• 401(k) with company match
• Paid time off
• Parental leave