Associate Support Specialist

PURPOSE AND SCOPE:

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.

PRINCIPAL DUTIES AND RESPONSIBILITIES:

• 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.  See applicable addendum for department or location specific functions.

PHYSICAL DEMANDS AND WORKING CONDITIONS:

• The physical demands and work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
• 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.

EDUCATION:

High School Diploma required

EXPERIENCE AND REQUIRED SKILLS:

• 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.

EO/AA Employer: Minorities/Females/Veterans/Disability/Sexual Orientation/Gender Identity

Fresenius Medical Care North America maintains a drug-free workplace in accordance with applicable federal and state laws.

EO/AA Employer: Minorities/Females/Veterans/Disability/Sexual Orientation/Gender Identity

Fresenius Medical Care North America maintains a drug-free workplace in accordance with applicable federal and state laws.