Job Description
Candidates will need to live in a 30-mile radius of the Stuart location, and will have to work in the office Mondays, Tuesdays, Wednesdays, and Thursdays; Fridays will be remote
POSITION PURPOSE
As a PureWick Rx Specialists, you will manage the end-to-end intake and reorder processes for Purewick reimbursement customers. You will ensure seamless enrollment in Liberator’s supply program by collaborating with multiple lead and referral sources. Throughout each customer’s journey, you will deliver personalized, white-glove service and support to uphold the highest standards of satisfaction and compliance.
PRIMARY DUTIES AND RESPONSIBILITIES
- Effectively communicate the features and benefits of the PureWick™ system, demonstrating comprehensive knowledge of its functionality, usage, and maintenance protocols.
- Conduct initial and follow-up communications with prospective leads through inbound and outbound calls, ensuring customer concerns are identified and effectively resolved throughout the engagement process.
- Maintain detailed records of calls, issues, and resolutions in customer relationship management software (CRM) and call tracking systems.
- Consistently meet departmental call volume targets for both inbound and outbound communications, while upholding exceptional standards of professionalism and demonstrating empathetic customer engagement.
- Achieve departmental goals related to sales goals, call volume, customer satisfaction, and quality assurance.
- Ensure adherence to phone quality and compliance standards, including insurance protocols, HIPAA regulations, and prescribed call scripting guidelines.
- Work cross-functionally across the organization to support customers by addressing inquiries, resolving order-related issues, and delivering timely, accurate assistance to ensure a best-in-class experience.
ANCILLARY DUTIES AND RESPONSIBILITIES
- Communicate with customers through digital omnichannel communication methods including web chat and email.
- Maintain a positive work atmosphere that embodies Liberator’s philosophy of professional excellence, teamwork and integrity.
- Maintain high attention to detail throughout daily tasks and projects including accurate notation and details of each customer account to ensure proper and timely follow up.
- Perform other duties and tasks as assigned.
MINIMUM REQUIREMENTS OR QUALIFICATIONS
Education/Experience:
- High School Diploma or GED plus 1 year minimum experience in sales or customer service required.
Skills:
Language:
- Ability to read, analyze, and interpret medical supply publications, technical procedures, and sales training tools.
- Ability to write some external business correspondence.
- Ability to effectively present information and respond to questions from management, team members, and/or customers.
Math:
- Ability to calculate figures and amounts such as discounts, interest, commissions, proportions, and percentages.
- Ability to apply intermediate math skills**.**
Reasoning:
- Ability to solve practical problems and deal with a variety of variables.
- Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form.
Computer:
- Knowledge of Word Processing software, Excel, Access and/or other database software.
Telecommunications: ability to utilize or knowledge of call center telecommunications software (i.e. dialer systems)
WORK REQUIREMENTS
- Ability to work some evening shifts, weekends, and overtime as needed
PHYSICAL DEMANDS
- While performing the duties of this job, the employee is frequently required to walk, sit; use hands to finger, handle, or feel and talk or hear.
- The employee is occasionally required to stand.
- The employee must occasionally lift and/or move up to 50 lbs.
WORK ENVIRONMENT
- Onsite (if required): While performing the duties of this position, the employee performs tasks in a temperature-controlled office environment under normal office conditions. The noise level in the work environment is usually moderate. The work environment involves minimal exposure to hazards or physical risks, which require following basic safety precautions.
- Remote: While performing the duties of this position, the employee must work in a private, quiet area free from distractions to maintain professionalism and confidentiality. Must have reliable high-speed internet at their work location.
DISCLAIMER
The above job description is meant to describe the general nature and level of work being performed; it is not intended to be an exhaustive list of all responsibilities, duties, and skills required for this position. The Company officers, mid-level, and entry level management staff may assign additional duties and responsibilities as needed. This job description in no way states or implies that these are the only duties to be performed by the employee occupying this position. Employees will be required to follow any other job-related duties requested by their supervisor in compliance with Federal and State Laws.
At BD, we prioritize on-site collaboration because we believe it fosters creativity, innovation, and effective problem-solving, which are essential in the fast-paced healthcare industry. For most roles, we require a minimum of 4 days of in-office presence per week to maintain our culture of excellence and ensure smooth operations, while also recognizing the importance of flexibility and work-life balance. Remote or field-based positions will have different workplace arrangements which will be indicated in the job posting.
For certain roles at BD, employment is contingent upon the Company’s receipt of sufficient proof that you are fully vaccinated against COVID-19. In some locations, testing for COVID-19 may be available and/or required. Consistent with BD’s Workplace Accommodations Policy, requests for accommodation will be considered pursuant to applicable law.
