Medical Device Reporting Specialist

Immediate need for a talented Medical Device Reporting Specialist. This is a 12+ Months Contract opportunity with long-term potential and is located in Atlanta, GA (Onsite). Please review the job description below and contact me ASAP if you are interested.

Job ID:25-63353

Pay Range: $27 - $29/hour.  Employee benefits include, but are not limited to, health insurance (medical, dental, vision), 401(k) plan, and paid sick leave (depending on work location).
 
Key Responsibilities:

• Fielding all incoming help requests from clients via telephone and/or emails in a courteous manner.
• Document all pertinent end user identification information, including name, department, contact information and nature of problem or issue.
• Update own availability in the RAVE system to ensure productivity of the process
• Record, track, and document all queries received, problem-solving steps taken and total successful and unsuccessful resolutions.
• Follow standard processes and procedures to resolve all client queries.
• Resolve client queries as per the SLA’s defined in the contract. 
• Access and maintain internal knowledge bases, resources and frequently asked questions to aid in and provide effective problem resolution to clients.
• Identify and learn appropriate product details to facilitate better client interaction and troubleshooting. 
• Document and analyze call logs to spot most occurring trends to prevent future problems.
• Maintain and update self-help documents for customers to speed up resolution time.
• Identify red flags and escalate serious client issues to Team leader in cases of untimely resolution.
• Ensure all product information and disclosures are given to clients before and after the call/email requests.
• Avoids legal challenges by complying with service agreements.
• Provide product support and resolution to clients by performing a question diagnosis while guiding users through step-by-step solutions.
• Assist clients with navigating around product menus and facilitate better understanding of product features. 
• Troubleshoot all client queries in a user-friendly, courteous and professional manner.
• Maintain logs and records of all customer queries as per the standard procedures and guidelines.
• Accurately process and record all incoming call and email using the designated tracking software.
• Offer alternative solutions to clients (where appropriate) with the objective of retaining customers’ and clients’ business.
• Organize ideas and effectively communicate oral messages appropriate to listeners and situations.
• Follow up and make scheduled call backs to customers to record feedback and ensure compliance to contract /SLAs.

Key Requirements and Technology Experience:

• Skills-Medical Device , SLA Compliance, Medical Devices - Class I, Class II and/or Class III.
• Undertake product trainings to stay current with product features, changes and updates.
• Enroll in product specific and any other trainings per    client requirements/recommendations.
• Partner with team leaders to brainstorm and identify training themes and learning issues to better serve the client.
• Update job knowledge by participating in self learning opportunities and maintaining personal networks.

Our client is a leading IT Industry and we are currently interviewing to fill this and other similar contract positions. If you are interested in this position, please apply online for immediate consideration.
 
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