Customer Account Services Specialist I

About the Company:

MED-EL Corporation is a global leader in hearing implant technology and research. While headquarters resides in Austria, our US branch is based in Durham, North Carolina, at Research Triangle Park. We pride ourselves in being innovators through and through. We bring people the joy of sound through our extensive portfolio of hearing technology and consistently pursue product and process improvement. MED-EL hearing implant systems combine the latest scientific advances, engineering, and manufacturing techniques to offer performance, safety, and reliability. With people at the epicenter of our research and technology, we relentlessly pursue connection—connection to sound, connection to each other, connection to possibility. Here at MED-EL, we are proud to offer a diverse, team-focused culture driven by our passion to support candidates, recipients, their families, and clinical partners.

Our Mission: Delivering leading-edge technology to restore hearing and empower connection.

About the Role:

The Customer Account Services Specialist I role will work with either institutions and clinics or patients/caregivers by answering product and service questions. In addition, they will process orders, prepare correspondence and fulfill customer needs to ensure excellent service standards and maintain high customer satisfaction. This full-time hybrid position, with our office located in Durham, NC.

Primary Responsibilities:

• Serve as the primary contact for customers including, medical providers (hospitals, implant centers, research centers) and professional (surgeons, audiologists, educators) contacts regarding product needs.
• Serve as the primary contact for customers including patients/family members regarding product needs.
• Assist customers in the purchasing process to ensure appropriate expectations are set.
• Accurately process Institution Requests (e.g. Purchase Orders, Loaner Orders, etc.) by efficiently managing multiple inbound and outbound communication channels.
• Accurately process Patient Requests (e.g. Troubleshooting, warranty orders, etc.) by efficiently managing multiple inbound and outbound communication channels.
• Manage customer account needs in accordance with policy/ guidance but also exercise judgment in meeting customer needs and enhancing the customer experience.
• Collaborate with all internal staff members including Insurance Support Services, Audiology Technical Support Services, Accounting, Product Control, Order Fulfillment, and Sales teams on a regular basis to help maintain account relationships.

Position Qualifications:

• High School graduate or equivalent
• Minimum 1-2 years Customer Account experience or equivalent, preferred.
• Excellent written and verbal communication skills.
• Excellent customer service for both internal and external customers.
• Handle assigned responsibilities with minimal supervision.
• Complete assigned tasks accurately and efficiently and assist others when assigned work is complete.
• Excellent database skills with proficiency in Microsoft Office (Excel, Word, Outlook) and ability to learn various systems used by customer care personnel.
• Excellent people skills and the ability to deal with challenging and stressful situations.
• Learn and carry out MED-EL Quality System requirements, detailed operational procedures, and various regulatory requirements relevant for medical device companies, Medicare and Medicaid Providers.
• Perform under pressure, including time-sensitive deadlines, quality audits and various regulatory (FDA, HIPAA, Medicare, OIG, OCI) inspections, etc.
• Located near, or willing to relocate to, Durham, NC.

What We Offer:

We know that benefits are important to you, and we offer a robust benefits package including:

• Medical, dental, and vision coverage available, effective on the first day of the month following 30 days of active service.
• 401k Match
• Health Savings Account
• Short term and long-term disability paid by the company.
• Company paid life insurance with an option to purchase additional coverage.
• FSA Dependent Care
• Pet Insurance
• Critical Illness
• Accident Insurance
• PTO – 20 days annual that is accrued each pay period. Plus 40 hours Medical/Sick leave annual, prorated from hire date and 9 holidays.
• Employee Assistance Program

MED-EL Corporation is an Equal Opportunity/ Affirmative Action employer. We provide equal employment opportunities to all qualified employees and applicants without regard to race, religion, sex, age, marital status, national origin, sexual orientation, citizenship status, veteran status, disability or any other legally protected status. We prohibit discrimination in decisions concerning recruitment, hiring, compensation, benefits, training, termination, promotions, or any other condition of employment or career development.