Customer Service Representative

At the Vitrolife Group, we work every day to unlock the full potential of science and technology to reduce the barriers towards building a family. Together we help our customers and their patients to fulfill the dream of having a baby.

Focus on patient experience, welcoming patients, getting patient information, collecting payments, assisting with the necessary paperwork, and fulfilling other customer service or administrative duties.

Duties and Responsibilities:

• Provide exceptional patient service to patients and clinics
• Educate Patients on the available Igenomix North America & Canada tests and programs affiliated with clinic orders.
• Respond to all email Requisitions to ensure information flows to the intended recipient
• Maintain patient satisfaction by providing accurate and thorough information in a timely fashion
• Liaise with various departments including Sales, Logistics, and labs to meet and exceed client delivery expectations
• Properly document conversations, set realistic follow-up expectations, and deliver on every promise
• Follow all required guidelines regarding patient privacy and confidentiality
• De-escalate patient issues as needed, providing specific and concise details and critical facts
• Perform other duties as assigned

Qualifications

Education Level & Experience:

• High School Diploma
• Minimum of 2+ years in a professional, customer service position, preferably in healthcare.
• Minimum 1 year experience in phone etiquette

Knowledge, Skills, and Abilities:

• Computer literacy
• Expertise in conflict resolution
• Proficiency in problem solving
• Strong active-listening and verbal communication skills
• Advanced proficiency in Microsoft Office products
• Entry level proficiency in Salesforces
• Professional work ethic, confidentiality, and respect
• Energetic, hardworking, and flexible
• Organized with the ability to prioritize among competing tasks
• Ability to work independently and demonstrate good judgment
• Can-do attitude with the ability to work within a team

Physical Requirements:

• Prolonged periods of sitting at a desk and working on a computer.
• Must be able to lift 15 pounds at times.
• Must be able to access and navigate each department at the organization’s facilities.

Benefits:

• 401(k) with Employer Match
• Medical/Dental/Vision/ GAP insurance
• Basic Life and AD&D
• Short / Long Term Disability
• Critical Illness and Accident Insurance
• Employee Assistance Program
• Flexible Spending & Health Savings Account
• Paid Time Off
• 10 Paid Holiday

Vitrolife Group is a global provider of medical devices and genetic services. Based on science and advanced research capabilities, we develop services and products for personalised genetic information and medical device products. We support our customers by improving their clinical practice for the patient's outcome of a fertility treatment.

We are currently approximately 1 100 colleagues worldwide, with headquarters in Gothenburg, Sweden. Vitrolife Group's products and services are available in more than 110 countries through our own presence in 30 countries and a network of distributors. Vitrolife Group is a sustainable market leader and aims to be the preferred partner for IVF-clinics by providing superior products and services with the vision of fulfilling the dream of having a baby. The Vitrolife share is listed on Nasdaq Stockholm.