Remote Care Specialist

Objectives of the position: Some of our medical devices are provided with remote care capabilities in order to perform monitoring and follow-up patient data in real time. The Customer Care Specialist is the main point of contact to resolve any request related to those capabilities. The ideal candidate for this position is a respectful, friendly, flexible, and a positive person able to understand, support, and respond appropriately to the situations encountered by patients. Main Responsibilities: Answers inquiries regarding technical issues and/or complaints, as well as adverse events by identifying and collecting information from callers. This must be done using active and clear notetaking; accurately and thoroughly reporting callers’ product experiences. Performs and understands the troubleshooting procedures as expected. Approaches every call professionally and with clear intent to help resolve any issues the patient may be having. Documents patient and clinic system complaints by preparing Field Contact Reports (FCR’s) and forwarding them to the Product Performance Group. Consistently meets department’s performance expectations. Proactively communicates to his/her supervisor about open cases and/or escalations to ensure priorities and exceptions are clearly set and solutions are in place. Adheres to company policies, operating procedures, and work instructions including time management, attendance, product experience reporting, and patient data privacy. Supports all Company initiatives as identified by management and in support of Quality Management Systems (QMS), Environmental Management Systems (EMS), and other regulatory requirements. Complies with U.S. Food and Drug Administration (FDA) regulations and other regulatory requirements. Maintains professional, positive, and cooperative communications and collaboration with all levels of employees, patients, customers, contractors, and vendors. Performs other related duties and responsibilities on occasion, as assigned. Knowledge and Experience: This position is on site (Alajuela). High School Degree. Advanced English Level. Experience in customer service, product support, IT, telecommunications, or related role. Knowledge of computer systems including Word, Power Point, Excel, and Outlook is a must.