Subject Matter Expert - Recovery Retention And Field Action

Abbott Rapid Diagnostics is part of Abbott’s Diagnostics family of businesses, bringing together exceptional teams of experts and industry leading technologies to support diagnostic testing which provides important information for treatment and management of diseases and other conditions.

The position of Subject Matter Expert – Recovery/Retention & Field Action is located in the Philippines. The role is responsible to have customer interaction, high levels of support and time management skills.

RESPONSIBILITIES :

• Provide consistent coaching, mentoring, and skills development to team members to support performance improvement and professional growth.
• Guide team members in applying standard procedures, and best practices.
• Assist in facilitating training sessions, conducting uptraining classes, and reinforcing new or updated processes.
• Prepare and analyze reports that support operational insights, workforce planning, and quality improvement.
• Communicate effectively with internal customers to understand needs and ensure service alignment.
• Respond to customer and employee tickets provided through our queue system.
• Email correspondence with customer/distributor to gather information and updated customer data.
• Provide the form needed by customers and follow up on a preset schedule to receive data back from the customer in a timely fashion.
• Evaluating the forms and assessing customer needs to give exceptional customer service.
• Research data needed on United States state and Outside United States.
• Completes outbound clinic call projects as needed.
• Performing outbound calls to clinic and customers for inquiries and/or verifications needed.
• Catalogue responses and provide necessary and useful reports.
• Search and review clinic/facility licenses and/or certifications to proceed in product shipping.
• Develop and implement retention strategies to reduce customer churn and increase loyalty.
• Monitor customer accounts to identify patterns of dissatisfaction or potential cancellations.
• Engage directly with customers via phone, email, or chat to resolve issues and rebuild trust.
• Analyze customer feedback and behavior to recommend improvements in products, services, or processes.
• Observes legal and ethical guidelines for safeguarding patient and company confidentiality (HIPAA)
• Other duties as assigned.
  
  

• Completed at least 2 years in College or with an Associate or Bachelor’s Degree
• Medical or non-medical course.
• Open to all applicants with or without work experience.
• Possess characteristics such as adaptability working environment, analytical or logical reasoning, consistent performance, discipline and known the importance of individual work to company’s stability.
  
  

• Basic Excel, Word and Outlook experience required
• Strong Computer/Software Skills
• Detail-oriented
• Must be flexible to work on a night shift (between 6pm to 10am) Philippine Standard Time.
• Must be amenable to work on Overtime or during Rest Days when business requests for additional (paid) hours
• Must have strong oral and written communication skills.
• Willing to work with graveyard shift with fixed working schedule.
• Strong communication and interpersonal skills to build rapport with diverse customers.
• Empathetic listeners who can understand customer pain points.
  
  

• Internal – At least 1 year tenure in eScreen