Customer Care Representative at Fresenius Medical Care

City of Stirling, Western Australia, Australia -

Full Time

Start Date

Immediate

Expiry Date

07 Jul, 26

Salary

0.0

Posted On

08 Apr, 26

Experience

2 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Operational experience, Teamwork, Commercial acumen, Change management, Communication skills, Problem-solving, Stakeholder management, Interpersonal skills, Influencing skills, SAP, MS Excel, MS Word, MS PowerPoint, Conflict resolution, Data analytics, Process improvement

Industry

Hospitals and Health Care

Description

Skills , Knowledge & Experience 3+ years operational experience in a similar environment Ability to be an authentic team player Able to demonstrate the LIFE principles (Leadership, Integrity, Flexibility, Efficiency) Strong commercial acumen Able to foster relationships with cross functional partners Change management skills Strong communication and verbal skills Excellent problem-solving skills Dedicated in providing superior service to respective stakeholders Ability to develop strong working relationships with stakeholders and customers through effective interpersonal and influencing skills Ability to work under pressure and manage conflicting priorities SAP experience preferred. Intermediate skills in MS Excel, Word and PowerPoint. Conflict resolution skills. Key Responsibilities Processing all types of Hospital and Home Patient orders (including spare parts orders) for delivery. Making outbound phone calls and receiving inbound phone calls. Creation and setup of new patients Identify and articulate any process operational improvement initiatives. Ensure priority meets business requirements and is Identified, resolved, and tracked as quickly as possible. Provide and publish analytics to key operational KPIs (stocktake to orders conversions, blocked orders rate, etc) working closely with key stakeholders. Review and investigate customer complaints on a periodic basis. Ensure operational SOPs/WIs are documented/reviewed and stored in a central location for access. Liaise with the new starters as a ‘buddy’ to make the onboarding process smoother for the new employee. Escalate and discuss with Clinic Manager for escalations. Liaise with sales, warehouse & transport, supply chain and all relevant stakeholders to ensure completion of orders. Effectively communicate with internal and external stakeholders regarding issues impacting customers. Support team members to perform operational duties during their absence Creating a future worth living. For patients. Worldwide. Every day. Fresenius Medical Care is the world's leading provider of products and services for individuals with kidney disease of which approximately 4.5 million patients worldwide regularly undergo dialysis treatment. United by a shared purpose of creating a future worth living for chronically and critically ill people, we care for around 292,000 dialysis patients around the globe. In addition, we operate around 35 global production sites to provide products such as dialysis machines, dialyzers, and related disposables. We aim to continuously improve our patients’ quality of life by offering them high-quality products as well as innovative technologies and treatment concepts. Let’s stay connected! Joining our talent network allows us to send you new job opportunities!

Responsibilities

The role involves processing patient orders, managing inbound and outbound communications, and creating new patient records. Additionally, the representative will analyze operational KPIs, document standard operating procedures, and collaborate with cross-functional teams to resolve order issues.