Abbott

Sr. Customer Care Experience Advisor

Abbott • $78K — $156K *
Madison, WI 53711In-Person
Healthcare
Less than 5 years of experience
Today
Be an Early Applicant
Job Overview by Ladders

Qualifications

  • Bachelor's degree in business administration or related field, or relevant experience in lieu of degree.
  • 2+ years with Epic software or related applications.
  • Strong understanding of clinical data and sales/marketing messaging.
  • Knowledge of customer service practices and principles.
  • Proficient in Microsoft Office, especially Excel, and customer service systems.
  • Excellent relationship management skills.
  • Authorization to work in the U.S. without sponsorship.

Responsibilities

  • Coordinate system upgrades and project scope to optimize performance.
  • Serve as a liaison to communicate business needs with management and other departments.
  • Identify technological efficiencies to enhance user experience.
  • Partner with operations to evaluate technology options for workflow gaps.
  • Manage STEM and ServiceNow requests for ticket resolution.
  • Collaborate on system-related gaps with Business Systems Manager for Five9 & Calabrio.
  • Lead projects and ensure accountability for success.
  • Contribute to tactical planning and execution efficiencies.

Benefits

  • Full-time position with reliable attendance expectations.
  • Opportunity for continuous learning through project management and system upgrades.
  • Collaborative team environment emphasizing communication and feedback.
  • Application of Lean Six Sigma methodology for process improvement.
  • Engagement with cross-functional teams enhancing interpersonal skills.
Full Job Description
JOB DESCRIPTION:

Position Overview

The Sr. Customer Care Experience Advisor is responsible for driving the successful use of technology and positive agent experience across Customer Care. A focus on continuous operational workflow improvement and close collaboration with internal and external teams is required to drive positive outcomes and enhancements of software that are essential for the success of our agents and clients.

Before the implementation of any new system release, program, initiative, and onboarding of new products within Customer Care, this role will provide project management support to ensure resource, process and workflow impacts are appropriately accounted for. The Sr. Customer Care Experience Advisor will anticipate roadblocks and challenges to proactively strategize a plan to mitigate risks and ensure operational workflows are optimized and automated to enhance customer experience.

Essential Duties

Include but are not limited to the following:
  • Coordinate system and application upgrades/project scope definition, resource management, and timeline planning to achieve a high level of performance and quality in delivering upgrades/projects that provide exceptional business value.
  • Communicate effectively and represent business needs as a liaison with Customer Care management and leadership teams and external department collaborators (e.g., Training, Epic Analysts and Project Managers, Customer Experience).
  • Proactively identify areas for technological efficiencies to enhance user and customer experience.
  • Partner with Operations Improvement when gaps are identified in operational workflows to evaluate technology options.
  • Maintain STEM and ServiceNow requests to assure ticket resolution.
  • Collaborate with the Business Systems Manager for Five9 & Calabrio on system-related gaps and potential enhanced functionality.
  • Support onboarding of new products.
  • Act as project lead and take accountability for project success and goals.
  • Contribute independent thought to tactical planning and execution efficiencies.
  • Function predominantly as an individual contributor while also working in a team environment.
  • Collaborate and participate in user feedback committees to ensure business impacts are captured for user requests.
  • Design, manage, and track milestones and timelines related to integration of systems, platforms, and applications.
  • Utilize and apply Lean Six Sigma methodology.
  • Demonstrate strong analytical and multitasking skills in a fast-paced, time-sensitive environment.
  • Resolve conflicts and overcome obstacles effectively.
  • Exercise mature judgment regarding when to handle queries directly and when to escalate.
  • Incorporate manager and customer insight into best practices.
  • Demonstrate excellent listening and soft skills.
  • Uphold company mission and values through accountability, innovation, integrity, quality, and teamwork.
  • Support and comply with the company's Quality Management System policies and procedures.
  • Maintain regular and reliable attendance.
  • Ability to lift up to 20 pounds for approximately 5% of a typical working day.
  • Ability to work seated approximately 50% and standing approximately 50% of a typical working day.
  • Ability to work on a mobile device, tablet, or computer screen and/or perform typing approximately 100% of a typical working day.


Minimum Qualifications
  • Bachelor's degree in business administration or related field; or high school diploma/GED and 4 years of relevant experience in lieu of Bachelor's degree.
  • 2+ years of experience working with Epic software or related systems and applications.
  • In-depth understanding of clinical data and ability to convey sales and marketing messaging.
  • Strong knowledge of customer service practices and principles.
  • Proficient in Microsoft Office, including Excel, and customer service systems.
  • Superb follow-through and relationship management skills.
  • Demonstrated ability to perform the essential duties with or without accommodation.
  • Authorization to work in the United States without sponsorship.


Preferred Qualifications
  • Epic certification
  • Lean Six Sigma certification


The base pay for this position is
$78,000.00 - $156,000.00
In specific locations, the pay range may vary from the range posted.

JOB FAMILY:
Customer Service

DIVISION:
ONCO Cancer Diagnostics

LOCATION:
United States > Madison : 1 Exact Lane

ADDITIONAL LOCATIONS:

WORK SHIFT:
Standard

TRAVEL:
No

MEDICAL SURVEILLANCE:
Not Applicable

SIGNIFICANT WORK ACTIVITIES:
Continuous sitting for prolonged periods (more than 2 consecutive hours in an 8 hour day), Keyboard use (greater or equal to 50% of the workday)

About Abbott

Abbott Careers

Joining Abbott means becoming part of a globally diverse team dedicated to making a lasting impact on human health. As a leader in healthcare innovation, Abbott provides a dynamic workplace where careers flourish through growth, leadership, and diversity training.

Opportunities at Abbott

Explore a world of opportunities with our team. Whether you're seeking job opportunities in engineering, marketing, research, or healthcare, Abbott offers a variety of positions that allow professionals to grow their careers. Our commitment to diversity and innovation is evident in every aspect of our work, fostering an inclusive culture that values each team member's contribution.

Work You'll Do

At Abbott, every role contributes to our mission of helping people live fuller lives through better health. From groundbreaking research in medical devices to advancements in pharmaceuticals, our team is at the forefront of healthcare innovation. By joining Abbott, you are not just accepting a job; you are embarking on a path of professional and personal growth.

Internship Programs

Kickstart your career with an Abbott internship. Our programs provide invaluable industry experience and a chance to develop essential skills in a real-world setting. Interns at Abbott work on projects that matter, gaining the experience and knowledge necessary to succeed in their future careers.

Professional Development

Abbott is dedicated to the continuous professional development of its employees. With access to cutting-edge technology, leadership programs, and diversity training, our team members are equipped to lead and innovate within the healthcare industry. We support your career journey with robust training programs, mentorship, and opportunities for networking and professional growth.

Benefits and Culture

Our employees enjoy comprehensive benefits designed to support their life and well-being. From health insurance to retirement plans, we ensure our team has everything they need to thrive. Abbott's culture is built on a foundation of respect and integrity, united by a shared commitment to improving health outcomes.

Join Our Team

Discover the impact you can make with a career at Abbott. We are hiring individuals who are passionate, curious, and driven to lead. Search open positions that match your skills and interests on our Jobs page. Prepare your resume, sharpen your interview skills, and get ready to join a team that's at the cutting edge of healthcare solutions.

Stay Connected

Keep up to date with career tips, industry insights, and company news—all from the people who work here. Subscribe to our Careers Blog and personalize your subscription to receive job alerts and insider tips tailored to your preferences.

Explore Abbott

With a commitment to improving life through innovation, leadership, and diversity, Abbott is a place where you can fulfill your potential. See what exciting and rewarding opportunities await at Abbott by exploring our career opportunities today.

SEARCH ABBOTT JOBS

Join us in our mission to make the world a healthier place through innovation, leadership, and diversity. Your journey to a fulfilling career at Abbott starts here.
Learn more about Abbott
Size
113,000 employees
Market Cap
$189 billion
Industry
Healthcare
Net Income
$4.4 billion
Founded
1944
5 Year Trend
+15.6%
Revenue
$34.6 billion
NASDAQ
ABT
* Ladders Estimates

Similar Jobs

Ad banner background

Get Ready For Your
Next Interview

More Jobs at Abbott

More Healthcare Jobs

Find similar Sr. Customer Care Experience Advisor jobs:

NationwideMadison, WI