Consumer Care Advisor - Continence Care

The Coloplast Consumer Advisor is primarily responsible for the support and education of end-users, caregivers, and clinicians with Coloplast products and services.

Monday - Friday 9:30am - 6:00pm CST. Wednesdays on site in Minneapolis.

Major Areas of Accountability:

• Respond to clinician and consumer inquiries and concerns via phone, email, and letters in a prompt manner according to established service metrics
• Acquire and demonstrate all necessary subject matter expertise to provide responses regarding product application and problem resolution to clinicians and end-users
• Accurately and thoroughly document each end-user program enrollment in Coloplast systems per standard department procedures. Responsible for data quality, including self-audit of work
• Educate clinicians on Coloplast products in clinical setting by establishing and maintaining relationships with key clinicians
• Communicate with end-users and clinicians about intimate health care issues and anatomical functions in a mature and consultative manner
• Utilize available resources to stay current with industry developments and competitor's products, services and business activities
• Communicate and work as a team with the field sales representatives and consumer care team to ensure excellence service
• Complete monthly inbound and outbound call activity goals
• Other duties as assigned

Essential Qualifications:

• Associates or Bachelor's degree and / or a combination of at least 1 - 6 years’ healthcare customer service/sales experience
• Experience in a call center environment preferred
• Ability to explain medical process and procedures while giving clear, concise, step by step direction over the phone
• Coloplast employees are required to conduct business to the highest ethical and professional standards; comply with applicable laws and regulations, the Advamed Code of Ethics on Interactions with Healthcare Professionals, and company policies.

Required Knowledge, Skills and Abilities:

• Self-driven, to-the-point communicator
• Highly structured approach with attention to detail and proper documentation of all work
• Excellent verbal and written communication skills
• Intermediate computer skills in MS Excel, PowerPoint and Word.
• Critical thinking and problem solving skills
• Must be patient, empathetic and possess the ability to utilize the telephone effectively as a customer relations tool
• Able to work well in cross-functional teams, independent, yet a team player
• Passionate about identifying the correct solution and improving the end-user's quality of life
• Ability to travel (approximately 10%)
• Healthcare industry experience preferred

At Coloplast, we believe in recognizing and rewarding the contributions of our employees. Our total rewards package is designed to support your well-being, foster your professional growth, and ensure a healthy work-life balance. Here is some of what you can expect:

• Health and Wellness: Comprehensive medical, dental, and vision insurance plans to keep you and your family healthy. Plus, access to company sponsored wellness programs and mental health resources, paid leave of absence for qualifying events and generous paid parental leave for both birthing and non-birthing parents.
• Financial Security: A competitive 401(k) plan with company match that vest immediately, financial planning services to help you secure your future, and corporate discount programs for goods and services.
• Work-Life Balance: Generous paid time off, flexible work hours, and flexible work arrangement options to help you balance your personal and professional life may be available.
• Professional Development: Opportunities for continuous learning and career advancement through training programs, mentorship, and tuition reimbursement.
• Recognition and Rewards: Recognition programs to celebrate achievements and contributions, including peer recognition, bonuses, awards, and special events.
• Community and Culture: A supportive work environment where everyone feels valued, and has a sense of belonging. Participate in team-building activities, volunteer opportunities, and company-sponsored events. Sustainability strategy that outlines our ambitions for how to run our company in a more sustainable way
• Competitive Compensation: The total (hourly plus performance based incentive) compensation range for this position is $52,244- $78,366. Actual compensation is influenced by a variety of factors including but not limited to skills, experience, qualifications, and geographic location.