Wellspect Healthcare is a leading global provider of innovative medical devices that help people suffering from urinary retention or chronic constipation. More than 1 000 employees around the world are dedicated to making a difference to people who need our products and services. Wellspect is one of the worlds' leading manufacturers of intermittent urinary catheters, with LoFric as the most known brand. As a help to those with chronic or severe constipation Wellspect has developed what likely is the world's most advanced irrigation system, Navina, combining a high degree of user convenience, clinical effectiveness and connectivity into one smart system. Wellspect strives to become climate neutral and leave the smallest possible environmental footprint. The company, with headquarters in Mlndal, Sweden, is present in more than 30 countries, and part of Dentsply Sirona, the worlds' largest manufacturer of professional dental technologies. The company's shares are listed in the United States on NASDAQ under the symbol XRAY. Visit www.wellspect.com and www.dentsplysirona.com for more information.

Job Summary:

Under general supervision, the Customer Service Representative is responsible for providing support to a team of associates and performs the described customer support 50% of the time. Support of customers includes answering customer questions, providing technical support, processing orders, returns, resolving customer complaints, and servicing requests in a professional and expedient manner.

The position will adhere to all stated company policies, rules, and procedures relating but not limited to Quality, Safety, Health, and Environment (SHE) which the role has responsibility.

Responsibilities:

• 50% of time dedicated to customer support includes:

- Processes orders, handle escalated issues, tracking shipments, taking payments, and invoice explanation.

- Complete insurance preauthorizations and verifications as needed.

- Assists customers, district and regional sales professionals, providers, and distributors with orders, questions, and problem areas relating to customer service, coordinates efforts, and interfaces with other departments to resolve problems.

- Identifies and recommends process improvements, focusing on quality, service, efficiency, and retention of customers and employees

- Identifies and coordinates special projects within the customer service team

• 25% of the time is dedicated to supporting the team as a subject matter expert for escalations and questions.

- Provided oversight to processing of complex orders. Answers technical and procedural questions from Customer Service associates.

- Responds to and resolves escalated customer issues in a timely and efficient manner in regards to service failures and customer concerns.

- Process improvement, documentation, compliance reviews, and reporting.

• 25% of the time is dedicated to assisting Customer Care Manager with responsibilities to include staffing, performance management, development, coaching, training, and application of policies, programs and procedures.

- Develop, perform, and manage quality and operations programs

- Development, monitoring, and reporting of customer service key performance indicators and progress towards goals

- Works with Customer Care Manager to develop and implement routine training for Customer Care Specialists and maintains training matrices for department associates.

- Monitors work volume and adjusts assignments appropriately. Completes quality reviews as necessary.

- Assures that a positive employee relations environment is maintained through effective communication

• Overnight travel required to satellite offices for training, compliance, and quality

Education:

• High School Diploma required; Associates or bachelor's degree preferred.

Years and Type of Experience:

• 1+ years of customer service experience analyzing and solving customer problems.
• Subject matter expert for business area.
• Proficiency in Microsoft products
• High-level capacity to multitask independently and on a computer
• Knowledge of Medical Terminology a PLUS
• DME (Durable Medical Equipment) customer service or billing experience is a plus

Key Required Skills, Knowledge, and Capabilities:

• Strong written and oral communication skills; polished professional image
• High level of proficiency with MS Office, including Outlook, Excel, Word, and PowerPoint
• Claims submittal and posting experience by both local and national insurance plans
• Ability to maintain composure in difficult situations and relate well with others
• Ability to solve practical problems
• Well organized and able to communicate effectively to all levels of customers
• Attention to detail, demonstration of initiative and creativity, and a willingness and aptitude for managing new projects
• Juggles multiple priorities with a positive attitude and the ability to solve problems independently
• Analytical thinker and possesses the ability to seek out areas for improvement and offer solutions
• Solid working knowledge of excel, access, and reporting tools
• Self-starter and able to work independently with little direction
• Highly collaborative and good communication skills

DentsplySirona is an Equal Opportunity/ Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, age, sexual orientation, disability, or protected Veteran status. We appreciate your interest in DentsplySirona.

If you need assistance with completing the online application due to a disability, please send an accommodation request to careers@dentsplysirona.com. Please be sure to include "Accommodation Request" in the subject.

For California (USA) Residents:

We may collect the following categories of personal information in connection with the submission of your resume or application materials to us for employment, and if hired, your employment with us: identifiers (e.g., name, address, email address, birthdate); personal records (e.g., telephone number, signature, education information, criminal background information, passport number and visa information); consumer characteristics (e.g., sex, marital status, veteran status, race, disability, sexual orientation); professional or employment information (e.g., resume, cover letter, employment history, background check forms, references, certifications, transcripts and languages spoken); and inferences from personal information collected (e.g., a profile reflecting abilities and aptitudes).

The above categories of personal information are collected for the following business purposes: performing recruitment and hiring services; processing interactions and transactions (e.g., to comply with federal and state laws requiring us to maintain certain records, managing the workforce); and security (e.g., detecting security incidents, protecting against fraudulent or illegal activity).

For additional details and questions, contact us at careers@dentsplysirona.com