PURPOSE AND SCOPE:

The Associate Support Technician provides technical support on diverse customer telephone inquiries of applicable devices within the assigned areas of responsibility.  The incumbent effectively communicates operational and technical support to diverse audiences on a routine basis.  In this capacity, the Associate Support Technician provides outstanding customer service through effective and timely communication.

PRINCIPAL DUTIES AND RESPONSIBILITIES:

• Use effective customer service to address / resolve issues related to hemodialysis machines; familiar with equipment.

• Ensure data accuracy and integrity through the documentation process of all customer contacts in applicable systems.

• Maintain various confidential patient and/or health information in compliance with company policies and procedures, HIPAA and other regulatory requirements.

• Establish and maintain strong working relationships with teams, management and/or customers through in-depth understanding, interpretation and application of established company policies and procedures during all customer interactions.

• Possess a solid understanding of hemodialysis machines and functionality.

• Support the assigned function(s) through active participating in cross-divisional team meetings as required.

• Assist with various projects as assigned by direct supervisor.

• Other duties as assigned.

Additional responsibilities may include focus on one or more departments or locations.  See applicable addendum for department or location specific functions.

PHYSICAL DEMANDS AND WORKING CONDITIONS:

• The physical demands and work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

  • Must be available for inclusion in a rotating 24-hour call coverage schedule.

  • Must be available to work overtime as required.

  • Occasionally lift and/or move up to 30 pounds.

• Travel may be required.

EDUCATION:

• High School Diploma required; Associate's Degree desirable; or equivalent experience

EXPERIENCE AND REQUIRED SKILLS:    

• 2 - 4 years' as a Technician or related experience.

• Demonstrated experience in a customer service, call center or clinical environment required; dialysis equipment experience preferred.

• Strong computer skills with demonstrated proficiency in word processing, database, spreadsheet and email applications.

• Possess logical and critical thinking skills to effectively resolve diverse problems in a clear and concise manner.

• Excellent customer service skills to successfully handle confidential information with a high level of professionalism, discretion and tact.

• Strong oral and written communication skills to effectively communicate with diverse audiences and/or all levels of management.

Job Profile Summary

Level Description
‘Support’ Leveling Guide consists of jobs that provide administrative and customer service support. Work is typically guided by precedent and performed using established procedures and techniques.

Market Summary
Responds to customers by phone and email. Researches customer concerns and takes accountability through resolution. Escalates customer complaints and feedback to management as required.

Impact
• Obtains and provides information which requires little explanation or interpretation, typically within the department.
• Conveys information to parties within the department at an operational level requiring some explanation or interpretation in order to reach agreement.

Communication
• Interacts with internal stakeholders within own team and may also interact with external stakeholders including clients, customers, carriers or agents.
• Conveys information in accordance with standard guidelines and procedures primarily with internal parties who have shared interests.

Innovation
• Problems are typically of a routine nature, but may at times require interpretation or deviation from standard procedure.
• Tasks are straightforward, simple and typically impact own or one other department or specialty.

Knowledge
• Ability to identify problems and potentially update existing methods, techniques and/or processes in job area by following standard procedures and guidelines.
• Applies full knowledge of the job. Typically requires high school diploma and 2-4 years of experience, or an equivalent combination of training and experience.

The rate of pay for this position will depend on the successful candidate’s work location and qualifications, including relevant education, work experience, skills, and competencies.

Benefit Overview: This position offers a comprehensive benefits package including medical, dental, and vision insurance, a 401(k) with company match, paid time off, parental leave.
 

Fresenius Medical Care maintains a drug-free workplace in accordance with applicable federal and state laws.

If your location allows for pay/benefit transparency, please click the link below to request further information on this position. Pay Transparency Request Form (smartsheet.com)

The rate of pay for this position will depend on the successful candidate’s work location and qualifications, including relevant education, work experience, skills, and competencies.

Hourly Rate: $xx.xx - $xx.xx

Non-Bonus Eligible Positions: include language below.
31Benefit Overview: This position offers a comprehensive benefits package including medical, dental, and vision insurance, a 401(k) with company match, paid time off, parental leave.

Bonus Eligible Positions – include language below.
Benefit Overview: This position offers a comprehensive benefits package including medical, dental, and vision insurance, a 401(k) with company match, paid time off, parental leave and potential for performance-based bonuses depending on company and individual performance.

Fresenius Medical Care maintains a drug-free workplace in accordance with applicable federal and state laws.