Associate Clinical Experience Analyst- Customer Service Representative

Abbott is a global healthcare leader serving patients through diagnostics, medical devices, nutritionals, and medicines. The Associate Clinical Experience Analyst provides clinical expertise and operational support for PreventionGenetics’ rare disease customer-facing team by handling medical inquiries and escalations, developing clinical training, collaborating with laboratory and pathology teams, and improving workflows.

Responsibilities:

• Acts as a clinical liaison for both internal and external customers, addressing elevated inquiries
• Facilitates elevation and documentation process for Unsolicited Medical Inquiries across product portfolio
• Provides product-specific clinical training, including content creation and collaboration with training teams
• Collaborates with laboratory and pathology teams to ensure accurate case resolution and process improvements
• Monitors metrics for clinical inquiries and elevations, and identifies trends for corrective and preventative actions
• Investigates escalations to identify process gaps and recommends retraining or workflow adjustments
• Documents all information according to standard operating procedures

Requirements:

• Bachelor's Degree in a field related to essential duties; or Associates Degree and 2 years of relevant experience.; or High School Diploma or General Education Degree (GED) and 4 years of relevant experience
• Ability to work on a mobile device, tablet, or in front of a computer screen and/or perform typing for approximately 90% of a typical working day
• Ability to work weekdays, nights and/or weekends and overtime as needed