Customer Support Specialist

To apply for this position, please visit the careers page of www.nxstage.com

 

NxStage Medical is a medical device company in Lawrence, MA that develops, manufactures and markets innovative systems for the treatment of end-stage renal disease and acute kidney failure.  NxStage?s primary product, the NxStage System One, is a small, portable, easy-to-use hemodialysis system designed to provide physicians and patients improved flexibility in how hemodialysis therapy is prescribed and delivered.  Given its design, the System One is particularly well-suited for home hemodialysis and more frequent, or ?daily? dialysis, which clinical literature suggests provides patients better clinical outcomes and improved quality of life.  The System One is specifically cleared by the US FDA for home hemodialysis as well as hospital and clinical-based dialysis.  We believe the largest market opportunity for our product is the home hemodialysis market for end-stage renal disease.  Come join us during this exciting time in our growth as a company!

 

Summary:

 

This position will provide customer support for clinics and patients, maintaining contract files for each, and ensuring that a steady flow of product is available at all times.  Key activities include interacting with clinics and patients,  3rd party carriers, and various departments throughout NxStage to ensure superior customer service. 

 

Specific Duties:

 

? Triage all customer calls and determine routing based on nature of call; create incident reports as required based on content.

? Respond to inquiries from patients, nurses, and field sales organization.

? Maintain contract files for all accounts; coordinate the completion of and maintain all patient documentation.

? Develop and maintain delivery schedules for home patients.

? Coordinate monthly call schedule with patient; initiate phone calls as required to review inventory levels and rotation of stock. Determine monthly inventory requirements and coordinate shipments.

? Encourage open communication with home patients and clinics regarding service evaluations, supply deliveries, etc.

? Coordinate deliveries with carriers; establish and maintain routes.  Monitor carrier performance to ensure NxStage requirements are being adhered to and drivers are displaying professionalism.

? Coordinate Return Authorizations following NxStage Returns policy; maintain Return Authorization Log, and follow-up on open returns.

? Provide support to Field Sales Organization including Clinical Specialists and Account Managers.

? Prepare monthly shipment summaries for clinics, providing feedback on shipments to clinic and/or patients? homes.

? Send ?welcome? packets to new patients and clinics; maintain inventory of supplies for packets.

? Prepare On-Time Delivery Statistics on a monthly basis.  Compile sales data as directed.

? Other responsibilities, as assigned.

 

Requirements:

? Associates degree or equivalent business experience.

? Must possess excellent telephone manners.

? Previous customer service or sales experience required; medical device experience a plus.

? Flexible hours and days.

? Experienced in Typing, PC Applications, Calculator, and Customer Service Applications.