Abbott BILLING SUPPORT ADVOCATE in Lake Forest, Illinois

At Abbott, we're committed to helping people live their best possible life through the power of health. For more than 125 years, we've brought new products and technologies to the world -- in nutrition, diagnostics, medical devices and branded generic pharmaceuticals -- that create more possibilities for more people at all stages of life. Today, 99,000 of us are working to help people live not just longer, but better, in the more than 150 countries we serve.

Position Summary:

  • Provide exceptional customer service by planning, executing and performing all billing functions to support ADD, APOC, and ADC.

  • Process customer billing complaints through to resolution.

  • Audit and invoice Service Requests as per service entitlement terms and conditions.

  • Invoice all other service fee-based products as per service product terms and conditions.

  • Direct verbal and written communications with customers, field service reps and managers.

  • Must be comfortable working in an environment with a high degree of personal accountability and data integrity as measured by an extensive set of individual and team productivity quality and efficiency metrics.

Main Responsibilities:

  • Responsible for compliance with applicable Divisional Policies and procedures.

  • Responsible for implementing and maintaining the effectiveness of the quality system.

  • Receive and respond to service inquiries and requests with timely, accurate, and professional responses while managing multiple contact channels and continually prioritizing among static (email, correspondence, outbound calls) and dynamic (inbound calls) workflows.

  • Maintain highest levels for service, professionalism, accuracy and efficiency as well as an appropriate sense of urgency. · Understand and develop working relationships with other departments such as Finance, C&P, Marketing, Distribution, and Sales.

  • Demonstrates the ability to work in a team environment.

  • Ability to utilize and apply multiple and varied job aides, how and when to access resources.

  • Use knowledge databases and apply business rule variations by division.

  • Develops and maintains expertise in SAP Best Practices, data maintenance and governance.

  • Expert knowledge of systems (e.g. SAP, EDI, email, CIC, GHx, internet tracking, downstream impacts to other systems) to effectively anticipate/resolve cross functional issues.

  • Utilize multiple systems simultaneously.

  • Meet or exceed standards for both schedule adherence and reliability.

  • Utilize strong product knowledge of all service products to support service billing efforts.

  • Act as subject matter expert on service billing policies and procedures.

  • Keep current on service product information to enhance customer service and increase revenue.

  • Serve as customer’s advocate and liaison to quickly and fairly resolve customer needs.

  • Execute projects as assigned, communicate progress and outcomes, participate on teams, and provide feedback and recommendations.

  • Pro-actively identify gaps and lead efforts to create/revise policies and procedures, and to communicate these changes.

  • Willingly take on additional responsibilities.

  • Demonstrate exceptional time management and strong prioritization skills while maintaining core job responsibilities.

  • Minimum supervision provided for direct execution of job, has authority, responsibility and accountability for the day-to-day execution of duties.

  • Operates independently within department guidelines, acts independently to resolve customer issues.

  • Demonstrates the ability to solve problems and make appropriate decisions.

  • Offer appropriate options based on situation.

  • Recognizes when it is appropriate to escalate to supervisors.

  • Independently recognize in resolving customer issues the impact and balance between customer satisfaction and revenue implications.

  • Maintains compliance with all required training.

  • Responds in a timely manner to escalated inquiries within Service Level Agreement guidelines.

  • Recommends process and procedures improvements that enhance the effectiveness of the organization.

  • Works effectively and cooperatively with others to establish and promote good working relationships with internal and external customers to facilitate and accomplish goals.

  • Conveys and shares information with others to increase overall productivity.

  • This position does not have budget responsibility but rather contributes to budget efficiency by meeting or exceeding BSA objectives for process credits with accuracy and within business guidelines, Quality (especially regarding rework) and through efficient use of resources such as supplies.

  • Customer requests (transactions) and inquiries will be received on a variety of channels, including phone, email, and fax/correspondence, and web/chat.

  • Active listening and reading comprehension skills will be utilized to assess the nature of the call/contact.

  • Well-developed verbal and written skills will be required to be effective in all communication channels.

  • Billing Support Advocates will be a driving force in meeting customer expectations in our service recovery efforts.

  • A Billing Support Advocate must be reliable, present, and ready and available to respond to customer requests and inquiries via the various communications channels during all scheduled hours.

  • Active participation in team huddles is expected as is proper utilization of time to self-study new or revised processes/procedures, to become proficient with available software and information tools, and to review and organize.

  • All training and feedback opportunities must be embraced by participating fully, concentrating on the subject matter, and actively putting learned skills into practice once returning to the job.

  • Information and skills must be continuously updated and enhanced to ensure that customers receive a high level of service.

  • Predictable and reliable attendance is required.

  • Meets or exceeds department standards of productivity relative to timeliness and accuracy.

Minimum Qualifications:

  • BS/BA degree, and a minimum of one year of experience in a Billing environment or equivalent experience.

  • Prefer a background in SAP and/or call center.

  • Ability to demonstrate consistent performance in a high volume/high quality/high accountability contact center will be given favorable consideration.

  • Sitting is required for 90% of the work day.

  • Heavy and speedy keyboarding is required. Navigator system and SAP experience preferred.

  • Skills required include excellent phone and interpersonal skills, as well as strong working knowledge of Microsoft Office software.

  • Additionally, should possess exceptional analytical, time management, oral and written communication skills.

  • Demonstrated ability to effectively handle customer situations and problem resolution.

An Equal Opportunity Employer

Abbot welcomes and encourages diversity in our workforce.

We provide reasonable accommodation to qualified individuals with disabilities.

To request accommodation, please call 224-667-4913 or email corpjat@abbott.com