Continence Care Consumer Advisor

The Coloplast Consumer Advisor is primarily responsible for the support and education of end-users, caregivers, and clinicians with Coloplast products and services.

Shift is 9:30am - 6pm CST Monday-Friday. Wednesdays on site in Minneapolis.

Major Areas of Accountability:

• Respond to clinician and consumer inquiries and concerns via phone, email, and letters in a prompt manner according to established service metrics
• Acquire and demonstrate all necessary subject matter expertise to provide responses regarding product application and problem resolution to clinicians and end-users
• Accurately and thoroughly document each end-user program enrollment in Coloplast systems per standard department procedures. Responsible for data quality, including self-audit of work
• Educate clinicians on Coloplast products in clinical setting by establishing and maintaining relationships with key clinicians
• Communicate with end-users and clinicians about intimate health care issues and anatomical functions in a mature and consultative manner
• Utilize available resources to stay current with industry developments and competitor's products, services and business activities
• Communicate and work as a team with the field sales representatives and consumer care team to ensure excellence service
• Complete monthly inbound and outbound call activity goals
• Other duties as assigned

Essential Qualifications:

• Associates or Bachelor's degree and / or a combination of at least 1 - 6 years’ healthcare customer service/sales experience
• Experience in a call center environment preferred
• Ability to explain medical process and procedures while giving clear, concise, step by step direction over the phone
• Coloplast employees are required to conduct business to the highest ethical and professional standards; comply with applicable laws and regulations, the Advamed Code of Ethics on Interactions with Healthcare Professionals, and company policies.

Required Knowledge, Skills and Abilities:

• Self-driven, to-the-point communicator
• Highly structured approach with attention to detail and proper documentation of all work
• Excellent verbal and written communication skills
• Intermediate computer skills in MS Excel, PowerPoint and Word.
• Critical thinking and problem solving skills
• Must be patient, empathetic and possess the ability to utilize the telephone effectively as a customer relations tool
• Able to work well in cross-functional teams, independent, yet a team player
• Passionate about identifying the correct solution and improving the end-user's quality of life
• Ability to travel (approximately 10%)
• Healthcare industry experience preferred