Secure Start Advisor - Winnersh, United Kingdom - Hollister Incorporated

Hollister Incorporated
Hollister Incorporated
Verified Company
Winnersh, United Kingdom

1 month ago

Tom O´Connor

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Tom O´Connor

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Description

Summary:

The Secure Start Team aim to deliver world class customer service support to internal and external customers whilst promoting the products and services of Hollister and Dansac.


Responsibilities:


  • Set up all Secure Start patients in a timely manner
  • Manage and process sample requests for Secure Start patients and ensure proactive followup for patients who are experiencing skin health issues
  • Make outbound Secure Start calls in accordance with the pathway, logging all patient interactions in Salesforce updating the appropriate product/delivery company information after each interaction
  • Ensure all Secure Start interactions, inbound and outbound, are categorized appropriately to facilitate robust analysis of the Patient outcomes
  • Follow Pathways Intervention Protocols for escalation when required
  • Promote Hollister and Dansac products and the skin health message to patients ensuring that they are aware of the entire portfolio and promoting their features and benefits
  • Use clinical guides and tools where appropriate to support consumers with better solutions for their needs
  • Upgrade end users from legacy Hollister and Dansac products to most technologically beneficial/new products within portfolio
  • Educate patients on product features and benefits where relevant
  • Promote Fittleworth Home Delivery Service, with all our potential customers and undertake warm transfers where appropriate to promote retention and attract new patients to the SBU.
  • Develop key relationships with acute and community nurses to ensure effective communication, visiting key hospitals where appropriate and presenting a summary of the Pathway outcomes and patient feedback as needed
  • Log end user concerns regarding product range and followup
  • Ensure compliance with Data Protection requirements (GDPR) at all times maintaining the database and obtaining written/verbal consent for permission to contact
  • Follow CQC guidelines to protect all data held that refers to private and confidential patient details
  • Ensure that your stoma and product knowledge is kept up to date to ensure that relevant and accurate advice is given to resolve patient issues where appropriate
  • Support the Secure Start Manager where appropriate with the promotion of the Secure Start Pathway to new hospitals
  • Support Sales and Marketing Teams at external events
  • Any other duties as management may require

Essential Functions of the Role:


  • Able to access the Winnersh Office on a daily basis
  • Strong communication and telephony skills with flexibility to adapt style on an individual basis

Work Experience Requirements:


  • 2 years' experience in a customer service environment
  • Sales support experience (desirable)

Education Requirements:


  • Education to A-Level (desirable)

Specialized Skills/Technical Knowledge:


  • Work to deadlines on a daily basis
  • Excellent communication skills
  • Excellent listening skills
  • Multi-Tasking capability
  • Ability to manage a large workload under pressures
  • Use initiative and prioritise activities
  • Build key internal and external relationships
  • Proficient use in Microsoft Office & Experience with CRM systems
  • Enthusiastic and reliable team player

Local Specifications (English and Local Language):

  • Fluent in English
  • Written and Verbal
Hollister Incorporated is an independent, employee-owned company that develops,manufactures, and markets healthcare products worldwide.

The company develops and manufactures products for ostomy care, continence care and critical care, and also develops educational support materials for patients and healthcare professionals.

Headquartered in Libertyville, Illinois, it has manufacturing and distribution centers on three continents and sells in nearly 80 countries.

Hollister is a wholly owned subsidiary of The Firm of John Dickinson Schneider Inc (JDS Inc), a 100 year old company.

Hollister is guided by the shared Mission of JDS Inc, to make life more rewarding and dignified for people who use its products and services.

Hollister is an EO employer - M/F/Veteran/Disability


Job Req ID: 31604


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CRM, Database, Sales Support, Technology, Sales
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