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Job Description:

NCC Specialist

At Solventum, we enable better, smarter, safer healthcare to improve lives. As a new company with a long legacy of creating breakthrough solutions for our customers’ toughest challenges, we pioneer game-changing innovations at the intersection of health, material and data science that change patients' lives for the better while enabling healthcare professionals to perform at their best. Because people, and their wellbeing, are at the heart of every scientific advancement we pursue.

We partner closely with the brightest minds in healthcare to ensure that every solution we create melds the latest technology with compassion and empathy. Because at Solventum, we never stop solving for you.

The Impact You’ll Make on This Role

As an NCC Specialist, you will handle Inbound inquiries of moderate scope and complexity within customer service areas, such as Account Management, Upselling, Customer Issue Resolution, Customer Inquiry Support, and Customer Technical Support (if needed). You will interact with individuals such as patients, family members, physicians, skilled nursing facilities, and other healthcare professionals, enhancing our customers’ experience with their healthcare needs.

You’ll be part of the Contact Center Operations team. In this team, we are responsible for handling incoming calls from customers to assist them with general open orders and potentially technical support. Here, you will make an impact by:

• Leading calls from patients, physicians and other facility employees with inquiries and requests regarding NPWT.
• Handle incoming calls for orders, service and product information in a timely and professional manner, following department procedures.
• Accurately enter required data and process orders in accordance with department procedures.
• Identify and probe for customers’ needs, clarify information, research issues and provide alternatives as needed.
• Implementing Critical Thinking to analyze the callers request and determine next steps.
• Determining the best solution for our customers based on guidelines and expertise.
• Supporting other workstreams within the organization by providing the corresponding information to the callers or redirecting to the correct team.
• Understand and comply with HIPPA and PHI regulations

Your Skills and Expertise 
To set you up for success in this role from day one, Solventum requires:

• High School Diploma or equivalent.
• Advanced English (Oral and written) C1.
• Schedule Flexibility.
• Experience with Microsoft Office applications including Word, Excel & Outlook.
• Customer Service experience.

Additional Qualifications

Additional qualifications that may enhance success in this role include:

• Technical Support experience.
• Experience with NiCE in Contact.

Skills/Competencies:

• Customer Service mindset.
• Active Listening.
• Critical Thinking.
• Patient-care mindset.

Work location: Hybrid Eligible (Job Duties allow for some remote work but require travel to Belen, Heredia, at least 1 day per week)

Must be legally authorized to work in country of employment without sponsorship for employment visa status.

Supporting Your Well-being 

Solventum offers many programs to help you live your best life – both physically and financially. To ensure competitive pay and benefits, Solventum regularly benchmarks with other companies that are comparable in size and scope.

Solventum is committed to maintaining the highest standards of integrity and professionalism in our recruitment process.  Applicants must remain alert to fraudulent job postings and recruitment schemes that falsely claim to represent Solventum and seek to exploit job seekers.

Please note that all email communications from Solventum regarding job opportunities with the company will be from an email with a domain of @solventum.com. Be wary of unsolicited emails or messages regarding Solventum job opportunities from emails with other email domains.

Please note: your application may not be considered if you do not provide your education and work history, either by: 1) uploading a resume, or 2) entering the information into the application fields directly.

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