Responsibilities
- Process incoming orders by navigating a software-managed queue to determine next steps.
- Contact US-based healthcare suppliers via phone to gather essential order details.
- Match obtained information with confirmed attributes from supplier conversations.
- Raise issues to appropriate stakeholders when resolution stalls.
- Document case details and keep records updated in internal systems.
- Achieve full understanding of all provided training materials and resources.
- Assess assigned cases and act according to standard operating procedures.
- Initiate outbound calls to suppliers to collect missing information for case progression.
- Engage with suppliers over calls to gather inputs and resolve open items.
- Record detailed case notes and escalate to higher-tier teams when necessary.
- Align data across systems and feed verified information into transaction workflows.
- Identify anomalies and support improvements to organizational knowledge resources.
- Meet processing deadlines and sustain required hourly output targets.
- Promptly report system failures or service interruptions.
- Utilize and update tracking tools and dashboards to manage queue assignments.
- Take responsibility for moving between queues as needed to sustain overall productivity.
- Escalate obstacles and request assistance when blocked.
- Collaborate with colleagues to exchange ideas and help refine SOPs.
- Attend meetings and contribute constructive feedback and insights.
- Offer support for ad hoc tasks within the scope of the role when requested.
- Uphold strict data privacy standards and demonstrate strong professional integrity.
Other
- Must be adaptable to working US-based hours.
- One-way transportation provided via company cab.
