Associate Clinical Experience Analyst- Customer Service Representative

Abbott is a global healthcare leader that helps people live more fully at all stages of life. Our portfolio of life-changing technologies spans the spectrum of healthcare, with leading businesses and products in diagnostics, medical devices, nutritionals and branded generic medicines. Our 115,000 colleagues serve people in more than 160 countries.

     

JOB DESCRIPTION:

Position Overview
The Associate Clinical Experience Analyst- Customer Service Representative delivers clinical expertise and operational support, ensuring accurate handling of medical inquiries and process escalations. It combines training development, cross-functional collaboration, and data-driven analysis to improve workflows and enhance customer experience.

Shift: Monday - Friday, 10:30am-7pm CST. Must be able to accommodate these working hours/time zone.

Essential Duties
Include but are not limited to the following:

• Acts as a clinical liaison for both internal and external customers, addressing elevated inquiries.
• Facilitates elevation and documentation process for Unsolicited Medical Inquiries across product portfolio.
• Provides product-specific clinical training, including content creation and collaboration with training teams.
• Collaborates with laboratory and pathology teams to ensure accurate case resolution and process improvements.
• Monitors metrics for clinical inquiries and elevations, and identifies trends for corrective and preventative actions.
• Investigates escalations to identify process gaps and recommends retraining or workflow adjustments.
• Documents all information according to standard operating procedures.

Minimum Qualifications

• Bachelor’s Degree in a field related to essential duties; or Associates Degree and 2 years of relevant experience.; or High School Diploma or General Education Degree (GED) and 4 years of relevant experience.
• Ability to work on a mobile device, tablet, or in front of a computer screen and/or perform typing for approximately 90% of a typical working day.
• Ability to work weekdays, nights and/or weekends and overtime as needed.

     

The base pay for this position is

$22.45 – $44.85/hour

In specific locations, the pay range may vary from the range posted.

     

JOB FAMILY:

Customer Service

     

DIVISION:

ONCO Cancer Diagnostics

        

LOCATION:

United States > Marshfield : 4001 S. Business Park Ave

     

ADDITIONAL LOCATIONS:

     

WORK SHIFT:

Standard

     

TRAVEL:

No

     

MEDICAL SURVEILLANCE:

Not Applicable

     

SIGNIFICANT WORK ACTIVITIES:

Continuous sitting for prolonged periods (more than 2 consecutive hours in an 8 hour day), Keyboard use (greater or equal to 50% of the workday)

     

Abbott is an Equal Opportunity Employer of Minorities/Women/Individuals with Disabilities/Protected Veterans.

     

EEO is the Law link - English: http://webstorage.abbott.com/common/External/EEO_English.pdf

     

EEO is the Law link - Espanol: http://webstorage.abbott.com/common/External/EEO_Spanish.pdf