Customer Experience Specialist

Customer Experience Specialist
at Outset Medical
Columbus, OH

Company Overview

Outset Medical is a commercial-stage, privately held company delivering first-of-its-kind technology into the growing dialysis market that has had little innovation in over a decade. Our mission is to dramatically improve not only the care experience – for patients, families, providers and physicians alike – but to also free providers from having to rely on expensive clinic infrastructure. Outset’s Tablo® Hemodialysis System, with real-time water purification and dialysis fluid production integrated in a single, compact system, functions like a dialysis clinic on wheels. Wireless data, sensor-based automation, and an animated touchscreen aim to make Tablo easy to learn and easy to use for healthcare professionals and patients alike. Tablo is FDA cleared for use in the clinic and hospital setting and with a clinical trial underway to support clearance for use in the home. Outset Medical is a privately held company backed by a top-tier syndicate of investors, including Fidelity, T. Rowe Price, Perceptive Advisors, The Partner Fund and Warburg Pincus.



Position Overview

This position will serve as the primary point of contact for existing Outset customers, including clinical users, hospital based users, and home users and caregivers. You will be responsible for ensuring that these various groups feel valued by Outset and working with them to solve any challenges they may encounter through the use of Tablo. You will be working closely with our Field Service Engineering team to triage any issues that may arise and quarterback the resolution of those issues. You will also coordinate the ordering of disposables and monitor the delivery status of customer orders.

You will be working closely with Field Service Engineering, Clinical Field Specialists, Sales, Engineering, Finance and Logistics. Most of your time will be spent interacting with Outset customers and ensuring that they love Tablo! You will be the main point of contact for customer issues post-sales and will be the primary problem solver for any issues that customers may encounter. You will work with the Outset Field Service Engineering team to deliver solutions to our customers.

Responsibilities/Functions

Must be OBSESSED driving a top-notch customer experience and making sure our customers feel valued!
Be the primary contact for customers whenever an issue may arise
Handle incoming customer calls, emails and chat sessions in a clear, professional manner
Obtain all relevant customer information and log that information in a ticketing system
Problem solve for customers and Field Service Engineering
Manage the handoff of any customer issues that cannot be solved remotely to Field Service Engineering and track the resolution of these issues to completion
Maintain strong interpersonal presentation and troubleshooting skills while evoking passion and confidence with your audience
Work with the Outset Logistics team to provide shipping information for customers
Manage customer reorder process on accessories and disposables
Provide ongoing training and solutions to customers in home, hospital and clinical settings
Work closely with Engineering teams to understand future roadmap development items and their impact to customers
Optimize our customer's user experience
Requirements/Qualifications

High School Diploma/GED Certification
2+ years of customer service experience and/or 1+ years of call center experience
Prior experience in customer service for airlines, telecommunications or healthcare strongly preferred
Strong verbal and written communication skills
Excellent problem solving skills
Friendly, energetic and personable attitude
Ability to be flexible and adapt to changing business needs
Medical device experience is a plus