Remote Care Specialist I

hace 2 semanas

Alajuela, Alajuela, Costa Rica Abbott Laboratories A tiempo completo

About Abbott Production Remote Care Specialist I
Abbott is a global healthcare leader, creating breakthrough science to improve people's health. We're always looking towards the future, anticipating changes in medical science and technology.

Working at Abbott


At Abbott, you can do work that matters, grow, and learn, care for yourself and family, be your true self and live a full life.


You will have access to:

  • Career development with an international company where you can grow the career you dream of.
  • A company recognized as a great place to work in dozens of countries around the world and named one of the most admired companies in the world by Fortune.
  • A company that is recognized as one of the best big companies to work for as well as a best place to work for diversity, working mothers, female executives, and scientists.

The Opportunity
This position works out of our Costa Rica - Alajuela location in the Cardiac Rythm Management Unit.

As a global leader in Cardiac Rhythm Technologies, we focus on innovative technologies that can improve the way doctors treat people with heart arrhythmias, or irregular heartbeats.


As the Remote Care Specialist I, your role is to works in a Contact Center environment under close and direct supervision on defined work assignments while following established procedures.

You ́ll be responsible to exercise basic customer service and technical skills in response to remote monitoring inquiries and complaints from health care professionals, Abbott field personnel, patients, and various internal departments.

Providing product support topics include website navigation, mobile device support, telecommunication connectivity, information, set-up, and troubleshooting for Abbott-proprietary remote care products.

You may also be assigned to assist on projects within the Customer & Technical Service department.

What You'll Do

  • Answers inquiries regarding technical issues and/or complaints, as well as adverse events by identifying and collecting information from callers. This must be done using active and clear notetaking; accurately and thoroughly reporting callers' product experiences.
  • Documents patient and clinic system complaints by preparing Field Contact Reports (FCR's) and forwarding them to the Product Performance Group.
  • Triage calls, following approved troubleshooting procedures, and seeks guidance from other personnel for further assistance when appropriate.
  • Product support topics include website navigation, mobile device support, telecommunication connectivity, information, setup, and troubleshooting for Abbottproprietary remote care products.
  • Afterhours, "on call" support (rotating among other department employees), following outlined protocols to answer questions from, and troubleshoot with, customers and Abbott field personnel.
  • Consistently meets department's performance expectations.
  • Proactively communicates to his/her supervisor about open cases and/or escalations to ensure priorities and exceptions are clearly set and solutions are in place.
  • Adheres to Abbott company policies, operating procedures and work instructions, including time management, attendance, product experience reporting, and patient data privacy.
  • Supports all Company initiatives as identified by management and in support of Quality Management Systems (QMS), Environmental Management Systems (EMS), and other regulatory requirements.
  • Complies with U.S. Food and Drug Administration (FDA) regulations, other regulatory requirements.
  • Maintains professional, positive and cooperative communications and collaboration with all levels of employees, customers, contractors, and vendors. Within the department, works with other employees to maintain adequate availability for customer support.
  • Perform other related duties and responsibilities, on occasion, as assigned.
  • Overtime may be required.

Required Qualifications

  • High school degree.
- +1year experience in a customer service, product support, IT, telecommunications or related role.

  • Must have knowledge of computer systems including Word, Power Point, Excel, and Outlook.
  • Fully Bilingual (English and Spanish) / Required.
  • This position is office based.
  • Shift Administrative (Monday to Friday 8:00 am to 5:00 pm or 9:00 am to 6:00 pm depending on the season)

Preferred Qualifications

  • Experience in the biotech, bioinstruments or medical devices industries
  • Experience working in a broader enterprise/crossdivision business unit model preferred.


Follow your career aspirations to Abbott for diverse opportunities with a company that can help you build your future and live your best life.

Abbott is an Equal Opportunity Employer, committed to employee diversity.

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