Customer Account Support Specialist 3
Job Description
Job title: Customer Account Support Specialist 3
Company: Dexcom
Job description: Job Description:About DexcomFounded in 1999, Dexcom, Inc. (NASDAQ: DXCM), develops and markets Continuous Glucose Monitoring (CGM) systems for ambulatory use by people with diabetes and by healthcare providers for the treatment of people with diabetes. The company is the leader in transforming diabetes care and management by providing CGM technology to help patients and healthcare professionals better manage diabetes. Since the company’s inception, Dexcom has focused on better outcomes for patients, caregivers, and clinicians by delivering solutions that are best in class – while empowering the community to take control of diabetes. Dexcom reported full-year 2022 revenues of $2.9B, a growth of 18% over 2021. Headquartered in San Diego, California, with additional offices in the Americas, Europe, and Asia Pacific, the company employs over 8,000 people worldwide.** You must have the Right to Work in the UK. Sponsorship is not available for this role **Role Summary:The Dexcom Inside Sales Account Specialist is an exciting role for a driven and career focused individual. It is an opportunity to be part of a dynamic and high performing team that works closely with the NHS and other key healthcare providers. As a central point of contact, the Account Specialist administers the accounts of patients who rely on Dexcom’s life changing products and helps to build strong relationships with key stakeholders such as specialist diabetes nurses, clinical procurement teams and patients themselves. The role requires a high level of accuracy and attention to detail, excellent organisation and prioritization skills and the ability to manage a high-volume workload.Essential Duties and Responsibilities:Your main responsibilities will be to:
- Set up and process new patient orders
- Review and manage patient renewals
- Build relationships with key procurement and diabetes specialist contacts
- Ensure updated funding information is requested and received ahead of expiry
- Provide a high level of account management and administration for all assigned accounts
- Working closely with Territory Managers (TMs) to communicate account updates and make them aware of any issues
- Conduct regular audits on your assigned accounts to ensure accuracy of data and set up
- Identify areas of improvement and implement processes to ensure an efficient workflow
- Drive customer service standards and maintain agreed service level agreements (SLAs)
- Support the TM in preparation for national reimbursement
- Maintain a high degree of accuracy when entering data (customer management systems)
- Handle inbound calls and emails relating to funded patients
- Monitor and update funding and billing information to ensure accounts are invoiced correctly.
- Keep up to date with our products and their development
- Assisting in developing and implementing sales
- Maintain a good understanding of the clinical data and published studies
- Manage a portfolio of accounts and their funding pathway
Required Qualifications/Experience:To perform this job successfully, you must be able to perform each essential duty to a satisfactory standard. The successful candidate will have:
- A knowledge of the medical industry would be advantageous as would a knowledge of diabetes.
- A background in account administration, order processing or customer support
- Experience of handling billing and invoice queries
- Experience of working with complex processes
- The ability to handle a high volume workload
- A passion for delivering excellent service
- Ability to communicate and collaborate with different stakeholders
- Experience of working with CRM platforms and Microsoft applications
- An open mindset and a willingness to learn
- A keen eye for detail
- Strong organizational skills
- Plenty of initiative and be a self-starter
- Good communication skills, both verbal and written
- An empathic approach to customers and colleagues
Travel Required:
- Up to 10%
Dexcom offers / Why Dexcom
- An exciting opportunity to be part of a dynamic, innovative and progressive multinational organisation.
- You will be part of a high growth company with a true purpose and have the ability to shape and influence, making a real difference to those living with Diabetes.
- Opportunity to carve out a long-term career.
- Access to outstanding training and development programmes.
- Work with over 9,000 awesome colleagues in an open, fast-paced and fun working environment.
- Attractive benefits including performance-based bonus, medical insurance, private pension, accident, and life insurance, team events etc…
Please note:The information contained herein is not intended to be an all-inclusive list of the duties and responsibilities of the job, nor are they intended to be an all-inclusive list of the skills and abilities required to do the job. Management may, at its discretion, assign or reassign duties and responsibilities to this job at any time. The duties and responsibilities in this job description may be subject to change at any time due to reasonable accommodation or other reasons.To all Staffing and Recruiting Agencies: Our Careers Site is only for individuals seeking a job at Dexcom. Only authorized staffing and recruiting agencies may use this site or to submit profiles, applications or resumes on specific requisitions. Dexcom does not accept unsolicited resumes or applications from agencies. Please do not forward resumes to the Talent Acquisition team, Dexcom employees or any other company location. Dexcom is not responsible for any fees related to unsolicited resumes/applications.
Expected salary:
Location: Camberley, Surrey
