Customer Support Specialist

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NxStage Medical is a medical device company in Lawrence, MA that develops, manufactures and markets innovative systems for the treatment of end-stage renal disease and acute kidney failure.  NxStage’s primary product, the NxStage System One, is a small, portable, easy-to-use hemodialysis system designed to provide physicians and patients improved flexibility in how hemodialysis therapy is prescribed and delivered.  Given its design, the System One is particularly well-suited for home hemodialysis and more frequent, or “daily” dialysis, which clinical literature suggests provides patients better clinical outcomes and improved quality of life.  The System One is specifically cleared by the US FDA for home hemodialysis as well as hospital and clinical-based dialysis.  We believe the largest market opportunity for our product is the home hemodialysis market for end-stage renal disease.  Come join us during this exciting time in our growth as a company!

 

NxStage Medical is an Equal Opportunity Employer

 

The following represents some of the main responsibilities of the above position.  This list is not in any order of importance and should not be considered an exhaustive list of possible duties of the position.  NxSTAGE Medical, Inc. maintains the right to modify this list at any time.

 

 

SUMMARY:

 

This position will provide customer support for clinics and patients, maintaining prescription files in salesforce.com for each. Key activities include interacting with clinics and patients, 3rd party carriers, and various departments throughout NxStage to ensure superior customer service. 

 

SPECIFIC DUTIES:

 

· Triage all customer calls and determine routing based on nature of call; create incident reports as required based on content.

· Respond to inquiries from patients, nurses, and field sales organization.

· Order entry for replenishment and replacement product using IFS.

· Coordinate the completion of patient documentation in salesforce.com.

· Develop and maintain delivery schedules for home patients.

· Coordinate monthly call schedule with patient; initiate phone calls as required to review inventory levels and rotation of stock. Determine monthly inventory requirements and coordinate shipments.

· Encourage open communication with home patients and clinics regarding service, evaluations, supply deliveries, etc.

· Coordinate deliveries with carriers. 

· Provide support to Field Sales Organization including Clinical Specialists and Account Managers.

· Other responsibilities, as assigned.

 

REQUIREMENTS:

 

· Associates degree or equivalent business experience.

· Must possess excellent verbal and written communication skills.

· Previous customer service experience required. Medical device experience a plus.

· Microsoft Word and Excel experience required.



 

NxStage Medical is an Equal Opportunity Employer

 

Click here to apply for this position