Warranty Specialist

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.

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’ll also have access to:

• Career development with an international company where you can grow the career you dream of.
• Free medical coverage for employees* via the Health Investment Plan (HIP) PPO
• An excellent retirement savings plan with high employer contribution
• Tuition reimbursement, the Freedom 2 Save student debt program and FreeU education benefit - an affordable and convenient path to getting a bachelor’s degree.
• 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

Warranty Specialist Working without appreciable direction is accountable for handling a broad range of moderately complex warranty claims, administration, and reporting activities related to Abbott’s medical devices, primarily for the Cardiac Rhythm Management and Neuromodulation divisions.

What You’ll Work On

• Evaluates data from Quality Assurance as well as sales documents to determine warranty eligibility, calculates credit amount, and issues applicable credits.
• Compiles documentation from various data sources to support warranty eligibility determination, and updates department databases.
• Responsible for establishing, maintaining, and organizing patient files in a secure environment in accordance with the Health Insurance Portability and Accountability Act.
• Investigates and resolves issues associated with credit processing.
• Interacts with internal and external customers and patients via telephone, email, online chat, or in person to provide support and information related to warranty administration; answer customer inquiries and escalate complex issues to the appropriate team or team member to ensure rapid support.
• Uses knowledge of specific product warranties and warranty administration to resolve routine requests from internal customers on a variety of matters which may involve specific hospital or patient credit issues. Researches and analyzes the circumstances, contacts the hospital and/or patient, and provides the customer with outcome.
• Evaluates billing records and explanation of benefit forms to establish eligibility of unreimbursed medical expenses (UMEs) received from patients, and processes eligible UMEs.
• Conducts follow-up research with hospitals, insurance companies, and Medicare, as necessary related to the patient’s UME submission. Research patient files to ensure that cumulative reimbursements do not exceed maximums per policy threshold.
• Ensures that accurate data sources and databases are maintained for the Warranty Department.
• Supports daily, monthly, quarterly, year-end and ad hoc reports to internal and external clients in a timely fashion. Supports regular data curation to build, develop and disseminate reports.
• Under general supervision, reviews, evaluates, develops, and prioritizes reports to include data summaries across multiple databases, systems, and software.
• Collaborates with other members of the business analytics teams to identify, analyze and reconcile data discrepancies within existing databases, and to meet reporting requirements.
• Evaluates hospital/field representative requests and appropriately maps requests to existing report inventory; modifies existing reports to custom requests based on hospital/field representative needs and hospital network status.
• Adapts information to customer needs, ability to adjust communication style and medium to meet the needs of the receiver (peers, customers, vendors, managers).
• Recognizes risk relative to procedures and takes appropriate action.
• Appropriately escalates sensitive or complex matters to supervisor.
• Influences outcomes, constructively contributes to the decision-making process of the work team and supports the teams’ decision.
• Participates as a team member, contributes to the definition of the team's mission, objectives, and strategies, accepts team decisions, and works toward their implementation.
• Establishes and supports the norms and conditions for a work environment that supports team productivity, draws on the strengths of each team member, seeks input of team members, works cross-functionally to resolve issues.
• Performs other related duties, projects, and responsibilities, as assigned.

Required Qualifications

• 4 years of customer service, insurance/medical billing, or related administrative experience in a financial or corporate department, or related work experience.
• Associate’s Degree, Bachelor’s Degree preferred.
• Strong project and process management skills.
• Strong computer skills (MS Word, Excel, PowerPoint, SharePoint, Access and document comparison software).
• Excellent interpersonal and client management skills; friendly and empathetic demeanor.
• Excellent verbal and written communication skills, including excellent drafting, proofreading, and editing skills.
• Strong problem-solving skills, including the ability to make decisions using the best available information, confront issues constructively and at an appropriate organization level, and identify efficient and effective ways to improve current administration or reporting procedures.
• Organized and efficient; able to prioritize and manage multiple matters concurrently and meet deadlines in a fast-paced environment.
• Ability to provide customer facing responses in a timely manner, utilizing a consistent message and voice to internal and external clients.
• Proficient computer skills with the ability to learn new software, including SAP.
• Ability to query and refine data into summarized results.
• Goal oriented, with plans for personal development; sets appropriate development goals, establishes timelines, identifies resources, and describes behavioral outcomes.

Apply Now

* Participants who complete a short wellness assessment qualify for FREE coverage in our HIP PPO medical plan. Free coverage applies in the next calendar year.

Learn more about our health and wellness benefits, which provide the security to help you and your family live full lives:  www.abbottbenefits.com

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.

Connect with us at www.abbott.com, on Facebook at www.facebook.com/Abbott and on Twitter @AbbottNews and @AbbottGlobal.

The base pay for this position is $53,700.00 – $107,300.00. In specific locations, the pay range may vary from the range posted.