Wellspect Healthcare is a leading global provider of innovative medical devices that help people suffering from urinary retention or chronic constipation. More than 1 000 employees around the world are dedicated to making a difference to people who need our products and services. Wellspect is one of the worlds' leading manufacturers of intermittent urinary catheters, with LoFric® as the most known brand. As a help to those with chronic or severe constipation Wellspect has developed what likely is the world's most advanced irrigation system, Navina, combining a high degree of user convenience, clinical effectiveness and connectivity into one smart system. Wellspect strives to become climate neutral and leave the smallest possible environmental footprint. The company, with headquarters in Mölndal, Sweden, is present in more than 30 countries, and part of Dentsply Sirona, the worlds´ largest manufacturer of professional dental technologies. The company's shares are listed in the United States on NASDAQ under the symbol XRAY. Visit www.wellspect.com and www.dentsplysirona.com for more information. Dentsply Sirona / Wellspect HealthCare Organisational Group: UK Role Charter: Select Home Delivery Service -Select Customer Care Cordinator Global Job Code: Scope - To provide excellent customer service to Select Home Delivery service customers including patients, GP surgeries and Healthcare professional. Endorsing of prescriptions to fulfil customer orders. Ensure customer queries are resolved in a timely manner and any health concerns are referred to the Select Nursing team. Order & prescription entry are maintained in line with department SOP's, Work Instructions and KPI's and to continuously look for new ways of improving the current efficiency of service and processing methods. Reporting Relationships Direct Matrix This Position Reports To: Direct reports to this role : Matrix Manager of this role: Matrix reports to this role: - Select Customer Service Team Leader - N/A Customer Services Manager & Select Customer Services Team Leader - N/A Key Responsibilities - Responsible for taking inbound calls from: Patients, Carers, GP's, GP surgeries and Healthcare Professionals - Processing and dispensing paper and electronic prescriptions - Making outbound calls to Patients, GP's and Healthcare Professionals - Ensuring we focus on Customer Retention - Chasing outstanding prescriptions - Accuratley input patient data and product requirements - Develop relationships with patients, sales team and Healthcare professionals - Manage courier queries relating to deliveries and collections - Liaise with the warehouse team to ensure product fulfilment - Works with Team Leader to generate ideas in the development of departments processes and systems - Attend on-going training to ensure knowledge and understanding of products, medical conditions, Anatomy and Physiology and BTEC Level 3 Continence and Stoma Care - Assist with Product Recalls - Sorts and files completed prescriptions in preparation for month end submission - Ensure that key department tasks are managed effectively and that tasks are not exclusive to any individual and by willing to assist other team members to achieve department service levels - This is not an exhaustive list of duties and is subject to review on a regular basis Decision Rights Accountabilities (Final Decision Maker) Consults Informed - Agreed Prescription and telephone processing Outputs - Despatching Urgent Orders - Offering Alternate solutions to customers - Customer Retention - Product changes for a customer - High costs of delivery - None Parameters for Success Key Metric Financial Targets - Meets and exceeds agreed Objective targets (Telephone, Prescription Processing and Orders) - All records, activities and processes are completed accuratley, meeting all Quality and compliance requirements - Meets budget - Supports the Country organization financial targets - Competencies and Key Skills and Experience Key Leadership Behaviors Typical Background - High call volume experience inbound and outbound - Good, clear, efficient and empathetic telephone manner - Professional with proven ability to build appropriate relationships with customers and team members - Demonstratable problem solving and decision making abilities - Able to remain calm under pressure - Results orientated - Adaptable / willing to take on new tasks - Able to prioritise workload - Able to work to deadlines - Displays initiative and enthusiasm for their role and company - Confident and articulate - Demonstratable effective collaboration skills - Actively articulates and promotes Wellspects vision and direction - Attention to detail - Consistently meets Company standards, ethics and compliance requirements. - Experience in dealing with customers via phone & e-mail to solve all queries - Experience of working in Customer Service environment - Accurate keyboard / data entry skills - Proficient in Excel (Formulas are used daily) Dentsply Sirona is an Equal Opportunity/ Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, age, sexual orientation, disability, or protected Veteran status. We appreciate your interest in Dentsply Sirona. If you need assistance with completing the online application due to a disability, please send an accommodation request to careersdentsplysirona.com. Please be sure to include "Accommodation Request" in the subject. 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