Title:

Customer Service Ambassador

Employment Type:

Full-time

Fair Labor Standards Act (FLSA) Classification:

Exempt

Compensation:

$40-44,000 annual salary incentives

Supervisor:

Customer Service Supervisor

The Customer Service Ambassador will be responsible for developing a relationship with prospective patients. As the first point of contact with Martin Bionics, this includes education about our product and process, setting proper expectations, as well as sharing relevant clinical outcomes. Throughout, the Customer Service Ambassador will evaluate whether the patient is a good fit to schedule for one of our own clinical locations or refer to a 3rd party practitioner.

• Own lead management process:
  • Manage records in the CRM platform
  • Field incoming phone calls from new leads
  • Initiate contact with outbound phone calls to leads generated via digital marketing
  • Educate leads on our product, process, timelines, and outcomes
  • Follow up, utilizing our Lead Call Process
  • Hand off lead either to a Martin Bionics or 3rd party clinic
• Perform soft compliance check:
  • Analyze doctor's notes and prescriptions for medical necessity
  • Collect patient insurance information for initial benefits discussion
  • Coordinate with Reimbursement Coordinator on insurance verification

• Strong problem-solving skills and demonstrated ability to exercise sound judgment in patient relations
• Goal-oriented growth mindset, capable of performing a variety of complex tasks in a rapidly evolving environment
• Strong proficiency in using a computer and computer applications including Word documents and/or Excel spreadsheets, Google Drive, using templates, working in a company-customized database
• Quick and accurate data entry, time management and strong organizational skills
• Excellent written and verbal skills with a strong desire to achieve high levels of customer satisfaction across diverse populations including patients, caregivers, and medical professionals

• Analytical - Creative, problem-solving ability
• Articulate - Both verbally and in writing
• Compassionate - Seek to understand, and attempt to meet, each patient's unique needs
• Curious - Willingness to learn and ask thoughtful questions
• Flexible - Resilience in a fast-paced, changing environment
• Interpersonal - Able to empathize with customers and employees
• Knowledgeable - Subject matter expert in features and benefits of the Socket-less Socket
• Motivated - Independently takes initiative and proposes solutions. Self-starter
• Organized - Attentive to detail

• Director, Sales & Production
  • Production Supervisor
  • Customer Service Supervisor
    • Customer Service Ambassador
  • Clinical Network Coordinator

• 2 years of experience in customer service; healthcare-related field preferred
• High school diploma or equivalent required; bachelor's degree preferred
• Sales experience is preferred
• Proficient in Microsoft Office Suite and CRM database structures; exposure to multiple CRM platforms a plus
• Fluency in Spanish a plus

• Prolonged periods of working on a computer
• Typical Monday - Friday, 8am - 5pm schedule

• Health, dental, and vision insurance
• Short- & long-term disability insurance
• Life insurance
• Paid time off
• 401(k)

• Regular, informal one-on-one meetings with supervisor for bi-directional feedback
• Formal performance review to take place annually with supervisor

Martin Bionics exists to serve those with limb loss/limb difference by providing innovative technology & compassionate care designed to restore comfort, independence, and hope for a better life.

• Humane - Characterized by such behavior or disposition towards others as befits a human being.
  1. Gentle or kindly in demeanor or action; civil, courteous, friendly, obliging.
  2. Marked by sympathy with and consideration for the needs and distresses of others; feeling and showing compassion and tenderness...; kind, benevolent.
• Humble - Marked by the absence of self-assertion or self-exaltation; modest, unpretentious; the opposite of proud.
• Honorable - Characterized by principles of honor, probity, or rectitude; upright, honest.
• Heroic - Having recourse to bold measures; boldly experimental; attempting great things.