HFN: Customer Success Rep II

With a mantra of Empowering Human Potential, Hanger, Inc. is the world's premier provider of orthotic and prosthetic (O&P) services and products, offering the most advanced O&P solutions, clinically differentiated programs and unsurpassed customer service. Hanger's Patient Care segment is the largest owner and operator of O&P patient care clinics nationwide. Through its Products & Services segment, Hanger distributes branded and private label O&P devices, products and components, and provides rehabilitative solutions to the broader market. With 160 years of clinical excellence and innovation, Hanger's vision is to lead the orthotic and prosthetic markets by providing superior patient care, outcomes, services and value. Collectively, Hanger employees touch thousands of lives each day, helping people achieve new levels of mobility and freedom.

Under general supervision, provide customer service support to internal customers (production team) and external customers (clinicians). Typical responsibilities include internal fabrication support, liaison between service and technicians to clarify orders, enter work orders generated from mail, emails, phone calls and drop-offs.

Specific functions may vary dependent upon departmental need, examples of essential functions are:

• Responsible for answering telephones, respond to emails and entering work orders as appropriate.
• Receive and screen incoming calls, answer questions, research and resolve problems, and direct calls to appropriate person.
• Review, screen, and prioritize all correspondence (mail, emails and dropped off items) to ensure proper completion.
• Enter data from source documents to office computer systems.
• Build and manage relationships with both internal (production team) and external customers (clinicians).
• May participate in the development of work deadlines; inform staff members of current developments within the department.
• Handle requests and/or assignments that require knowledge of the department’s policies and procedures.
• Provide support to fabrication departments as needed.
• Provide support to schedule work orders, prep items for shipping, etc.
• Perform other duties as assigned.

 Typically requires a minimum of 2 years of related experience.

Minimum

• High school diploma or equivalent required

Preferred

• Experience in a medical industry in O&P a plus

Acquiring job skills and learning company policies and procedures to complete routine tasks.

• Experience with Word and Excel
• Solid data entry skills with accuracy
• Team player that supports the company goals to meet all service level metrics
• Basic knowledge of medical/industry terminology
• Ability to function in a fast-paced environment
• Detail oriented and high level of accuracy to meet the deadlines
• Experience with information systems needed for the area; Raven, Epicor and other systems

• Competitive Compensation Packages
• 8 Paid National Holidays & 4 additional Floating Holidays
• PTO that includes Vacation and Sick time
• Medical, Dental, and Vision Benefits
• 401k Savings and Retirement Plan
• Paid Parental Bonding Leave for New Parents
• Flexible Work Schedules and Part-time Opportunities
• Generous Employee Referral Bonus Program
• Mentorship Programs- Mentor and Mentee
• Student Loan Repayment Assistance by Location
• Relocation Assistance
• Regional & National traveling CPO/CO/CP opportunities
• Volunteering for Local and National events such as Hanger’s BAKA Bootcamp and EmpowerFest

Hanger, Inc. is committed to providing equal employment opportunity in all aspects of the employer-employee relationship. All conditions and privileges of employment are administered to all employees without discrimination or harassment because of race, religious creed, color, age, sex, sexual orientation, gender identity, national origin, religion, marital status, medical condition, physical or mental disability, military service, pregnancy, childbirth and related medical conditions, special disabled veteran status, or any other classification protected by federal, state, and local laws and ordinances. The company will comply with all applicable state or local fair employment laws that forbid discrimination or harassment on the basis of other protected characteristics. Retaliation against any employee for filing or supporting a complaint of discrimination or harassment is prohibited.