Registered Nurse, Urology - Customer Care Support

Overview

About TP and our Client

Teleperformance is a global, digital business services company. We deliver the most advanced, digitally powered business services to help the world’s best brands streamline their business in meaningful and sustainable ways.

With more than 410,000 inspired and passionate people speaking more than 300 languages, our global scale and local presence allow us to be a force of good in supporting our communities, our clients, and the environment.

This client is one of the largest global medical technology companies in the world. Advancing the world of health™ is our Purpose, and it’s no small feat. It takes the imagination and passion of all of us—from design and engineering to the manufacturing and marketing of our billions of MedTech products per year—to look at the impossible and find transformative solutions that turn dreams into possibilities. 

 We believe that the human element, across our global teams, is what allows us to continually evolve. Join us and discover an environment in which you will be supported to learn, grow and become your best self. Become a maker of possible with us. 

Benefits of working with TP include

• Paid Training
• Competitive Wages
• Full Benefits (Medical, Dental, Vision, 401k and more)
• Paid Time Off
• Employee wellness and engagement program

Purpose

The Customer Care Nurse is responsible for providing highly customer centric Product support to consumers, their caregivers, clinicians, medical office staff, and other stakeholders as needed. They ensure that consumers and/or their caregivers, as well as clinicians and medical office staff, achieve success in the use of Products.

The Customer Care Nurse becomes a Product expert through professional training and is equipped with the tools to assist consumers and their caregivers in maximizing effectiveness. They onboard new customers and offer support setting up the system if needed. They use active listening skills to identify issues consumers, and their care givers may face with Products, and provide recommendations to support them.

This position is 100% work at home.

Candidates should be available for most shifts Sunday-Saturday between the hours of 9am and 9pm Eastern Time.

Responsibilities

Your Responsibilities

• Onboard new consumers and their caregivers, ensuring they achieve success using the product.
• Proactively contact consumers and/or their caregivers to ask about their experience with Products and manage product performance expectations.
• Support consumers and/or their caregivers to set up and correctly utilize Products.
• Schedule additional communications to verify effectiveness after consumers and/or their caregivers have put the recommendations provided in practice.
• Thoroughly document conversations, root causes, recommendations provided, and disposition of interactions (calls, emails, chat, voicemails) in provided systems.
• Communicate with clinicians, medical office staff and other stakeholders to provide expert support for Products.
• Comply with compliance, privacy and security protocols.
• Maintain product expertise in existing and new Products and complementary products.

Qualifications

Qualifications

• College graduate. Requires a Registered Nurse license in good standing.
• Three (3+) years of patient care experience. Hospital, outpatient facility, surgery center, Urology practice, medical office, care facility.
• Urology and/or incontinence experience is a plus.
• Able to function independently with minimal guidance or supervision.
• Excellent listening and communication skills. Professionally fluent English speaker.
• Highly customer centric to deliver personalized care.
• Multi-task oriented. Able to manage multiple customers with strong organizational skills. Able to assess problems and overcome objections.
• Professional attitude and appropriate business and clinical judgment in all aspects of this position. 

Language skills

• Ability to read and comprehend detailed instructions, business correspondence and memos. Ability to compose basic correspondence. Ability to effectively present information in a one-on-one or small group situations

Mathematical skills

• Ability to add, subtract, multiply and divide in all units of measure, using whole numbers, fractions and decimals

Reasoning ability

• Must have the ability to solve practical problems and deal with a variety of situations where limited direction has been given. Ability to interpret a variety of instructions furnished in written or oral format.

Personal characteristics

The Customer Care Nurse should demonstrate competence in some or all of the following:

• Behave Ethically: Understand ethical behavior and business practices, and ensure that own behavior is consistent with these standards and aligns with the values of the organization
• Build Relationships: Establish and maintain positive working relationships with others, both internally and externally, to achieve the goals of the organization.
• Communicate Effectively: Speak, listen and write in a clear, thorough and timely manner using appropriate and effective communication tools and techniques.
• Creativity/Innovation: Develop new and unique ways to improve operations of the organization and to create new opportunities.

Be Part of Our TP Family

It is our mission to always provide an environment where our employees feel valued, inspired, and supported, so that they can bring their best selves to work every day. We believe that when employees are happy and healthy, they are more productive, creative, and engaged. We are committed to providing a workplace that is conducive to happiness and a healthy work-life balance. We also believe that to be our best selves, we need to be surrounded by people who are positive, supportive, and challenging. We are committed to creating a culture of inclusion and diversity, where everyone feels welcome and valued.

A career at TP means being part of a team that values your opinions and contributions and that encourages you to bring your authentic self to work. It’s also a place where we help each other be great, we do what’s right, we hold each other accountable, and learn and improve every day.

You will learn and work alongside inspirational leaders and colleagues who are equally passionate and committed to fostering an inclusive, growth-centered, and rewarding culture. You will have the opportunity to help shape the trajectory of TP while leaving a legacy at the same time. And through the organization’s investment in TP University, you will continually level up your tech skills and expertise.

To find purpose in the possibilities, we need people who can see the bigger picture, who understand the human story that underpins everything we do. We welcome people with the imagination and drive to help us reinvent the future of health. At YP, you’ll discover a culture in which you can learn, grow and thrive. And find satisfaction in doing your part to make the world a better place. 

Teleperformance and its partners are an Equal Opportunity/Affirmative Action Employer. We do not unlawfully discriminate on the basis of race, color, religion, age, sex, creed, national origin, ancestry, citizenship status, marital or domestic or civil union status, familial status, affectional or sexual orientation, gender identity or expression, genetics, disability, military eligibility or veteran status, or any other protected status.