Customer Care Specialist Healthcare

The Company

Dexcom Corporation (NASDAQ DXCM) is a pioneer and global leader in continuous glucose monitoring (CGM). Dexcom began as a small company with a big dream: To forever change how diabetes is managed. To unlock information and insights that drive better health outcomes. Here we are 25 years later, having pioneered an industry. And we're just getting started. We are broadening our vision beyond diabetes to empower people to take control of health. That means personalized, actionable insights aimed at solving important health challenges. To continue what we've started: Improving human health.

We are driven by thousands of ambitious, passionate people worldwide who are willing to fight like warriors to earn the trust of our customers by listening, serving with integrity, thinking big, and being dependable. We've already changed millions of lives and we're ready to change millions more. Our future ambition is to become a leading consumer health technology company while continuing to develop solutions for serious health conditions. We'll get there by constantly reinventing unique biosensing-technology experiences. Though we've come a long way from our small company days, our dreams are bigger than ever. The opportunity to improve health on a global scale stands before us.

Meet the team:

Are you an energetic and enthusiastic person with a passion for enhancing customer experience and address complex challenges? At Dexcom, our Customer Care team plays a crucial role in our success, dedicated to providing innovative solutions that enhance people's lives. We are a collaborative and forward-thinking group focused on achieving results and surpassing expectations. As a Customer Care Specialist, you will be instrumental in driving customer experience and collaborating with stakeholders to implement strategies that align with our core values and vision. Join us to make a meaningful impact and elevate our performance to new levels!

Where you come in:

• Liaising with Hospitals and Healthcare Facilities:

o Establish and streamline processes with hospitals and health centers.

o Resolve operational issues, manage documentation, and ensure timely payments.

o Build and maintain positive relationships with key stakeholders in healthcare settings.

• Process Optimization:

o Identify inefficiencies in current processes and develop strategies to optimize workflow and operations.

o Drive continuous improvement initiatives to enhance departmental performance and customer experience.

• Report Management:

o Monitor, update, and manage a variety of reports, ensuring that accurate and up-to-date information is available for stakeholders.

o Analyze operational data and provide actionable insights to improve efficiency and decision-making.

• Excel Database Management:

o Develop, maintain, and manage Excel-based databases, ensuring accurate data entry, reporting, and analysis.

• Support to Customer Service and Other Departments:

o Provide operational support to the Customer Service department, resolving inquiries and issues related to internal processes and customer accounts.

o Work closely with the Finance team to manage documentation related to invoicing, accounts receivable, and accounts payable.

o Collaborate with Logistics and Sales teams to ensure operational efficiency and resolve any cross-

departmental issues.

• Problem Solving & Escalation:

o Manage operational issues as they arise, conducting root cause analysis to identify solutions.

o Escalate issues when necessary and ensure timely resolution of complex problems.

• Collaboration and Communication:

o Actively participate in internal meetings, presenting data, resolving issues, and providing innovative

solutions.

o Communicate clearly with all stakeholders to ensure smooth operations and alignment across teams.

What makes you successful:

• You have proven experience liaising with hospitals or healthcare facilities, managing relationships, and implementing operational processes.
• Demonstrated ability to conduct root cause analysis and solve complex operational issues.
• Proficiency in managing and analyzing data, particularly through Excel and Salesforce.com
• Experience in identifying inefficiencies in business processes and developing strategies for improvement.
• Ability to clearly and effectively communicate with multiple departments, present data, and resolve issues in a collaborative environment.
• Proven experience working closely with Tender Department, Logistics, Finance, and Sales teams to achieve business goals.
• Strong organizational skills in managing reports, documentation, and databases.
• Experience in managing financial documentation related to invoicing and accounts management.
• Ability to assess complex situations, make sound decisions, and escalate when necessary.
• Excellent written and verbal communication skills required (for both patient and HCP communication), with the confidence to convey complex information in a manner that meets the needs of the audience.
• A team-focused and collaborative approach to work.
• Fluent in Italian and English

What you'll get:

• A front row seat to life changing CGM technology. Learn about our brave #dexcomwarriors community.
• A full and comprehensive benefits program.
• Growth opportunities on a global scale.
• Access to career development through in-house learning programs and/or qualified tuition reimbursement.
• An exciting and innovative, industry-leading organization committed to our employees, customers, and the communities we serve.

Travel Required:

25% - daily travel within Region

Experience and Education Requirements:

• Typically requires a Bachelor's degree or a minimum of 5 - 8 years of related experience

Imagine a workplace where your ideas are valued, your growth is supported, and your efforts directly contribute to our success. We believe in fostering a culture where everyone feels empowered, inspired, and

excited to come to work each day. If you're looking for a role that offers more than just a job, where you can truly make a difference and have fun while doing it, then we can't wait to meet you! Join us and be a part of

something extraordinary.

To all Staffing and Recruiting Agencies: Our Careers Site is only for individuals seeking a job at Dexcom. Only authorized staffing and recruiting agencies may use this site or to submit profiles, applications or resumes on specific requisitions. Dexcom does not accept unsolicited resumes or applications from agencies. Please do not forward resumes to the Talent Acquisition team, Dexcom employees or any other company location. Dexcom is not responsible for any fees related to unsolicited resumes/applications.