Job Description

Credentialing Specialist act as first-line representatives and second-line experts responsible for handling inbound call inquiries, escalated calls, processing transactions, assisting/leading staff training, and leading/assisting in projects.  Representatives are responsible for new account creation, account maintenance, account auditing, and resolution of issues that may prevent creations of accounts.  Under general supervision, process customer requests related to account set-up and account maintenance in a timely, accurate and professional manner. Fosters the growth of a strong customer base through creating positive customer interactions and building strong customer relationships. 

Representatives conduct their work activities in compliance with all Allergan internal requirements and with applicable regulatory requirements.  Allergan internal requirements include compliance with ethics, environmental health and safety, financial, human resources and general business policies.  All calls are subject to monitoring, recording for quality assurance, coaching, training and development purposes.

Main Areas of Responsibilities

Manages the end-to-end Customer Master Data set up requests and changes to existing data in SAP/CRM.  Identifies and resolves request discrepancies by communicating the necessary information required to complete requests while ensuring timely completion.
Executes the required verification process checks to protect against potential fraudulent customer accounts and ensuring compliance with Customer Master Data Governance.
Maintain a proactive role in investigating licensing and financial responsibility on new and existing customer accounts. Contact customers to update registration information as needed.
Monitors real-time metrics and reprioritizes duties to maintain service level.
Audit customer data to ensure consistency, accuracy, and compliance.
Responds to level 1 escalated calls from internal/external customers:  providing information, education and assurance to customers regarding products or services. 
Partners with Allergan Sales Representatives and our clients to provide customer service in accordance with Allergan Customer Operations service levels to complete phone, email, and fax order transactions accurately within specifications.
Resolves issues and answers questions with highest degree of quality and accuracy in accordance with company vision & values. Ethically and responsibly complies with all company standards, guidelines, standard operating procedures and all applicable laws.
Proactively identifies opportunities for improvement and presents them to team leadership.
Completes follow-up informational calls, emails and/or case updates to customers and sales representatives within service level requirements.
Reads, analyzes, and interprets team and individual metrics to assist in the day-to-day operations; tracks team performance to ensure completion of work as needed

The following listed requirements need to be met at a minimum level to be considered for the job:

High School diploma required, associate’s or bachelor’s degree a plus
Experience working with Microsoft Office Suite.
SAP or other ERP experience preferred.
Skill in demonstrating professional phone manner
Experience working in a team-oriented, collaborative environment
Ability to learn and adapt to new technologies and changing processes
Excellent organizational skills and ability to prioritize
Ability to take initiative and make decisions
Ability to effectively handle and lead multiple tasks/projects independently
Perform accurate and complete work, within deadlines, with or without direct supervision #LI-AA