The Business Systems Application Analyst will be responsible for assisting in organizing, implementing, and adapting various Business Applications including the myMEDEL platform. They will work with the Microsoft Platform including SharePoint, Teams, Power BI, Flow, audio conferencing, Project, Dynamics, and other Business Systems in a manner that achieves optimum usage and configuration for utilization within MED‐EL Corporation.

Primary Responsibilities:

• Gather business requirements, develop project plans, and manage process improvement projects to drive the development and adoption of best practices with the platform.
• Performs systems analysis for implementing computer system solutions.
• Assist in the adoption and change management of the new system and processes, including training, communication, and other methods.
• Responsible for working with end users on training, implementation, and business processes.
• Coordinate with the HQ Digital Team on releases, functionalities, and requirements.
• Assure quality by assisting with test plans; maintains project and technical documentation Identify risks within the scope of your own work.

Position Qualifications:

• Bachelor’s degree or equivalent experience in Computer Science, Management/Computer Information Systems or equivalent combination of education, training and professional experience
• Additional value‐added educational assets include experience working in the medical device industry
• Experience working Enterprise resource planning Systems and Customer Relationship Management systems a plus
• Ability to build components in support of some combination of PowerApps, Power BI, Flow, and Dynamics 365Flexible, agile and adaptable to change
• Good analytical and problem‐solving skills with ability to design and develop scalable application components
• Strong communication skills (both verbal and written) and experience presenting to and facilitating large group discussions
• Attention to detail and ability to complete tasks in a timely manner
• Ability to interact courteously and professionally during interactions with customers, internal staff, or the public at large while representing MED‐EL Corporation

Please note that A COVID-19 Vaccination is required to become a MED-EL US Team Member. Maintaining a healthy, virus‐free workforce will enable us to continue to carry out the important mission of our Company. Proof of your COVID-19 Vaccination will be required prior to your hire date.

Interested in joining MED-EL? 

Please submit cover letter and current resume’ to hr.us@medel.com and please reference the position you are applying for in the subject line.

If you require assistance applying for one of the positions with MED-EL stated above because you are unable to submit your resume electronically, please call 888-633-3524.

The Customer Account Services Representative role works with patients and clinics answering product and service questions. In addition, you will process orders, prepare correspondence and fulfill customer needs to ensure excellent service standards.

Primary Responsibilities:

• Serve as the primary contact for customers including patients, family members, medical providers and professional contacts regarding their product needs.
• Process customer orders in accordance with company policy/Quality System and regulatory requirements for the handling of class III medical devices.
• Provide routine product troubleshooting assistance for MED-EL medical products.
• Collaborate with internal staff members including Insurance Support Services, Audiology Technical Support Services, Accounting, Product Control, Order Fulfillment, and Sales teams to help maintain account relationships.

Required Skills:

• Strong written and verbal communication skills including the ability to articulate concisely
• Excellent time management skills and ability to prioritize multiple time sensitive tasks
• Excellent database skills with proficiency in Microsoft Office (Excel, Word, Outlook, Teams) and ability to learn Microsoft Navision and CRM systems

• Positive attitude, self-motivated and collaborative team spirit a must!
• High School graduate or equivalent
• Minimum of 1-2 years of Customer Service experience or equivalent

Please note that A COVID-19 Vaccination is required to become a MED-EL US Team Member. Maintaining a healthy, virus‐free workforce will enable us to continue to carry out the important mission of our Company. Proof of your COVID-19 Vaccination will be required prior to your hire date.

Interested in joining MED-EL? 

Please submit cover letter and current resume’ to hr.us@medel.com and please reference the position you are applying for in the subject line.

If you require assistance applying for one of the positions with MED-EL stated above because you are unable to submit your resume electronically, please call 888-633-3524.

The Customer Care Coordinator provides administrative and compliance support to the Customer Account Services Team within the Customer Care Department, as well as ancillary support to MED-EL’s Operations Department (Product Control & Order Fulfillment). In this role, you will be instrumental in maintaining Protected Health Information (PHI), HIPAA compliance, and managing patient files in accordance with MED-EL’s Patient Record and Handling specifications.

Primary Responsibilities:

• Enter patient information from Intake Form (including insurance information, HIPAA consent, Bill of Rights, etc.) into CRM/ERP database
• Ensure required documentation is received by patients to MED-EL as required by Federal Regulations
• Manage collection of implant and external equipment manufacturer's warranty registration and data entry
• Manage and distribute patient forms to appropriate departments and staff responsible for maintaining (research, marketing, etc.)
• Create and maintain center files according to MED-EL's Patient Record and Handling specifications
• Prepare and mail weekly letter requests for outstanding Return Authorization's (RA) open for equipment returns and patients
• Support requests from staff in need of patient file information
• Comply with MED-EL HQ Subsidiary contract regarding the implant and external registrations and sending such documents in the required time frame

Required Skills:

• Positive attitude, self-motivated and collaborative professional team spirit a must!
• Strong written communication, organizational skills, and attention to detail
• Excellent time management skills and ability to prioritize multiple time sensitive tasks
• Excellent database skills with proficiency in Microsoft Office (Excel, Word, Outlook) and ability to learn Microsoft Navision (ERP) and CRM systems
• Ability to complete work in accordance with complex operational procedures and with minimal supervision
• Ability to interact courteously and professionally during interactions with customers (both internal and external) or public at large
• Ability to follow the latest guidelines set by the company and proficiently utilize available technology (i.e.-ERP, CRM, DocuSign, and other technologies relevant to the Customer Care Coordinator position)
• Ability to learn and carry out MED-EL Quality System Requirement, detailed operational procedures and various regulatory requirements relevant for medical device companies, Medicare, and Medicaid Providers

Position Qualifications:

• High School graduate or equivalent
• Minimum 3 years’ experience in medical recordkeeping or data governance preferred

Please note that A COVID-19 Vaccination is required to become a MED-EL US Team Member. Maintaining a healthy, virus‐free workforce will enable us to continue to carry out the important mission of our Company. Proof of your COVID-19 Vaccination will be required prior to your hire date.

Interested in joining MED-EL? 

Please submit cover letter and current resume’ to hr.us@medel.com and please reference the position you are applying for in the subject line.

If you require assistance applying for one of the positions with MED-EL stated above because you are unable to submit your resume electronically, please call 888-633-3524.

We are actively seeking a Customer Care Coordinator. The individual will provide administrative support primarily to the Insurance Support Services team. The Customer Care Coordinator will work closely with team members in Insurance Support Services to support efficient insurance processing.

Primary Responsibilities:

• Maintain user access control, records and review schedule for third party payer portals for professionals at MED-EL who need access to these portals.
• Maintain productivity reports.
• Distribute communications from centralized systems.
• Assist Provider Credentialing and Contracting function with application tracking, enrollment file maintenance, and documentation of third party contract terms.
• Provide administrative support for departmental or team initiatives and responsibilities.

Required Skills:

• Strong written and verbal communication skills
• Excellent attention to detail
• Courteous and professional interpersonal communications with internal and external customers
• Good organizational skills and time management
• Proficient with Excel, Word, Outlook, Office 365, Teams
• Willing and able to learn MED-EL systems and digital tools
• Able to handle assigned responsibilities with minimal supervision
• Positive attitude, self-motivated and collaborative professional team spirit a must!

Position Qualifications:

• High School diploma required
• Minimum of 3 years in a medical recordkeeping or administrative role
  
  

Please note that A COVID-19 Vaccination is required to become a MED-EL US Team Member. Maintaining a healthy, virus‐free workforce will enable us to continue to carry out the important mission of our Company. Proof of your COVID-19 Vaccination will be required prior to your hire date.

Interested in joining MED-EL? 

Please submit cover letter and current resume’ to hr.us@medel.com and please reference the position you are applying for in the subject line.

If you require assistance applying for one of the positions with MED-EL stated above because you are unable to submit your resume electronically, please call 888-633-3524.

We are actively seeking a Customer Experience Business Analyst. The position represents a highly collaborative individual contributor role within the Customer Care Department (the Department). The position works closely with management to ensure that data is available to inform business decisions, analyze processes, improve upon the customer experience. The individual in this position must have strong interpersonal and communication skills, be able to use data to tell a story, contribute to decision making, and improve service delivery.

Primary Responsibilities:

• Develop and maintain process-flow analyses/maps for the Department, and all handoffs to and from other functions within the organization
• Collaborate with the Department to:
  • Develop a deep understanding of department responsibilities and job functions
  • Identify areas for improvement in processes or service delivery
  • Introduce and sustain process improvements
  • Monitor the effectiveness of process & systems change
• Identify needs and create reporting on metrics that matter
• Provide consultation and guidance to continuously improve the customer experience
• Provide insights, assess evolving data analysis needs, and conduct internal and competitive research to inform business decisions
• Conduct and maintain competitive service analysis
• Department liaison to Business Systems to:
• Obtain and maintain access to critical datasets for analysis
• Plan for and implement solutions to improve the customer experience
• Key member of all systems-related project teams
• Identify and prioritize technical and functional requirements to address process improvements
• Help organize and provide user acceptance testing
• Monitor the effectiveness of systems change
• Ensure that early warning indicators are in place
• Reports KPIs and metrics out to key stakeholders
• Participate in internal and external audits as required

Required Skills:

• Ability to work closely with and influence stakeholders
• Excellent verbal and written communication skills
• Experience creating detailed reports and giving presentations
• Competency in office systems including but not limited to Teams, Office 365, Box, Word, and Outlook
• Familiarity with and willingness to learn CRM, billing, ERP systems
• Data analysis and visualization skills – highly proficient with Excel, PowerBI, etc
• Superb organizational, planning and time management skills
• Ability to prioritize based on needs and resources

Position Qualifications:

• A bachelor’s degree in business/related field or an MBA
• A minimum of 3 years of experience in business analysis or a related field
• Demonstrated proficiency in the areas of data analysis and data visualization
• A history of demonstrated positive impact on projects and service delivery improvements

Please note that A COVID-19 Vaccination is required to become a MED-EL US Team Member. Maintaining a healthy, virus‐free workforce will enable us to continue to carry out the important mission of our Company. Proof of your COVID-19 Vaccination will be required prior to your hire date.

Interested in joining MED-EL? 

Please submit cover letter and current resume’ to hr.us@medel.com and please reference the position you are applying for in the subject line.

If you require assistance applying for one of the positions with MED-EL stated above because you are unable to submit your resume electronically, please call 888-633-3524.

We are actively seeking a Insurance Support Services Representative with outstanding customer service skills and a background in healthcare Insurance reimbursement to provide professional service to our patients/customers. The Insurance Support Services Representative will work closely with team members to ensure patient insurance orders are processed timely and accurately.

Primary Responsibilities:

• Provide direct insurance support for customers, patients and medical professionals on behalf of and for Spanish and English-speaking customers.
• High volume of patient/customer contacts

Required Skills:

• Experience with CPT, HCPCS, ICD coding
• Coding/Billing software and related reimbursement platforms
• Strong written and verbal communication skills
• Positive attitude, self-motivated and collaborative professional team spirit a must!
• Proficient with Excel, Word, Outlook

• High School diploma required
• Minimum of 1 year in a healthcare insurance or reimbursement role
• Experience in a contact center role/environment

Please note that A COVID-19 Vaccination is required to become a MED-EL US Team Member. Maintaining a healthy, virus‐free workforce will enable us to continue to carry out the important mission of our Company. Proof of your COVID-19 Vaccination will be required prior to your hire date.

Interested in joining MED-EL? 

Please submit cover letter and current resume’ to hr.us@medel.com and please reference the position you are applying for in the subject line.

If you require assistance applying for one of the positions with MED-EL stated above because you are unable to submit your resume electronically, please call 888-633-3524.

The Marketing Coordinator is responsible for how our marketing materials, both physical and digital, are delivered to our customers, both internal and external. This person will play a key role in the Marketing Department and will interface with multiple staff and vendors. We’re looking for someone who enjoys being part of a team, is detailed oriented and has the ability to drive process improvements.

Primary Responsibilities:

• Coordinate the fulfillment of marketing materials, including demo equipment.
• Coordinate the fulfillment needs for new product launches and other special projects
• Maintain and coordinate inventory of multiple products on multiple websites/webstores

• Positive attitude, self-motivated and collaborative team spirit a must!
• Required:
• Two (2) year Associates Degree or equivalent work experience required (Four-year degree preferred).
• Must be able lift/manipulate up to 50 lbs. This position involves packing and shipping materials.
• Strong customer service skills required.
• Must be organized and detail oriented.

Please note that A COVID-19 Vaccination is required to become a MED-EL US Team Member. Maintaining a healthy, virus‐free workforce will enable us to continue to carry out the important mission of our Company. Proof of your COVID-19 Vaccination will be required prior to your hire date.

Interested in joining MED-EL? 

Please submit cover letter and current resume’ to hr.us@medel.com and please reference the position you are applying for in the subject line.

If you require assistance applying for one of the positions with MED-EL stated above because you are unable to submit your resume electronically, please call 888-633-3524.

Position Description: Oversight and day to day operations of company Quality System, functioning as part of the company’s Quality/Regulatory & Risk Management team, and administrative supervision/oversight of Regulatory staff located in the Durham Office.

Primary Responsibilities:

• Authority to manage, interpret, establish, and evaluate for efficiency and adequacy MED-EL US's Quality System in accordance with 21 CFR Parts 820,812, 11, 50, 54, 56 and 99 as well as any associated standards, laws or regulations relevant Quality System related operations of the company (e.g. MED-EL GmbH contracted Initial Importer, Distributor, and Clinical Research sponsor)..
• Responsible for ensuring the quality system and related processes (i.e. Complaint responses, Software Validation. Audit Management, CAPA Management, etc.) operate in compliance with both regulatory and company requirements. This includes establishing and reviewing methods for reporting quality data.
• Responsible for implementation and documentation of primary QS functions within U.S. organization. Work with others throughout the company to ensure the resolution of issues involving the quality system, FDA compliance in any area of company operations, and to initiate improvements of existing quality system and related procedures.
• Responsible for providing guidance to staff involved in carrying out Quality System related functions in any Department throughout the U.S. organization.
• Administratively manage Regulatory staff located in the Durham Office, working with VP/Risk Management (Dept Head), who provides professional oversight/management and staff development of all department staff.

Position Qualifications:

• Bachelor's degree in human/life science, business, math or sciences, or equivalent work experience
• Quality-related Certification or ten years' experience in QS/QA areas, preferably in medical devices (on the importer/distributor/research side)
• Certifications preferred include Quality Auditor, Quality Improvement, Six Sigma
• Experience with Corrective Action Programs preferred
• Supervisory experience & excellent management skills; department manager experience a plus (not required)
• Strong written and verbal communication and presentation skills
• Positive attitude, self-motivated and collaborative team spirit a must!

Please note that A COVID-19 Vaccination is required to become a MED-EL US Team Member. Maintaining a healthy, virus‐free workforce will enable us to continue to carry out the important mission of our Company. Proof of your COVID-19 Vaccination will be required prior to your hire date.

Interested in joining MED-EL? 

Please submit cover letter and current resume’ to hr.us@medel.com and please reference the position you are applying for in the subject line.

If you require assistance applying for one of the positions with MED-EL stated above because you are unable to submit your resume electronically, please call 888-633-3524.