Health Escalation Analyst Jobs

Summary

At Apple, we believe that dedication, a fun environment, creativity and innovation fuel the ultimate customer experience. We believe each customer interaction is an opportunity to delight, engage, and inspire. By focusing on the smallest of details, we can make a huge impact with our customers! Building this environment starts with you! The Health Escalation Analyst team supports health regulated cases. They research, review, interpret, and analyze case notes to determine the root cause of the issue. Analysts work as liaisons between health advisors and the post market team. They ensure that cases are prepared for the Post Market Health Team to take over.

Key Qualifications

Listening to sensitive customer issues
Attention to specific health details and the ability to resolve or advance in a timely manner
Conducting research using all our available resources
Analyzing and diagnosing customers technical issues
Keeping records of customer interactions into appropriate work systems
Providing clear and concise descriptions of all issues regarding regulated health products
Create procedures and set expectations for redaction of sensitive customer information
Ability to understand medical device regulations and requirements

Description

- Proving step by step instructions for our Health Support Specialists
- This also includes summary of resolution provided to the Post Market Health Team
- Data entry and tracking of case reviews
- Respond to health regulated cases
- Prepare cases for review and closure
- Analyze trends in the regulated product support line of business
- Identify any outlying issues and suggest actions for resolution
- Analyze Advisor behavioral and proficiency trends
- Provide customer support for unregulated & regulated Apple health products and software

Role Number: 200483585