Hanger, Inc.

Customer Support

• Responsible for the administrative functions of all Fillauer product returns and the subject matter expert on the status of customer returns.
• Reviews and investigates credit requests from CS and other departments for product returns, sales price discrepancies, freight overcharges, and other refund request circumstances.
• Creates and processes credit memos in Epicor ERP system.
• Coordinates and documents the entire return process from customer return inquiries to credit resolution.
• Answers customer return inquiries by phone and email.
• Troubleshoots return requests and creates Return Material Authorizations (RMA) in Epicor ERP system.
• Maintains documentation of communications with customers in Epicor ERP system.
• Contributes to customer experience by ensuring high level of quality assurance through continuous review and resolution of open and outstanding returns.
• Documents returned product lifecycle in Epicor including date stamping, return reasoning, customer feedback, departmentsinvolved, and final resolution to ensure accurate processing.
• Researches and resolves complex discrepancies when returned products do not align with Epicor ERP system data.
• Supports product return and repair requests while adhering to return policies and processes.
• Unpacks returned merchandise, assesses paperwork, and assigns to proper departments for review, including product complaints and warranty repairs.
• Displays and maintains a high level of patience, courtesy, and professionalism with all customers and internal relations.
• Collaborates with internal teams including customer service, warehouse, assembly, engineering, purchasing, sales, and education.
• When needed, supports customer service team with sales order entry, quote entry, product inquiries, estimated ship date and tracking requests, along with other criticalcustomer service functions.
• Participates in team meetings including discussions an d problem solving.
• Maintains a safe and organized work environment.
• Performs other tasks as needed to support the success of the organization.

Customer Service Representative I

• Provide white glove support for technical problems related to the Hanger technology environment via inbound calls, chat, self-service submissions, or in person.
• Ensure accurate triage, documentation, and prioritization of incidents.
• Utilize remote desktop and diagnostic tools to aid in troubleshooting issues.
• Complete access administration, Asset Management, and Procurement tasks.
• Contribute positively to customer service, incident, and request service level agreements.
• Coordinate escalation and resolution of technical issues with IT teams.
• Provide support for key business projects which may include travel.
• Create and maintain support documentation and knowledge articles.
• Commit to individual goals by completing ongoing training and development.
• Assist with training efforts for new team members.
• Create a positive and professional work environment.
• Perform responsibilities within established IT and Security compliance criteria.

IT Support Specialist

Insurance

• Review complex claims, patient records and hospital and physician billing practices to identify discrepancies or errors in Medicare payments
• Retrieve and properly identify documents from Revenue Cycle Management (RCM) system and update tracking and billing systems
• Perform internal and external data, files, or medical chart reviews to ensure codes billed are supported and comply with CMS guidelines and medical policies
• Complete, review, and research deficiencies and consult with physicians/clinicians and staff on documentation and regulatory issues
• Develop and manage relationships with colleagues and report anomalies and trends to Supervisor
• Conduct special projects, reconcile and review medical necessity, and prepare spreadsheets and summary reports
• Prepare complex claims reimbursement submissions in managed care environment and assess risk of denial, audit, or retraction
• Advocate and support clinic administration on reimbursement and managed care, maintain relationships with customers and insurance organizations
• Provide training to field staff on reimbursement issues and process complex claims accurately

Priority Claims Specialist III

Human Resources

• Lead a national HR/employee relations team, serving multiple business units and marketplaces
• Provide support to geographically dispersed business leaders in manufacturing sites
• Play a pivotal role within the Senior Human Resources Leadership team, offering insights into HR's strategic direction and representing the perspectives and requirements of the supported business units
• Spearhead the execution of HR programs within the respective business units, offering expert insights on organizational and leadership gaps, and providing consultation and coaching to regional business leaders, managers, and employees to drive business objectives and nurture positive employee relations
• Engage with line leaders on critical matters such as performance management, leadership succession, organizational effectiveness, diversity, career development, and leadership development
• Influence both business and HR priorities at a strategic level
• Ensure accurate record-keeping and reporting of performance ratings
• Travel 50% within US

Vice President, Human Resources – Products and Services

Systems Engineer

Design, develop, and manage product configurators within Epicor ERP.
Champion data integrity and enforce clean data practices across all ERP systems.
Utilize Epicor tools including REST API, Service Connect, and Data Management Toolkits for efficient data migration and system interaction.
Provide technical leadership in a multi-site, multi-national Epicor ERP environment.
Collaborate with business users, project managers, and IT stakeholders to ensure successful project execution.
Analyze and improve business processes to enhance ERP functionality and user experience.
Maintain expert-level knowledge of Epicor capabilities and ensure optimal utilization of current and new features.
Partner with departments including Sales, Operations, Finance, and Supply Chain to align ERP solutions with business needs.
Support the development of SOPs and lead change management and user training initiatives.
Create and maintain detailed technical documentation, including process flows, data mappings, and integration architecture.
Design, develop, and deploy customizations using C#, .NET, BAQs, BPMs, SSRS Reports, and APIs within Epicor.
Enhance dashboards and data models to meet evolving business requirements.
Architect and implement integrations with third-party platforms such as EDI, Magento, and Salesforce.

Business Systems Analyst III, Epicor

QA Engineer

• Responsible for maintaining and improving the Quality Management System to meet National and International laws and regulations and pertinent quality standards.
• Ability to create and process CAPAs in a team environment.
• Ability to create programs, processes, and work instructions in a team environment.
• Establish and maintain knowledge of US Governmental and International laws and regulations affecting the organization’s products and operations.
• Proactively scans existing literature and FDA submissions to identify risk.
• Responsible for training program for yearly repeat trainings and Quality-related training.
• Monitor and maintain the Device Investigation response.
• Deal with FDA registration and 510K submission.
• Maintain GMDN, GS1, and GUDID submissions.
• Work with NPD team to create risk assessments and build quality into new product offerings.
• Lead the internal audit process with vendors and within internal functional areas as required.
• Ability to train new auditors.
• Maintains and further enhances a positive, engaged, accountable organizational climate.
• Actively engages with other internal functional areas and/or other affiliated Business Units to address and resolve issues for the organization.
• Projects a positive and professional image at all times.
• Assists in maintenance of Master Control QMS software processes.
• Inspects as needed.
• Performs audit, such as FDA, ISO, etc. unsupervised.
• Can run reports and gather data for AGW.
• Can assess the need for, and issue CAPAs when needed.
• Understands and can participate in improvements to the quality management systems.
• Can train/supervise and lead other employees.

QA Analyst III

Accountant

• Lead department projects to build, enhance or improve efficiency in financial reporting of Revenue and A/R
• Become the subject matter expert on Revenue and A/R systems and underlying data to aid in producing effective reporting of financials
• Collaborate with IT Systems Support ensuring downstream systems are functional
• Assist in producing monthly, quarterly, and annual revenue reports
• Innovate process improvement for related areas
• Identify and resolve variances related to financial systems and the GL
• Regularly present findings, enhancements or issues related to projects for Sr. Management
• Prepare ad-hoc reporting and perform other duties as assigned