Customer Service Specialist

Customer Service Specialist

We are seeking a Customer Service Specialist for our location in Livermore, CA, within the Heart Failure and Connected Health business. This role involves handling inbound and outbound calls in a dynamic, high-volume call center environment. The position requires interaction with customers to assist with demographic updates, member plan and physician changes, result collection, and supply order creation. You will also provide customer service by addressing concerns, explaining business policies, and assisting with escalations and complaints.

Additionally, the role includes offering testing support, product overviews, and basic technology instructions to ensure patient success and satisfaction with remote monitoring.

Responsibilities:

• Handle inbound and outbound customer calls.
• Collect, receive, and record INR results.
• Utilize call scripting during patient phone calls.
• Contact physicians for INR results based on clinic preferences and company policies.
• Monitor and assist customers with adherence to prescribed test frequency.
• Promote and assist in the use of digital platforms.
• Demonstrate knowledge of products used to obtain INR results and provide customer assistance.
• Manage time effectively, adhere to schedules, and maintain attendance.
• Follow all regulatory policies, procedures, privacy, and security standards, including HIPAA requirements.

Education

Qualification:

• High School diploma or equivalent required.
• Associate's degree preferred.

Required Skills:

• Minimum of 2 years of experience in a high call volume call center.
• Clear and concise communication skills, both written and verbal.
• Strong computer skills with proficiency in navigating multiple websites and platforms.
• Proficient with MS Office programs and smart devices.
• Versatility, flexibility, and willingness to work within constantly changing priorities.

Preferred

Skills:

• Over 2 years of experience in a high call volume call center.
• Experience in a clinical environment.

Physical Requirements:

• Ability to work sitting down for extended periods.
• Ability to work with a computer and multiple screens for extended periods.
• No lifting over 10 pounds required without assistance.

The Company offers the following benefits for this position, subject to applicable eligibility requirements: medical insurance, dental insurance, vision insurance, 401(k) retirement plan, life insurance, long-term disability insurance, short-term disability insurance, paid parking/public transportation, paid time off, paid sick and safe time, hours of paid vacation time, weeks of paid parental leave, and paid holidays annually – as applicable.

Pay Range: $25/hr to $27/hr