Senior Healthcare CCA

Job Title

Job Description

Market Source is a sales acceleration company focused on delivering better outcomes for many of the world's most iconic brands. We design, operationalize, and execute managed sales and customer experience solutions for companies in B2B and B2C environments.

Our solutions are purpose-built and tech-enabled to deliver measurable improvements in business outcomes. We live by a set of people-focused values that guide our relationships with each other and with our clients. By putting people first, working together to make others successful, and establishing a rich and empowered work culture, we create opportunities for our people and the businesses we serve to be successful.

Responsible for maintaining client product knowledge and developing assigned staff to achieve individual, company and client goals; works with supervisor to establish daily objectives and prioritize workload, ensuring deadlines are met and staffing levels are appropriate; support the quality performance of assigned staff by providing accurate responses to questions with a sense of urgency during call processing; lead and participate in processing various incoming phone calls for assigned clients and programs in accordance with policies, procedures, quality standards, and federal laws and regulations;

establish a good working relationship with team members and department contacts in order to maintain and continuously strive to improve the level of overall service being provided.

Team Development - Responsible for maintaining client product knowledge and developing assigned staff to achieve individual, company and client goals.

• Continually reviews all training and product related material, ensuring accuracy
• Schedules training sessions and organizes all required training materials
• Develop assigned staff product, process and procedure knowledge through initial and ongoing training
• Enhance assigned staff customer service and sales skills utilizing coaching techniques, to include, effective communication, listening, role playing and skill building
• Improve assigned staff call processing skills to exceed client expectations for productivity, service and quality which may include, demonstrating correct call procedure following Saleytics and client guidelines, double-jacking with staff to demonstrate skills and providing feedback, side-by-side monitoring to encourage positive behavior and build skills, etc.
• Provide assigned staff with regular feedback on their individual performance and call quality, providing additional coaching or training as necessary to ensure individual success
• Improve assigned staff morale by creating and maintaining a winning environment that contributes to staff satisfaction, productivity and commitment to Saleytics, which may include daily contests to motivate and encourage maximum performance, recognition of staff by name, positive staff feedback and suggestions to enhance performance

Staff Assistance - Provide assistance to assigned co-workers ensuring adherence to departmental policies and procedures

• Provide support by answering questions ensuring functions are efficiently performed in a quality-oriented manner
• Provide assistance and guidance to co-workers on best approaches, practices, and lessons learned
• Keep up-to-date on current workflow and department procedures in order to answer questions, provide work direction, or complete tasks
• Train and mentor assigned co-workers, as necessary
• Provide departmental support in problem resolution, ensuring issues are resolved in an accurate, timely, and professional manner
• Assist staff in striving to ensure highest level of quality, responsive service possible is provided
• May be required to support supervisor in responding to inquiries and conducting research and analysis

Floor Assistance - Support the quality performance of assigned staff by providing accurate responses to questions with a sense of urgency during call processing.

• Assist assigned staff with procedure questions and use of computer and telephone equipment in a timely manner
• Assist assigned staff with problem or irate callers to ensure client's service requirements and escalation procedures are met; notify supervisor of all equipment failures and data processing errors

Customer Service Functions - Lead and participate in processing various incoming phone calls for assigned clients and programs in accordance with policies, procedures, quality standards, and federal laws and regulations

• Exercise exceptional…