Customer Service Representative

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5 days ago Requisition

SUMMARY: This position is responsible for handling large amount of incoming patient calls.

DUTIES AND RESPONSIBILITIES:

• Manages inbound and outbound customer calls in a timely manner.
• Identifies each patients’ needs and wants, give your best to clarify information.
• Researches every issue and provide solutions to them.
• Recognizes opportunities to upsell our products and services.
• Follows our company's communication “scripts”.
• Builds strong relationships with patients.
• Scheduling appointments for patients, both established and new.
• Review’s patient data that has been entered into our system.
• Meets qualitative and quantitative new patient targets.
• Directing calls to the appropriate department based on the patients’ needs.
• Performs other related duties as assigned by management.

QUALIFICATIONS:

• High school diploma or one to three months related experience or training, or equivalent combination of education and experience.
• Computer skills required:
  Internet Software Spreadsheet Software (Excel);
  Word Processing Software (Word);
  Electronic Mail Software (Outlook);
  Presentation software (PowerPoint)
• Other skills required:
• Previous experience in a customer service support role.
• Track your own work daily and compare to benchmarks.
• Strong phone and verbal communication skills.
• Excellent listener.
• Adaptable to different personality types.
• Customer focus.
• Ability to multi-task.
• Set priorities.
• Excellent time management skills.
• Data entry.
• Acute attention to detail.
• Bilingual is a plus.

COMPETENCIES:

• Adaptability - Adapts to changes in the work environment;
  Manages competing demands;
  Changes approach or method to best fit the situation;
  Able to deal with frequent change, delays, or unexpected events.
• Customer Service - Manages difficult or emotional customer situations;
  Responds promptly to customer needs;
  Solicits customer feedback to improve service;
  Responds to requests for service and assistance;
  Meets commitments.
• Diversity - Demonstrates knowledge of EEO policy;
  Shows respect and sensitivity for cultural differences;
  Educates others on the value of diversity;
  Promotes a harassment-free environment;
  Builds a diverse workforce.
• Ethics - Treats people with respect;
  Keeps commitments;
  Inspires the trust of others;
  Works with integrity and ethically;
  Upholds organizational values.
• Interpersonal Skills - Focuses on solving conflict, not blaming;
  Maintains confidentiality;
  Listens to others without interrupting;
  Keeps emotions under control;
  Remains open to others' ideas and tries new things.
• Oral Communication - Speaks clearly and persuasively in positive or negative situations;
  Listens and gets clarification;
  Responds well to questions;
  Demonstrates group presentation skills;
  Participates in meetings.
• Professionalism - Approaches others in a tactful manner;
  Reacts well under pressure;
  Treats others with respect and consideration regardless of their status or position;
  Accepts responsibility for own actions;
  Follows through on commitments.