Contact Center Representative

Inmediata Health Group•San Juan, PR

About The Position

Inmediata Health Group is seeking for a Contact Center Representative responsible of the liaison between the customer or potential customer, via telephone, email, online chat, with Inmediata. CCR response and delivery shall be provided in accordance with the company ethics principles, vision, mission, and values. The CCR shall be able to accept ownership for effectively solving customer issues, complaints and inquiries, exceeding customer satisfaction at the core of every interaction.

Requirements

High School Diploma: Technical School or college degree preferred.
Customer service experience, preferred in a healthcare provider’s office.
Experience on provider’s solutions tools like Electronic Medical Record (EMR); Medical Billing degree preferred.
Excellent communication and active listening skills
Ability to ask probing questions, understand concerns and overcome objections.
Customer focus and adaptability to different personality types.
Must possess a professional and friendly attitude communication skill
Service-oriented and able to resolve customer grievances.
Proficient computer skills with the ability to learn new software.
Fully bilingual in English and Spanish highly preferred.

Nice To Haves

Technical School or college degree
Customer service experience in a healthcare provider’s office
Experience on provider’s solutions tools like Electronic Medical Record (EMR)
Medical Billing degree
Fully bilingual in English and Spanish

Responsibilities

Interact with current and potential customers via telephone, email, online chat to provide support and information on our products and services.
Identify customers’ needs, clarify information, answer questions, research every issue, and provide solutions.
Register and document all customers/payers’ interactions received in the Salesforce application database in a comprehensible way following Inmediata’s service protocol.
Ensure that appropriate actions are taken to resolve customers’ concerns, escalating major issues with the appropriate staff following the internal procedures when necessary.
Seize opportunities to upsell products when they arise and refer to the Sales Department.
Follow contact center established “scripts” when handling different topics.
Build sustainable relationships and engage customers by taking the extra mile.
Proactively assesses, clarifies, and validates customer needs on an ongoing basis.
Accomplish the established individual and department contact center metrics on a daily, weekly, and monthly basis.
Keep records of all customer’s interactions in the existing CRM database in a comprehensible way following Inmediata’s service protocols, as well as perform basic customer’s account maintenance activities.
Assign timetable to complete grievances and appeals referred by customers and ensure that deadlines are met.
Responsible to follow-up internally to assure that tasks are completed within any given deadline provided by customers.
Respond to general questions and resolve a diverse range of issues involving product defects pending settlement, changes to existing functionality, request of new functionality or other related need to contract or product software.
Provide clear, coherent, and comprehensible responses to customers on the resolution of grievances and appeals to avoid follow up inquiries that may delay or have an adverse impact on the quality or efficiency of the service.
Comply with other tasks or projects assigned according to the company or department operational needs.