Customer Service Specialist

About the position

This position is responsible for identifying and resolving customer issues and answering customer inquiries regarding the status of their order.

Responsibilities

• Handle continuous work volume by interacting with patients and referrals via (inbound & outbound) phone calls, email, fax, chat, text, web inquiries, and other electronic sources
• Receive and process order requests from referrals for durable medical equipment and healthcare services
• Provide accurate information and updates as related to new orders, resupplies, pickups, and/or exchanges
• Demonstrate professionalism and provide high quality service when interacting with patients, caregivers, and/or referrals
• Resolve patient/referral complaints and escalations with urgency by identifying problems, troubleshooting equipment, and/or coordinating appropriate corrective action
• Assess patient and referral needs, identify satisfactory resolution, and provide high quality customer service
• Comply with and adhere to all regulatory compliance areas, policies and procedures, and best practices
• Follow quality program guidelines and procedures for all transactions to ensure that we give the best service to all customers
• Perform other duties as required

Requirements

• High School Diploma or GED required
• 1-3 years of Call Center Experience preferred
• 1-3 Years of Healthcare and/or Health Insurance Customer Service experience preferred
• Experience working in remote environment preferred

Nice-to-haves

• Assess problems & identify solutions
• Professional verbal and written communication
• Effective listening, paraphrasing, and summarization
• Personal accountability and emotional intelligence
• Time management and reliability
• Basic skills in using a Windows based computer
• English (reading, writing, verbal) proficiency
• Basic level mathematical proficiency

Benefits

• Medical, dental, and vision insurance, available on first working day
• 401(k), eligibility after one year of service
• Employee stock purchase plan
• Tuition reimbursement