Enrollment Services Specialist

Abbott • Livermore, CA

1d • Onsite

About The Position

This position works out of our Livermore, CA location in the Abbott Heart Failure, Acelis Connected Health business. Our Heart Failure solutions are helping address some of the World’s greatest healthcare challenges. As an Enrollment Services Specialist, you’ll have the chance to manage new customer accounts and leads. You will review benefits coverage, place orders, collect missing information and transfer calls as needed to the appropriate departments. The Enrollment Services Specialist goal is to strive for high quality interactions to ensure customers understand the onboarding process and to report any opportunity for improvements to management in order to improve the patient experience in the future.

Requirements

• One (1) to four (4) years’ high volume call center experience
• High School diploma or equivalent
• Position requires heavy data entry
• Ability to use thinking and reasoning skills to solve problems
• Able to utilize job aids and reference materials to accurately process participant questions and requests.
• Takes initiative on assignments and projects
• Demonstrates ability to multi-task in a dynamic work environment.
• Works well in an unstructured environment and when faced with new or undefined situations; understands how to assess a situation, how to use tools and resources and when to hand-off for appropriate resolution
• Assumes personal ownership of his/her results: takes responsibility for and pride in achieving successful results; if goals are missed, holds him/herself accountable for improvement
• Demonstrates a strong work ethic and appropriate sense of urgency; is committed to seeing tasks through to completion
• Quickly identifies and effectively aligns with different communication styles; is professional and positive in interactions with others and is able to establish rapport quickly
• Displays fluency when using language (both verbal and written); has a solid knowledge of grammar, syntax and style; utilizes appropriate voice tone, speed and inflection
• Can speak persuasively while maintaining a positive customer experience
• Listens for meaning, asks probing questions and considers what others have to say
• Regardless of outcome, demonstrates exceptional customer services skills that included (but not limited to): courtesy, personalization, acknowledgement/ empathy and flexibility
• Displays drive, energy and initiative.
• Demonstrates personal integrity in dealing with others.
• Demonstrates a strong customer service orientation, and takes responsibility to follow through on commitments to customers.
• Behaves professionally and uses good judgment in all interactions in which he/she is likely to be viewed as a representative of Acelis Connected Health
• Enthusiastically supports Enrollment Services activities, contests and events
• Shows respect for other members of the team
• Ability to make decisions while following company procedures
• Knowledge of customer support philosophy and objectives required
• Successfully meet or exceeded sales quotas in a performance-based workplace.
• Demonstrates strong attention to detail to meet health care records compliance.
• Able to use multiple computer applications.
• Able to use ACD telephone system.

Nice To Haves

• Some secondary educational coursework in applicable field desired
• Proficient on Microsoft office programs and keyboarding, specifically Outlook, Word, and Excel
• Use current technology and informatics
• Proficient in Windows based applications and Internet
• Basic understanding of the company LMS (METRO/LERN)

Responsibilities

• Handle escalated customer calls and situations
• Monitor all department queues
• Create and distribute department Tier email
• Run department reporting
• Monitor and distribute and/or handle department email box
• Assign and dispatch cases to trainers for training
• Place meter and/or supply orders for customers
• Place trainer supply orders
• Follow up with trainers on pending training assignments
• Handle inbound and outbound trainer calls
• Handles outbound and inbound calls, providing customers an overview of the program and responding to questions about the program enrollment, encourages immediate assessment of enrolled participants
• Able to meet established performance metrics that include: Quality, Conversions, and Operational Efficiency.
• Able to overcome objections quickly and accurately.
• Utilizes multi-media resources to accurately process participant information; obtaining all demographic information on new participants and inputs into computer to initiate medical record.
• Tracks productivity as assigned.
• Develops rapport with participants and adjusts to their communication style.
• Provides accurate and compelling information about Acelis Connected Health’s programs and services.
• Handles change in a fast paced, team environment.
• Adheres to company policies and procedures, including business dress code.
• Available to work any shift during operating hours.
• Resolves service problems by determining the cause and selecting best possible solution
• Assists with any special projects as directed by manager
• Maintains a culture of accountability and standards
• Follows all regulatory policies, procedures, privacy, and security standards
• Completes required Acelis Connected Health programs for compliance

Benefits

• Free medical coverage in our Health Investment Plan (HIP) PPO medical plan in the next calendar year
• Excellent retirement savings plan with a high employer contribution
• Tuition reimbursement
• Freedom 2 Save student debt program
• FreeU education benefit

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: High school or GED