Intake Specialist - Remote

Dragonfly Health•, AL

3d•Remote

About The Position

The Intake Specialist receives and responds to inbound calls and emails related to DBM & PBM solutions, serving as first-tier support for software issues such as account login problems, password resets, and basic system utilization. This role involves creating support tickets with complete information, acting as a resource for homecare agencies and providers, and providing basic instruction in the operation of proprietary applications. The specialist will escalate complex issues promptly, act as a liaison between parties, and troubleshoot common order fulfillment issues to ensure an optimal customer experience. Continuous listening and responding to customer feedback is crucial for determining necessary internal actions and coordinating activities. The role also involves assessing customer needs and routing inquiries to the appropriate business unit.

Requirements

A high school diploma or equivalent is required
At least six months experience in which incumbents regularly interface with customers is essential to perform customer services functions as described
Strong interpersonal skills are necessary as is the ability to remain customer service oriented during situations in which clients or customers may be frustrated
The ability to speak and write in a professional manner is required to communicate with clients, drivers, operations, and patients as described
Proficient and accurate typing/data-entry skills are required to record system information as described
Familiarity with Microsoft Office and a web browser is required to access, capture and communicate information as described
The ability to demonstrate ownership for the customer experience and provide solutions to routine and common issues rather than escalating problems is essential
Working knowledge of a PC, business and communications software (MS Office) and web-based tools are required
The ability to maintain a flexible schedule to accommodate on-call rotations as described is required
Incumbents must be able to work with defined schedules in which timed lunches and breaks are predefined
This position entails a high level of work performed at a computer terminal throughout the day as well as heavy use of a telephone or headset equipment
On a regular basis, incumbent frequently performs repetitive motions at a computer terminal and is subject to prolonged sitting
Regular eye-hand coordination and manual dexterity is required to operate office equipment

Nice To Haves

A year of call center or help desk experience or experience working in a medical environment is strongly preferred
Spanish speaking skills are desirable but not required
Familiarity with contact management software is strongly preferred

Responsibilities

Receives and responds to inbound calls and emails related to DBM & PBM solutions, serving as first tier support of any reported software issues: such as account-related login issues, password resets, basic system utilization, and triage.
Following standard operating procedures creates support tickets with complete information in the ticketing system to ensure all pertinent data is logged and captured.
Acts as a resource for inbound calls and emails from homecare agencies and providers, and at times, may be tasked to provide basic instruction in operation of proprietary applications.
Promptly escalates complex issues as appropriate to facilitate resolution of the issue.
Acts as a liaison between homecare agencies and providers, and ensures all parties have accurate information to facilitate workarounds for reported break/fix items.
Troubleshoots and resolves common order fulfillment issues to preserve the most optimal customer experience.
Listens and responds to feedback from customers and determines necessary internal action or communication required to fulfill company obligations.
Coordinates activities and/or relays information as appropriate.
Assists customers by assessing the stated purpose of the call or email, and the need communicated, and routes to the appropriate business unit following standard operating procedures.
Participates in regularly occurring staff meetings, training activities and ongoing continuing education to maintain relevant understanding and knowledge of company offerings and processes and procedures.
May participate in department rotation of on-call phone coverage that may entail over-night periods of time.
Performs other duties as assigned or apparent.