Call Center Customer Engagement Specialist - Port Saint Lucie, FL
Location:Port Saint Lucie
Department:
- Maintain a strong working knowledge of products & services, funding sources and company policies & procedures. Develop and maintain a strong understanding of specific requirements of contracted providers.
- Continuously update knowledge on industry trends and customer service best practices.
- Proactively educate on products, key initiatives, and ABC offerings.
- Utilize training documents and available resources to support customer conversations and decision making.
- Utilize training to operate as the product and lifestyle subject matter expert to provide responses to customer inquiries and strive for first contact resolution.
- Handle inbound and outbound customer calls, emails, and inquiries with professionalism and courtesy.
- Adhere to all HIPAA guidelines/regulations.
- Communicate effectively and empathetically with customers to understand their needs.
- Provide clear and concise information to customers on products, services, and processes.
- Maintain accurate records within Brightree CRM, including demographic information, product information, written consent and thorough note-taking.
- Accurately load patient information into working system, generating delivery paperwork for sales and service orders, provide a high level of customer service to patients and Territory Sales Managers.
- Identify process and “best practice” improvement opportunities and recommend solutions to management team.
- Adhere to established quality standards and guidelines in customer interactions.
- Participate in training sessions to enhance skills and knowledge.
- Meet all required individual and team metrics.
- High school diploma or equivalent required.
- Ability to pass a drug and background check.
- Basic working knowledge of computer systems; Brightree experience a plus.
- 2+ years in a Call Center environment.
- Previous experience in customer service or a related field.
- DME or Medical experience.
- Familiarity with insurance rules and regulations.
- Variety of Medical, Dental and Vision Insurance Plans
- 401k Plan
- PTO and Paid Holidays
- EAP
- Employee Discounts
Job Segment: Call Center, Quality Assurance, CRM, Supply, Customer Service, Sales, Technology, Operations