Customer Care Specialist

\*\*Attention Job Applicant\*\*
It has come to our attention that unauthorized parties have been posting fraudulent job advertisements claiming to represent our company.
Please be cautious of any job postings on third-party websites or platforms claiming to be affiliated with us. These postings may be scams aimed at obtaining personal information or financial details from unsuspecting applicants.
Please note that all official communication regarding job opportunities at Diligent Health Solutions will only be sent from email addresses with the domain: diligenthealthsolutions.com.
We appreciate your understanding and diligence in verifying the authenticity of job postings. Should you have any concerns or encounter any suspicious activity, please don't hesitate to contact our Human Resources team directly at hr@diligenthealthsolutions.com.

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Summary:* A Customer Care Specialist will interact with patients and health care professionals and /or customers and trade associations and organizations on a regular basis through multiple communication channels such as inbound and outbound calls, fax, and email. Specialists will provide information about one or multiple client products and services covering different therapeutic areas and /or industries. Specialists will also demonstrate the ability to quickly adapt to changing circumstances and utilize multiple creative solutions to go beyond the required calling requirements. In addition, Specialists will also be expected to communicate a ‘call to action’ which may include asking for a decision, recommendation, purchase, usage, prescription, administrative task or other action relating to the client’s product or service.

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Education/Experience:*
High School Diploma or GED required. One (1) year of professional customer service experience with inbound calls and / or outbound dialing required. Previous call center experience preferred.

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Duties and Responsibilities* include the following. Other duties may be assigned.

• Responsible for reviewing, interpreting and reacting to data provided.
• Effectively communicate messages, product information, and/or specific offers to customers and clients.
• Converse with customers and clients in a professional manner, utilizing relevant industry terminology as needed, and facilitate the process of trial, adoption, and usage of the client’s products or services.
• Demonstrate competency in using information technology, PCs and a variety of databases.
• Contribute to the achievement of the goals, objectives, and outcomes of the program by demonstrating knowledge of product, disease state and program information as it applies to the specific program.
• Accurately collect the information required for each program and capture the information in a Customer Relationship Management system (CRM) or database.
• Maintain excellent quality standards for all programs and adhere to all client call guides and guidelines.
• Adhere to industry regulations and guidelines when communicating information to customers and documenting activity in the CRM database.
• Maintain client / program confidentiality and complete accurate documentation of all calls / cases.
• Adhere to all Company policies, program work instructions, and standard operating procedures.

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Qualifications:*
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

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Language Ability:*
Ability to read, analyze, and interpret general business periodicals, professional journals, technical procedures. Ability to write reports, business correspondence, and procedure manuals. Ability to effectively present information and respond to questions from groups of managers, clients, customers, and the general public.

Computer Skills:
To perform this job successfully, an individual should have knowledge of Microsoft products.

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Information Security Expectations:*
While performing the duties of this job, the employee is required to abide by Diligent Health Solutions' information security policies, employee handbook and security and privacy regulatory requirements. Each employee is responsible for the secure and appropriate handling of Diligent Health Solutions information, information received by customers, other companies and/or external parties.

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Knowledge, Skills and Other Abilities:*

• Time management
• Schedule adherence
• Professional verbal and written communication skills
• Demonstrated ability to identify cross-sell / upsell opportunities and ask for the order
• Independent and self-motivated
• Professionalism
• Ability to maintain levels of confidentiality
• Organizational skills
• Ability to multi-task and be detail oriented
• Ability to work effectively and accomplish goals with little to no direct supervision
• Ability to work efficiently without creating distraction or disruption to other employees
• Ability to participate in continuous quality improvement activities
• Customer service skills
• Ability to relate well and communicate effectively with internal and external stakeholders
• Ability to work well with various personalities and within a team
• General knowledge of internet navigation and research

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Physical Demands:*
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
While performing the duties of this job, the employee is regularly required to talk or hear. The employee is frequently required to walk; sit and use hands. The employee is occasionally required to stand.

Equal Employment Opportunity and Affirmative Action:
Diligent Health Solutions provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability or genetics. In addition to federal law requirements, Diligent Health Solutions complies with applicable state and local laws governing nondiscrimination in employment in every location in which the company has facilities. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.

Job Type: Full-time

Benefits:

• 401(k)
• Dental insurance
• Flexible schedule
• Health insurance
• Paid time off
• Vision insurance

Experience level:

• 1 year
• 2 years

Shift:

• 8 hour shift
• Day shift
• Morning shift

Weekly day range:

• Monday to Friday
• Weekends as needed

Work setting:

• Remote

Work Location: Remote