AMC Health Hiring for Customer Service Specialist at United States Full Time

The Customer Service Specialist is responsible for delivering excellent customer service to patients and clients by providing information, assisting with installation of medical devices, and troubleshooting/resolving service problems or concerns. A proven track record of world-class customer service and a compassionate, ‘can-do’ personality is required for success in this position. Proper attention to detail and customer focus/empathy are essential to achieve the required levels of Client and Patient satisfaction.

Essentials Job Functions:

• Perform all work in accordance with the Business requirements, department procedures and work instructions
• Handle patient and client inquiries and disposition appropriately by determining service needs and troubleshooting requirements by working with patients, family members and caregivers
• Make outbound calls to patients to assist in preparation for receipt of Telehealth devices
• Assist patients with remote installation of assigned devices over the phone
• Participate in outbound calling campaigns as needed
• Document interactions accurately and comprehensively based on the standards of practice and current organization policies
• Meet key performance metrics and SLAs; Required KPIs include calls per day, ticket completion per day, call quality and others as defined by management, based on business need
• Escalate unresolved patient or care coordinator issues to management team, as appropriate.
• Support escalated issues through completion
• Perform other tasks as assigned by Management

Competencies Required for Position:

• Strong organizational and time management skills are critical
• Must be comfortable receiving and handling a high volume of inbound support calls daily
• Demonstrated active
• This job description in no way states or implies that these are the only duties to be performed by the employee(s) of this position. Employees will be required to follow any other job-related instructions and to perform any other job-related duties requested by any person authorized to give instructions or assignments. All duties and responsibilities are essential functions and requirements and are subject to possible modification to reasonably accommodate individuals with disabilities. To perform this job successfully, the employee(s) will possess the skills, aptitudes, and abilities to perform each duty proficiently. Some requirements may exclude individuals who pose a direct threat or significant risk to the health or safety of themselves or others. The requirements listed in this document are the minimum levels of knowledge, skills, or abilities. This document does not create an employment contract, implied or otherwise, other than an at-will relationship. listening skills
• Ability to work independently, think critically and define an appropriate course of action and follow through to ensure the issue is resolved in a timely manner
• Ability to establish meaningful and productive relationships with patients, colleagues and clients while operating in a remote setting
• High level of accountability for all tasks and assignments
• Excellent attention to detail, strong verbal and written communication skills are essential
• Bilingual (Spanish preferred)

Experience/Education/Computer Proficiency Requirements:

• High school diploma; Associate degree preferred
• Minimum of two (2) years’ experience in a call center/contact center environment
• Strong computer skills, including ability to access internal resources, navigate multiple computer programs, quickly learn new tasks and effectively troubleshoot basic computer issues
• Working knowledge of Bluetooth and modem functionality required
• Ability to type a minimum of 30 WPM while talking with the member/patient

Physical Demands & Work Environment:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this position. Reasonable accommodation may be made to enable individuals with disabilities to perform the functions. While performing the duties of this position, the employee is regularly required to talk or listen. The employee frequently is required to use hands or fingers, handle or feel objects, tools, or controls. The employee is occasionally required to stand, walk, sit; and reach with hands and arms. The employee must occasionally lift and/or move up to 25 pounds. Specific vision abilities required by this position include close vision, distance vision, and the ability to adjust focus. The noise level in the work environment is usually low to moderate.

Note:

This job description in no way states or implies that these are the only duties to be performed by the employee(s) of this position. Employees will be required to follow any other job-related instructions and to perform any other job-related duties requested by any person authorized to give instructions or assignments. All duties and responsibilities are essential functions and requirements and are subject to possible modification to reasonably accommodate individuals with disabilities. To perform this job successfully, the employee(s) will possess the skills, aptitudes, and abilities to perform each duty proficiently. Some requirements may exclude individuals who pose a direct threat or significant risk to the health or safety of themselves or others. The requirements listed in this document are the minimum levels of knowledge, skills, or abilities. This document does not create an employment contract, implied or otherwise, other than an at will relationship.