• Communicates program information to new patients. 
• Enrolls patients or schedules patients for appointments by program.
• Re-engages existing patients care team members have been unable to reach.
• Researches as appropriate to find additional patient phone numbers and provider office contact and location information.
• Gathers and records accurate patient information
• Escalates to a licensed RN
• Meets metrics and performance goals set for team, including quality standards.
• Performs administrative and process tasks associated with engagement
• Greeting clients on the phone and making follow-up calls
• Keeping pace with and understanding all customer demands
• Respond as soon as possible to customers whose problems or demands have been resolved, to inform, follow up, and finalize transactions
• Make a scheduled call to the requested date in line with the request of the members
• Performing customer satisfaction measurement

Skills: Communication Skills, Customer Service, Problem-Solving, Research Skills, Data Management, Team Collaboration, Performance Management, Administrative Efficiency

• Deliver world-class customer service during each and every client interaction
• Schedule qualified in-home design consultations through a combination of inbound and outbound calling
• Respond to inquiries and schedule appointments with clients resulting from multiple sources
• Ensure every lead is contacted, added to CRM database, profiled, and dispositioned accurately and efficiently.
• Deliver a dynamic prepared communication script that applies to the situation at hand
• Provide product and service information to clients
• Route calls to appropriate departments
• Meet individual/team qualitative and quantitative targets
• Provide exceptional service to all internal and external customers
• Adhere and contribute to defining processes that produce superior customer experiences
• Utilize correct tools to efficiently solve and serve customer concerns
• Provide leadership and insights to improving the process of serving customers
• Comprehend customer request, for product, services, inquiries, and ensure proper security procedures are followed
• Ability to maintain focus of company/client initiatives in fast-paced, ever-changing environment

Skills: Customer Service Excellence, Appointment Scheduling, Lead Management, Communication Skills, Product Knowledge, CRM Utilization, Problem Solving, Adaptability and Initiative

• Receive, log and route all calls and incoming service requests for the Service Delivery teams by answering phone calls, responding to emails and generating service tickets.
• Regularly perform follow-up, ticket review, and other client experience and status related tasks.
• Provide assistance coordinating work, scheduling service delivery and coordinating IT service for clientele.
• Perform follow up with clientele on any ticket outside 4 hour SLA.
• Provide technical support through service ticket remediation and escalation
• Comply with all organization business policies, workflow processes and documentation practices.
• Answer incoming telephone calls to participant service call center.
• Respond to caller questions by obtaining information from the appropriate person or system.
• Assist participants to change passwords or usernames as requested.
• Document all participant calls and transactions and meet individual and department service level goals.
• Follow required procedures for participant identification to ensure corporate guidelines are followed and process participant transactions ensuring accuracy.
• Perform a range of assigned clerical routines
• Respond to electronic participant inquiries and non-inbound work

Skills: Customer Service, Communication Skills, Ticket Management, Time Management, Technical Support, Adherence to Policies and Procedures, Participant Support, Clerical Skills

• Deliver outstanding customer service in a manner that strengthens the relationship with each individual customer.
• Ensure first-call resolution by seeking to understand first before moving to a resolution so that the right action is taken for each customer. 
• Demonstrate effective phone communication skills including actively listening, asking questions to ensure understanding and speaking with confidence.
• Demonstrate problem-solving skills and take ownership to resolve customer needs. 
• Making sound judgments when the resolution is not outlined in procedures.
• Consistently and comfortably utilize an online manual to follow procedures and resolve customer inquiries.
• Effectively navigates through multiple systems, screens and fields to obtain information to resolve inquiries, including searching for solutions while customer is on the phone.
• Maintain good attendance and adherence to schedule.
• Deliver extraordinary customer service by responding to the patient’s questions or concerns in a timely manner
• Develop and foster patient relationships on every interaction that builds rapport from the start to the end of the call or chat demonstrating that value patients
• Document the necessary patient profile information and update the medical history with any relevant information as it pertains to the patient’s health
• Ensure that all interactions foster customer satisfaction, effectiveness, proficiency, and quality.

Skills: Exceptional Customer Service, First Call Resolution, Effective Phone Communication, Problem-Solving, Sound Judgment, Utilization of Online Manuals, Navigating Multiple Systems, Attendance and Schedule Adherence

• Ability to demonstrate, understand and apply workplace mission, vision and values.
• Assess service levels, track operational efficiencies and streamline processes to ensure requirements are met in a cost-effective manner.
• Prepare annual budget after estimating necessities, correcting overspending, analyzing cost variance and scheduling expenses.
• Demonstrated ability in evaluating department structure and executing changes as necessary.
• Establish and implement strategic plans for department growth and success.
• Summarize, collect and analyze call center trends and data for regular performance reports for internal and client use.
• Maintain department policies and procedures and establish procedures for process improvements when necessary.
• Oversee system maintenance and upgrade implementation. 
• Call for repairs and troubleshooting
• Direct workforce management through forecasting and analysis of metrics and volume trends.
• Establish a high standard for productivity, quality, customer service as well as define user guidelines.
• Develop company systems for customer interaction and voice response and control the implementation process.
• Manage and improve center performance through performance monitoring, individual performance KPIs, problem resolution, system audits and quality assurance measures.

Skills: Leadership and Strategic Planning, Financial Management, Data Analysis and Reporting, Process Improvement, Policy and Procedure Management, System Maintenance and Upgrade, Workforce Management, Quality Assurance and Performance Monitoring

• Able to navigate through PC applications. Basic MS Windows, Excel, Word, and Outlook knowledge.
• Excellent verbal, written, and interpersonal communication skills to communicate effectively with individuals at all levels of the organization.
• Ability to provide stellar service using excellent advocacy skills and telephone etiquette to build loyalty, extend customer retention, and satisfy corporate goals and objectives.
• Approaches each customer interaction with professionalism, compassion and empathy.
• Ability to work in a fast-paced department and maintain a high level of productivity.
• Successfully handles a high call volume with frequent interruptions.
• Possess critical thinking and problem-resolution skills.
• Excellent follow-through skills, responding timely to phone calls, tasks, and projects; accuracy and attention to detail are a must.
• Possess excellent organizational and time management skills.
• Ability to prioritize and handle multiple tasks effectively, remain flexible, and adapt to shifting work demands.

Qualifications: BA in Communication with 3 years of Experience

• Must be able to work under general supervision.
• Able to work independently, but also as a team player. 
• Experience in supporting and promoting intra- and inter-departmental teamwork, exhibiting a spirit of cooperation.
• Experience in presenting a professional and mature demeanor.
• Experience in Displaying patience and demonstrating respect for callers and staff. 
• Experience in recognizing the diversity of customers and is accepting of individual differences, beliefs and values.
• Medical terminology knowledge.
• Bilingual English/Spanish communication.
• Customer service environment and experience in IDX 
• Basic MS Windows, Excel, Word, and Outlook experience.
• Experience in a Healthcare setting.
• Customer service experience in a managed care environment.

Qualifications: BA in Marketing with 2 years of Experience

• Prior experience in healthcare. Coordinated benefits claims.
• Prior experience in call center environment and track record of achieving goals and meeting client’s service level agreements.
• Ability to communicate with a diverse range of customers and an ability to learn on the job.
• Experience in completing daily calls with 100% accuracy/Quality while following call script and SOP.
• Medical terminology knowledge along with knowledge of ICD-9 and CPT4 codes.
• Ability to communicate with a wide array of parties including members, medical providers, attorneys, and insurance carriers.
• Decision making, ability to make sound and timely decisions.
• Organization, attention to detail, and good fit with department culture.
• Able to work in a fast-paced environment with patterns and workflows that change daily.
• Excellent interpersonal skills; strong emphasis on customer service
• Excellent business writing and verbal communication

Qualifications: BA in English with 4 years of Experience

• Experience in Phone-based customer service and/or product support
• Experience in face-to-face customer service
• Experience with Microsoft office related applications
• Experience in using (CRM) Salesforce (preferred)
• Ability to work in multiple technical mediums simultaneously while remaining attentive to a patient and concern
• Ability to be patient and empathetic when providing support to patients
• Ability to investigate, understand, and explain technical concepts to technical and non-technical individuals
• Experience in working well in a team environment.
• Have the focus, persistence, positive outlook, and discipline to meet the personal demands of a high volume, fast-paced sales/service, and technology support role/environment.
• Experience in setting high standards of personal performance, quality, and accountability.
• Ability to use basic office systems and equipment, such as a computer, telephone headset, copier and fax machine, and Microsoft software

Qualifications: BA in Business Administration with 3 years of Experience

• Experience in Call Center or customer service 
• Strong Spanish speaking
• Ability to understand and explain general retirement plan concepts.
• Knowledge of Microsoft Office Products, Maui, Relius, and Director.
• Proven research and problem-solving skills.
• Strong analytical ability and Customer service-oriented
• Strong Organized, Independent
• Time-efficient and deadline-driven
• Customer service environment, call center
• Proficient in Word, Excel, and other Microsoft Office Suite programs
• Strong organizational and management skills
• Ability to multi-task and work both in a team and independently
• Ability to function effectively in a dynamic work environment

Qualifications: BA in Psychology with 2 years of Experience