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Call Center Expert

Integrated Resources, Inc Rockland, MA Contractor
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Role: Call Center Expert

Location: Rockland, MA

Duration: 12 months (maximum chances for extension)    

Job Summary:
The Patient Support Navigator (PSN) interacts directly with customers to address their concerns, such as requests for product or device related information, program fulfillment materials, and coordination of home nurse training requests. The PSS also provides reimbursement and nurse triage support. The main goal of the PSS is to achieve a high-level of customer satisfaction and case resolution.
Job Summary:
The Patient Support Navigator (PSN) interacts directly with customers to address their concerns, such as requests for product or device related information, program fulfillment materials, and coordination of home nurse training requests. The PSS also provides reimbursement and nurse triage support. The main goal of the PSS is to achieve a high-level of customer satisfaction and case resolution.

Responsibilities:
• Answers inbound calls and documents information accurately in the program database.
• Manages customer information with the strictest of confidence, in a professional, empathetic and customer centric way.
• Interacts directly with patients, caregivers, and healthcare professionals.
• Calls must be answered promptly, professionally, and compassionately with the result of meeting the customer’s needs.
• Ability to problem solve and determine appropriate actions for issue resolution. Actions may include contacting pharmacies to clarify prescription information, insurance companies to confirm benefits, and physician’s offices in a collaborative fashion to resolve patient issues.
• Manage replacement requests of our products or devices for patients. Exercise good judgment on when to expedite delivery based on needs or available options.
• Provide patients, caregivers, physician/nurses or other healthcare professionals with approved product information.
• Update Managers/Supervisors with feedback from customers to improve services or provide recognition of team members.

Professional Qualities:
• Experience in the healthcare field (e.g. medical, pharmacy, bio-tech, insurance or reimbursement) with customer care experience preferably with patient interaction or educational support.
• Experience with handling of inbound and outbound phone calls, database enrollment and operational activities.
• Effective listening, written and verbal communication skills.
• Must be comfortable using multiple communication methods, including phones, internet, email, faxes or text messaging.
• Effective interpersonal skills to interact with a diverse group of professionals and personalities in a team environment
• Must be flexible with the ability to multi-task to ensure accurate data entry
• Strong computer skills (customer contact databases, salesforce.com, Microsoft Office applications (Windows, Word, and Excel) required.
• Strong data entry/typing skills.
• College degree or equivalent
• Bilingual a plus
 

Recommended skills

Verbal Communication
Computer Literacy
Databases
Typing
Data Entry
Multilingualism
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Job ID: 20-03202

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