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Company Contact Info

  • 580 Howard Avenue
    Franklin Township, NJ 08873
  • Ira Disman

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Your National Call Center Admin

Your Hearing Network • Franklin Township, NJ

Posted 9 days ago

Job Snapshot

Full-Time
Medical Equipment, Consulting
Customer Service, Sales, Admin - Clerical
1

Applicant

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Job Description

Reporting to the Manager of Your National Call Center, the YNCC Admin is responsible for communications with associate practices about telemarketing member services, event coordination, e-communications, list management, and administrative support. The Admin will support staff with daily monitoring for quality assurance, functionality and understanding of associate needs.

Responsibilities:

Existing Customer Management

  • Prepare reports of daily results for customers on appointment generation, outcomes and sales
  • Develop and maintain weekly workplan
  • Review reports daily for compliance with the assigned workplan
  • Obtain patient list, prepare and load into system in preparation for dialing
  • Review lists daily and update activity status in dialing system
  • Respond to program inquiries
  • Investigate and resolve customer complaints

New Customer Management/Onboarding

  • Send and receive YNCC agreements
  • Schedule and conduct program set up call
  • Complete and send Statement of Work
  • Explain program and set expectations


Team Lead/Staff and Management Support

  • Provide issue/performance Investigation
  • Prepare and distribute customer correspondence as needed
  • Perform daily audits of call recordings
  • Review scheduled appointments daily for compliance with scheduling protocols
  • Walk the floor hourly to check in with each representative for quality assurance
  • Enter appointment outcomes in dialing system weekly
  • Maintain internal and external KPI reports
  • Produce daily productivity reports
  • Provide technical assistance with dialing system
  • Schedule meetings and training sessions
  • Maintain patient privacy in compliance with HIPAA federal guidelines and practice policies

Job Requirements

Education:  High School Diploma required; Bachelor’s degree preferred
 

Experience: Prior experience in sales or marketing or business support

Skills:

  • Works independently with minimal supervision; knows when to ask for assistance/guidance
  • Organized and detail-oriented.
  • Excellent follow up/follow through
  • Ability to follow process and suggest improvements
  • Proficient in Microsoft Word,  Excel and PowerPoint
  • Database manipulation
  • Exceptional listening and customer service skills
  • Ability to articulate clearly; excellent oral and written communication skills
  • Ability to work with clients in dispute resolution
  • Highly motivated and adaptable
  • Ability to multi-task and prioritize
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