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Patient Service Advocate
2 weeks ago
Job OverviewThis full-time remote role is designed for a Patient Service Representative to provide exceptional customer service, handle inquiries, and resolve issues through phone calls, emails, and chat. The Representative will be responsible for maintaining accurate records in the CRM system, achieving customer service targets, and communicating customer feedback to the management team.Key ResponsibilitiesPatient Interaction: Communicate with patients via phone, email, and chat, demonstrating empathy and professionalism at all times.Issue Resolution: Identify customer concerns and find effective solutions, aiming for first-contact resolution whenever possible, while adhering to company policies and guidelines.Product Knowledge: Maintain a deep understanding of products or services to answer customer queries and provide recommendations accurately.Documentation: Record customer interactions, transactions, and issues in the CRM system, ensuring a comprehensive record of customer interactions.Problem-Solving: Analyze complex situations, think critically, and take proactive steps to resolve issues, collaborating with other departments when necessary.Compliance: Adhere to company policies, industry regulations, and ethical standards, ensuring customer data privacy and security.Continuous Improvement: Participate in ongoing training and development programs to enhance skills and knowledge, contributing to improving customer service processes.Feedback Handling: Gather customer feedback and report recurring issues or suggestions to the appropriate teams for process improvement.Team Collaboration: Collaborate with fellow team members to share insights, knowledge, and best practices, fostering a supportive work environment.Required SkillsCustomer Support and Satisfaction skillsExcellent problem-solving and analytical skillsAbility to multitask and prioritize workload in a fast-paced environmentExperience with CRM systems and contact center technologiesExcellent verbal and written communication skillsAbility to work independently and remotelyA bachelor's degree or higher in a related field is preferredExperience in a customer service or contact center environment is preferredWork EnvironmentThis role requires a quiet and brightly illuminated work environment. A laptop with a minimum of 8GB RAM, an i5 8th-gen processor, a 720P webcam, a headset, a reliable ISP with a minimum speed of 100 Mbps, and a smartphone are also required.
