Healthcare CSR
Job Summary
We are seeking a Customer Service Representative for a Healthcare Account who will identify and prioritize caller needs, formulate resolution plans, and provide accurate information about Sharecare programs. The ideal candidate will maintain high customer satisfaction, meet call center metrics, and effectively document information using computer tools. No BPO experience is required, though healthcare or medical background is a plus.
Responsibilities
- Identify, evaluate and prioritize caller needs, questions and concerns.
- Formulate plans of resolution and respond appropriately and efficiently.
- Maintain and restore customer satisfaction and partner with other teams.
- Meet or exceed established call center metrics and quality levels.
- Proactively educate caller on program benefits and provide accurate information.
Required Skills
- Excellent written and verbal communication skills
- High emotional quotient and empathy towards patients
- Ability to work, communicate and collaborate effectively
- Willingness to work on-site
- Medical or health-related knowledge (preferred)
Job Details
Identify, evaluate and prioritize caller needs, questions and concerns. Formulate plans of resolution and respond appropriately and efficiently. Maintain and restore customer satisfaction and partner with other teams as needed. Perform problem analysis, problem determination and recommended resolutions to the callers in accordance with standard protocol. Proactively educate caller on program benefits. Meet or exceed established call center metrics, attendance standards and quality levels. Use computer tools to accurately process and document information. Develop rapport with callers and appropriately adjust communication style. Provide accurate information about Sharecare programs and services. Escalate issues internally and follow up on escalated issues.
No BPO experience is required. BPO experience with customer service experience in a healthcare account and medical knowledge or any health related experience is a plus. Excellent written and verbal communication skills. High emotional quotient and empathy towards patients. Able to work, communicate and collaborate with others effectively and efficiently. Willing to work on-site.