Specialist Customer Service

Job Title: Customer Service Specialist

Location: Livermore CA 94550-8808

Duration: 6 Months with potential extension

Days/Hours: Mon Friday
Call Center hours are 5am PST to 5 PM PST.
Schedule: 8:30am-5:00pm but candidates do need to have flexibility as well.

Summary

• As the Customer Service Specialist you will handle inbound and outbound calls in a fast paced high volume call center.
• You will interact with customers to assist with demographic member plan and physician changes as well as collecting results and creating supply orders.
• You will provide customer service by answering customer concerns explaining business policies and policy controls as well as assisting in customer escalations and complaints.
• The role includes providing testing support product overview and basic technology instructions.
• Customer Service Specialists provides general assistance as needed to achieve and maintain patient success and satisfaction with remote monitoring.

Principle Responsibilities

• The following reflects managements definition of essential functions for this job but does not restrict the tasks that may be assigned.
• Management may assign or reassign duties and responsibilities to this job at any time due to reasonable accommodation or other reasons.
• Handling of Inbound and Outbound customer calls.
• Collects receives and records INR results.
• Utilizes call scripting provided when conducting patient phone calls.
• Contacts physician for INR results based on clinics reporting preferences and as outlined by Acelis Connected Health policies and procedures.
• Monitors and assists customers with adherence to prescribed test frequency.
• Promotes use of digital platforms
• Provides assistance in the use of digital platforms.
• Demonstrates knowledge of products used to obtain INR results and provides assistance to customers as applicable.
• Responsible for time management adherence to schedule and attendance.
• Follows all regulatory policies procedures privacy and security standards in accordance with government agencies including all HIPAA requirements.

Required Qualifications

• High School diploma or equivalent
• 2 years of high call volume call center experience
• Communicate clearly and concisely both in writing and verbally with others in a professional manner.
• Strong computer skills proficiency navigating multiple websites and platforms.
• Proficient with Microsoft office programs and smart devices.
• Versatility flexibility and willingness to work within constantly changing priorities.

Preferred Qualifications

• 2 Experience in high call volume call center.
• 2 Experience in a clinical environment.
• Associates degree.

Physical Requirements

• Must be able to work sitting down for extended periods of time.
• Must be able to work with computer and multiple computer screens for extended periods of time.
• No lifting over 10 pounds required without assistance.