Customer Support Specialist - Per Diem/PRN
Company: SHARP HEALTHCARE
Location: Riverside
Posted on: April 24, 2024
Job Description:
HoursShift Start Time:VariableShift End Time:VariableAdditional
Shift Information:Weekend Requirements:As NeededOn-Call
Required:NoHourly Pay Range (Minimum - Midpoint - Maximum):$23.100
- $28.514 - $34.217 -The stated pay scale reflects the range that
Sharp reasonably expects to pay for this position.--- The actual
pay rate and pay grade for this position will be dependent on a
variety of factors, including an applicant's years of experience,
unique skills and abilities, education, alignment with similar
internal candidates, marketplace factors, other requirements for
the position, and employer business practices. - -What You Will
DoOften the first contact between prospective patients and Sharp,
this position role models how to provide The Sharp Experience by
providing a warm and welcoming experience to all callers. Provides
exemplary customer service to callers and customers in all
communications. Manages general information and service inquiry
inbound calls, emails and chat, from the community and Sharp
HealthCare staff.Required Qualifications
- Experience serving customers in a service-oriented environment,
preferably in a call center, laboratory or medical office
- Previous experience with handling between 80-100 calls a day
and respond in a fast-paced environment
- Experience with handling money transactions, using a
windows-based program for data entry, and using MS Word for
business documentsPreferred Qualifications
- Experience monitoring social media channels and using social
media toolsEssential Functions
- Adheres to departmental standards and guidelines for
documentation, productivity, and compliance demonstrated through
these criteria:Documents all calls appropriately.Demonstrates
exceptional judgement in managing complaints and facilitating
service recovery.Codes calls appropriately, including Campaign
Code, How Heard field, and others as needed for the call and
campaign type.Obtains correct demographic information, asking for
birth date as patient identifier, thus ensuring patient
confidentiality. Imports data from IDX correctly, avoiding
duplicate demographic entries.Verifies database information on
repeat callers, updates demographical information for these callers
as necessary.Verifies fax and phone numbers before faxing lab
results.Display sensitivity to callers who prefer to remain
anonymous.Escalates egregious customer complaints to
management.Reiterates important demographic or class information
when necessary.Processes credit cards responsibly and
correctly.Performs self-checks for data entry as well as rosters
and letters.Under direction of supervisor or manager, completes
required calls to enrollees regarding cancellations and room
changes in an accurate and timely manner. Documents these calls
correctly.Uses Sprinklr to monitor social media sites for comments
related to Sharp during normal business hours as well as after
hours and weekends (if applicable).Ensures social media customer
feedback is routed appropriately and in a timely manner (if
applicable).Report any customer feedback trends to appropriate
management (if applicable).Access support from the Sr. Social Media
Specialist regarding comments/posts that are not covered by the
protocol (if applicable).Adds all appropriate comments to the
weekly Voice of the Customer report and prepares the weekly Voice
of the Customer report for distribution (if applicable).
- Completes calls using key behaviors of the Sharp
Experience:Uses standard Sharp opening for all calls 'Thank you for
calling Sharp HealthCare.'Fields calls for physician referral
and/or transfers calls in a friendly and helpful manner when
applicable. On transfer calls, manages up the referral nurse to the
caller.Consistently represents Sharp HealthCare to potential and
current patients in a professional and courteous manner.Takes
customers where they are going, using the transfer feature and
announcing the call when possible on transfer calls.Apologizes for
the wait if applicable, or apologizes if the caller has been
transferred numerous times.Utilizes department standard
communication techniques including, utilizing scripting to enhance
customer experience, controlling the conversation, using a friendly
and helpful tone, avoiding long silences, ending the conversation
with 'Is there anything else I can do for you? I have the time' and
'Thank you for calling Sharp HealthCare,' avoiding 'Bye' or 'Bye
Bye'.
- Demonstrates competency with standard departmental procedures
including:Adheres to call flow process.Achieves call coaching
scores as defined by management annually.Achieves phone production
scores as defined by management annually.Meets service standards as
identified and published by management.Maintains exceptional
knowledgeable about Sharp HealthCare services, labs, programs,
classes, and general insurance information and resources for phone
numbers and/or internal contacts.Seeks and maintains knowledgeable
about Sharp HealthCare marketing initiatives.Utilizes knowledge of
Sharp HealthCare services to assist callers in gaining appropriate
class, seminar, event, and registrations and referrals. Processes
class registrations and related functions including rosters,
letters, and program manager follow-up.Performs various tasks to
support laboratory outreach, including but not limited to
scheduling/cancelling appointments, faxing lab results, researching
lab order status, providing callers with lab hours and locations,
receiving Add-On information from physicians and faxing to main
labs for processing, and supporting lab outreach with special
projects as assigned.
- Demonstrates teamwork in departmental and interdepartmental
interactions:Takes equal share of incoming calls according to ACD
agent distribution reports.Responds to equal share of social media
posts (if applicable).Identifies potential problem areas in
database and brings it to the attention of department leadership.
When appropriate, demonstrates initiative and creativity by
offering operational suggestions to manager.Completes off-phone
tasks in a timely manner (i.e., rosters run daily, faxing lab
appointments, letters generated and mailed daily). Shares assigned
tasks to assist with completion.Provides cross-selling
opportunities for other services, classes, or physician
referral.
- Utilizes professional communication skills in all interactions
by exhibiting these behaviors:Demonstrates excellent written
communication skills in English providing The Sharp
Experience.Communicates well verbally, using Standard English
grammar, avoiding slang and speaking clearly to
patients.Demonstrates patience with customers who have difficulty
hearing or grasping the information provided over the phone. Offers
step by step instructions to callers, enhancing their ability to
write down important information.Avoids use of the hold button when
possible. Thanks the patient for waiting when necessary.Performs
proactive service recovery, adhering to departmental service
recovery protocols, identifying problem areas and escalating the
call to department leadership when necessary.Interacts with
professional courtesy to program manager staff, entity liaisons,
physicians office staff and laboratory staff, both verbally and in
writing. Responds to email from program managers in the same
business day.Reads departmental email communication on days worked
to become familiar with class updates, changes, and new procedures.
Makes notes when necessary.Responds to social media comments and
feedback according to approved social media protocols, using brand
voice/tone guidelines (if applicable).Sharp HealthCare is an equal
opportunity/affirmative action employer. All qualified applicants
will receive consideration for employment without regard to race,
religion, color, national origin, gender, gender identity, sexual
orientation, age, status as a protected veteran, among other
things, or status as a qualified individual with disability or any
other protected class.
Keywords: SHARP HEALTHCARE, Riverside , Customer Support Specialist - Per Diem/PRN, Other , Riverside, California
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