**Job Profile Summary** Provides telephone customer service regarding company's services and/or products. Identifies customer's needs and determines appropriate action, promotes other products/services.
Call center environment, so they will be on the phones, looking for potential temp to perm candidates so want the best of the best: self-directed, accountable, go getter type candidates.
POSITION SUMMARY The Patient Enrollment Representative is responsible for contacting identified participants by phone and/or other electronic means to promote the companies services. Under the direction of the Patient Enrollment Management team, PE representatives will successfully enroll participants in the identified program while providing optimal customer service.
PRINCIPAL RESPONSIBILITIES include the following.
Other duties may be assigned.
Handles outbound and inbound calls, providing overview of the program and responding to questions about the program enrollment, encourages immediate assessment of enrolled participants Able to meet established performance metrics that include: Quality, Conversions, and Operational Efficiency. Able to overcome objections quickly and accurately. Utilizes multi-media resources to accurately process participant information; obtaining all demographic information on new participants and inputs into computer to initiate medical record. Tracks productivity as assigned. Develops rapport with participants and adjusts to their communication style. Provides accurate and compelling information about ***'s programs and services. Handles change in a fast paced, team environment. Adheres to company policies and procedures, including business dress code. Available to work any shift during operating hours.
PROBLEM SOLVING Able to apply situational critical thinking skills to resolve customer inquiries quickly and accurately Demonstrates strong organizational and priority management skills Takes initiative on assignments and projects Demonstrates ability to multi-task in a dynamic work environment.
ACCOUNTABILITY / DECISION MAKING Able to utilize job aids and reference materials to accurately process participant questions and requests. Demonstrates strong attention to detail to meet health care records compliance. Works well in an unstructured environment and when faced with new or undefined situations; understands how to assess a situation, how to use tools and resources and when to hand-off for appropriate resolution Assumes personal ownership of his/her results: takes responsibility for and pride in achieving successful results; if goals are missed, holds him/herself accountable for improvement Demonstrates a strong work ethic and appropriate sense of urgency; is committed to seeing tasks through to completion
EDUCATION/EXPERIENCE High School graduate or GED equivalent required. One (1) to four (4) years' experience with sales, customer service, telemarketing; outbound sales preferred Knowledge of customer support philosophy and objectives required Successfully meet or exceeded sales quotas in a performance-based workplace.
Able to use multiple computer applications. Able to use ACD telephone system. Proficiency in the use of Windows and Microsoft programs.
Quickly identifies and effectively aligns with different communication styles; is professional and positive in interactions with others and is able to establish rapport quickly Displays fluency when using language (both verbal and written); has a solid knowledge of grammar, syntax and style; utilizes appropriate voice tone, speed and inflection Can speak persuasively while maintaining a positive customer experience Listens for meaning, asks probing questions and considers what others have to say Regardless of outcome, demonstrates exceptional customer services skills that included (but not limited to): courtesy, personalization, acknowledgement/empathy and flexibility Displays drive, energy and initiative. Demonstrates personal integrity in dealing with others. Demonstrates a strong customer service orientation, and takes responsibility to follow through on commitments to customers Behaves professionally and uses good judgment in all interactions in which he/she is likely to be viewed as a representative of *** Enthusiastically supports ESS activities, contests and events Shows respect for other members of the team