Valence Care is seeking an experienced, professional, and reliable Customer Service Representative to join our team.
Job Summary:
Responsible for managing and troubleshooting all inquiries received through email, social media platforms, and conducting unable to locate calls.
Responsibilities:
1. Proactive Inquiry Management:
- Actively monitorall inquiry channels (email, social media, web forms, phone calls) throughout the day.
- Acknowledge each inquiry with a personalized response, ensuring timelyfollow-ups.
2. Classifying and Prioritizing Inquiries:
- Classify inquiries based on the customer's needs, including service requests, employment inquiries, and general support.
- Prioritize urgent matters, ensuring high-priority inquiries are addressed promptly.
3. Routing Inquiries:
- Direct inquiries to the appropriate department, ensuring a smooth handoff and clear communication with the customer.
4. Delivering Personalized Customer Service:
- Confirm the Start of Care (SOC) date and the type of care needed.
- Provide the company's contact number for any questions or concerns.
- Inform the customer of the next check-in date (2, 4, 6 weeks) and agree on the best time for follow-up.
5. Documentation and Follow-Up:
- Log all interactions, inquiries, and follow-up details in the provided Excel sheet.
- Note the next contact date, any questionsor concerns addressed andupdate the patient profile accordingly.
6. Outbound Weekly Contact Requirement:
- Each team member is required tocontact at least 600 patients per week for outbound calls.
- Ensure efficient management of workload to meet this target while maintaininghigh-quality service in each interaction.
7. Call Management and Support:
- Respond to inbound calls promptly and handle outbound follow-up calls with professionalism and empathy.
- Ensure all customer concerns are addressed, and unresolved issues are followed up on within a reasonable time frame.
8. Continuous Improvement and Team Collaboration:
- Request feedback from customers after resolving inquiries to measure satisfaction.
- Use trends and data to improve service quality and team efficiency.
- Attend weekly/biweekly meetings to share insights, improve teamwork, and resolve challenges.
- Understand the responsibilities of each team member to support one another effectively, ensuring everyone can step in if needed.
Qualifications:
- At least two (2) years of experience as a customer service representative, call center clerk, or medical office receptionist.
- At least one (1) year of previous healthcare experience working in a similar setting.
Skills:
Education:
- High Schol graduate or equivalent- two years of college preferred.
The qualifications listed isa brief description of what is requiredas per daily task but will not be limited to other duties assigned by manager.