Customer Support Specialist - Per Diem/PRN

Company: SHARP HEALTHCARE
Location: Los Angeles
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, Monterey Park , Customer Support Specialist - Per Diem/PRN, Other , Los Angeles, California