Customer Care-Healthcare
Respond professionally, promptly, and courteously to inbound calls, e-mails and faxed referrals and/or requests for treatment options
Request placement and/or respond to inquiries regarding treatment options via outbound calls, email, and/or other designated contacts
Place outbound calls to Hospitals to complete placement requests
Willing and able to partner with Field Operations to visit Doctor s offices and Hospitals to build, enhance and/or establish those relationships.
Adhere to performance metrics and quality assurance call standards
Utilize all tools and resources to coordinate and complete the placement of a patient
Maintain data forms e-faxed from the eld and enter in the appropriate database
Under the direction and supervision of the supervisor, develop and enhance processes to ensure effective growth within placements as well as treatment option modalities
Build positive relationships with Hospitals, Discharge planners, Case Managers, & teammates across the Village and provide customer service excellence
Achieve the metrics and goals set for the department
Work during expanded/non-traditional hours to serve patients and teammates (in different time zones)
Comply with all HIPAA regulations regarding patient information to assure confidentiality of patient health information (PHI)
Ability & willingness to learn about Kidney Disease and related topics
Excellent customer relationship and inter-company network building skills
First-class Red Carpet customer-centered skills
Ability to empathize with all customers under stressful circumstances and yet remain operationally effective and focused on business goal
Organized, ability to multi-task with excellent time management and prioritization skills
Attention to accuracy of details and relentless follow-through with a curious and investigative inclination
Ability to proactively add knowledge gained to the CRM databases to improve processes and help rene procedures
Ability/willingness to work overtime
Ability to understand and follow DGS and employment policies and procedures
Adherence to achieving the metrics and goals that are set for the department and receptivity to constructive feedback and development
Consistent, regular, punctual attendance as scheduled is an essential responsibility of this position
Liaises with teammates at other locations to provide customer service excellence
Perform other duties as assigned
Able and willing to work overtime as required
Understand and Follow DGS and processes.
Understand and follow DGS and teammate policies and procedures
MINIMUM QUALIFICATIONS
(Education, licenses, certifications, and experience required to fulfill the essential duties, include computer skills as required):
High School diploma or equivalent required
Minimum of 6 months related experience required
Data entry speed of 25-40 keystrokes per minute required
Basic computer skills and proficiency in Microsoft Excel and Access
Intermediate computer skills and proficiency in Microsoft Word and Outlook
ESSENTIAL BEHAVIORS, SKILLS, AND ATTITUDES REQUIRED FOR SUCCESS IN THIS POSITION:
Commitment to values of Service Excellence, Integrity, Team, Continuous Improvement, Accountability,
Fulfillment and Fun with ability to demonstrate those positively and proactively to patients, co-workers, management, physicians, and/or vendors in every day performance and interactions
Ability and willingness to learn required programs
Organized multi-tasker with excellent time management and prioritization skills
Ability and desire to provide excellent customer service and build rapport with clients and teammates associated with the program
Excellent customer relationship and inter-company network building skills
Superb customer-centered communication including professional, courteous, prompt phone, e-mail, scheduling and fax responses.
Ability to empathize with patients, patient s family members, care-givers, customers, and teammates under stressful circumstances and remain focused on business goal
Attention to accuracy of details and relentless follow-through
Ability to proactively use knowledge gained to improve processes and help renew procedures
Receptive to constructive feedback and development
Respond professionally, promptly, and courteously to inbound calls, e-mails and faxed referrals and/or requests for treatment options
Request placement and/or respond to inquiries regarding treatment options via outbound calls, email, and/or other designated contacts
Place outbound calls to Hospitals to complete placement requests
Willing and able to partner with Field Operations to visit Doctor s offices and Hospitals to build, enhance and/or establish those relationships.
Adhere to performance metrics and quality assurance call standards
Utilize all tools and resources to coordinate and complete the placement of a patient
Maintain data forms e-faxed from the eld and enter in the appropriate database
Under the direction and supervision of the supervisor, develop and enhance processes to ensure effective growth within placements as well as treatment option modalities
Build positive relationships with Hospitals, Discharge planners, Case Managers, & teammates across the Village and provide customer service excellence
Achieve the metrics and goals set for the department
Work during expanded/non-traditional hours to serve patients and teammates (in different time zones)
Comply with all HIPAA regulations regarding patient information to assure confidentiality of patient health information (PHI)
Ability & willingness to learn about Kidney Disease and related topics
Excellent customer relationship and inter-company network building skills
First-class Red Carpet customer-centered skills
Ability to empathize with all customers under stressful circumstances and yet remain operationally effective and focused on business goal
Organized, ability to multi-task with excellent time management and prioritization skills
Attention to accuracy of details and relentless follow-through with a curious and investigative inclination
Ability to proactively add knowledge gained to the CRM databases to improve processes and help rene procedures
Ability/willingness to work overtime
Ability to understand and follow DGS and employment policies and procedures
Adherence to achieving the metrics and goals that are set for the department and receptivity to constructive feedback and development
Consistent, regular, punctual attendance as scheduled is an essential responsibility of this position
Liaises with teammates at other locations to provide customer service excellence
Perform other duties as assigned
Able and willing to work overtime as required
Understand and Follow DGS and processes.
Understand and follow DGS and teammate policies and procedures
MINIMUM QUALIFICATIONS
(Education, licenses, certifications, and experience required to fulfill the essential duties, include computer skills as required):
High School diploma or equivalent required
Minimum of 6 months related experience required
Data entry speed of 25-40 keystrokes per minute required
Basic computer skills and proficiency in Microsoft Excel and Access
Intermediate computer skills and proficiency in Microsoft Word and Outlook
ESSENTIAL BEHAVIORS, SKILLS, AND ATTITUDES REQUIRED FOR SUCCESS IN THIS POSITION:
Commitment to values of Service Excellence, Integrity, Team, Continuous Improvement, Accountability,
Fulfillment and Fun with ability to demonstrate those positively and proactively to patients, co-workers, management, physicians, and/or vendors in every day performance and interactions
Ability and willingness to learn required programs
Organized multi-tasker with excellent time management and prioritization skills
Ability and desire to provide excellent customer service and build rapport with clients and teammates associated with the program
Excellent customer relationship and inter-company network building skills
Superb customer-centered communication including professional, courteous, prompt phone, e-mail, scheduling and fax responses.
Ability to empathize with patients, patient s family members, care-givers, customers, and teammates under stressful circumstances and remain focused on business goal
Attention to accuracy of details and relentless follow-through
Ability to proactively use knowledge gained to improve processes and help renew procedures
Receptive to constructive feedback and development