Rep II Customer Service Ops Inbound And Outbound

Position Summary

The role is responsible for initial and on-going communication with patients, providers, and internal departments to assure the accuracy and efficiency of a customer’s initial order of supplies. The specialist will work within the scope of responsibilities as dictated below with guidance and support from our

New Patient Services leadership team.

Essential Functions

 Serves New Care patients over the phone with initial order of diabetes testing supplies and related products.

 Manages and maintains moderate call volume per day, combined inbound and outbound calls.

 Provides excellent customer service while obtaining patient demographics.

 Determines patients’ needs and offers products and services as applicable.

 Ensures accurate and appropriate protocol is followed with each call (e.g. following script, obtaining patient

demographics and insurance information).

 Demonstrates confidence and clarity with each call, to close sales and maximize upsells. Meets daily and weekly performance goals.

 Works closely with other departments and physician support teams to confirm patient orders are eligible for shipment.

 Complies with HIPAA rules, appropriately safeguarding PHI or other private & confidential information.

 Maintains accurate and detailed notes in the company system.

 Adapts quickly to frequent process changes and improvements.

 Is reliable, engaged, and provides feedback to improve processes and policies.

 Attends all department, team, and weekly company meetings as required.

 Appropriately routes incoming calls when necessary.

 Meets patient service quality standards.

 Embraces and exemplifies ADS core values: Invites Curiosity, Builds Partnerships, Inspires Commitment, Develops Self and Others

Qualifications

• With 2 years of work experience and must have 1 year of voice experience
• 2 years of college experience (UG2)
  
  

• Applies acquired job skills and company policies and procedures to complete standard tasks
• Works on routine assignments that require basic problem resolution
• Refers to policies and past practices for guidance
• Receives general direction on standard work; receives detailed instruction on new assignments
• Consults with supervisor or senior peers on complex and unusual problems