Job Description
Job Summary
Responsible for a high volume of inbound and outbound calls with customers, physician offices, patients or third party providers about the company’s products or services following standard SOPs and procedures, working under direct supervision.
Ensures all contacts receive efficient and courteous service. Duties may vary based on assigned department.
Job Responsibilities
Resolves routine, general questions and problems submitted by customers, physician offices, patients and third party vendors via different sources with limited variety following established guidelines and standard SOPs and procedures.
Utilizes all available information to choose the best solution and resolve customer concerns. Directs complex questions and problems to more senior staff level.
Uses a computer application to log and track inquiries, as well as, to check the status of items that require follow-up or involvement of other parties.
Documents contact interactions, records details, complaints, comments and actions taken.
- Coordinates with other functional areas as necessary. Refers unresolved escalated issues as designated by the departments for further investigation.
- Contacts customers, physician's office, patient or third party vendor to respond to inquiries or to notify them of investigation results and planned adjustments.
- Handles inquiries for one or more lines of business.
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