Key Responsibilities:
- Handle inbound calls in a call center environment, addressing a wide range of customer inquiries related to operations.
- Respond to calls with urgency, escalating issues per call center protocols when necessary; time-sensitive cases such as emergency orders and credit holds must be addressed promptly due to potential impact on patient care.
- Conduct thorough research to resolve concerns, including order status, invoice inquiries, and other operational issues.
- Review customer statements and provide detailed explanations for any discrepancies identified.
- Monitor service tickets and recorded phone conversations to ensure quality standards are met, escalating concerns to management for review and potential process improvements.
- Identify recurring concerns from customer interactions and recommend process improvements to enhance efficiency and service quality.
Qualifications (Required):
- Bachelor’s degree in Business Administration, Finance, or Healthcare.
- Minimum of 1 year of experience in customer service or a call center environment.
Preferred Qualifications:
- Experience working in healthcare, shared services, or BPO environments.
Technical Skills:
- Proficiency in Microsoft Excel
- Database analysis
- Vendor statement comparison and reconciliation
- Familiarity with call center systems (e.g., Cisco phone system)
Core Competencies:
- Strong attention to detail
- Excellent customer service skills
- Adaptability and flexibility in a fast-paced environment
- Quick learner with the ability to multitask effectively
- Strong verbal and written communication skills
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