Description:

Representative I, VAD Customer Service are a direct connection between our customers, patients, and company. Agents play a critical role in developing relationships, providing support, and facilitating a best-in-class customer service experience during all customer interactions internal and external.

Principle Responsibilities
The following reflects management’s definition of essential functions for this job but does not restrict the tasks that may be assigned. Management may assign or reassign duties and responsibilities to this job at any time due to reasonable accommodation or other reasons.

Receive inbound calls from customers for supply orders or customer support
Responsible for sustaining call center expectations
Maintain patient records and verifies account accuracy
Responsible for maintaining patient reorder compliance cases
Responsible for achieving and maintaining department KPIs
Completes cases and activities per department standards
Maintains patient records and verifies account accuracy
Actively participates in and attends department meetings
Communicates prescription revision request to clinic support teams
Contacts referrals to complete new patient welcome calls
Coordinates customer returns
Follows all regulatory policies, procedures, privacy, and security standards in accordance with government agencies including all HIPAA requirements

Required Qualifications
High School diploma or equivalent
Minimum of one year of Customer Service experience
Communicate clearly and concisely, both in writing and verbally with others in a professional manner
Strong computer skills, proficiency navigating multiple websites and platforms
Knowledge of apple and android devices
Proficient with Microsoft office programs; Outlook, PowerPoint, and Excel
Ability to use thinking and reasoning skills to solve problems as well as work with other teams within the VAD department to successfully accomplish daily tasks
Preferred Qualifications
2-3 years working in a call center environment
Associate degree or equivalent work history
Spanish Speaking Preferred
Some data processing experience preferred
Capability of typing 40 wpm

Physical Requirements/ Competencies
Must be able to work at a computer workstation for extended periods of time
Excellent interpersonal and phone etiquette skills
Detail & Team Oriented
Professional communication Skills
Time Management Skills

Top 3 skills:

Time management, professional communication with good phone etiquette, detail, and team oriented

Notes:
Days/Hours: Mon – Friday 8:30am to 5:30pm