Customer Experience Advocate

Customer Experience Advocate

Join our dynamic team as a Customer Experience Advocate, where your passion for assisting patients and healthcare providers will shine! We are looking for dedicated individuals in Phoenix, AZ, who are committed to delivering exceptional customer service. In this inbound call role, you will be the voice of our company, addressing customer inquiries, resolving issues, and ensuring overall satisfaction. If you thrive in a solution-oriented environment and enjoy making a difference, we want to hear from you!

Roles and Responsibilities:

• Answer inbound calls promptly and professionally, striving for one-call resolution.
• Serve as the primary point of contact for inquiries and escalations from inbound calls.
• Support patients, healthcare provider offices, and field teams with information collection, benefit verification, savings program access, specialty pharmacy triage, and shipment setup.
• Assist customers with inquiries regarding products and services.
• Resolve customer complaints and provide appropriate solutions.
• Accurately document customer interactions in the database.
• Maintain a thorough understanding of product offerings to effectively assist customers.
• Adhere to company policies and procedures while providing high-quality service.
• Collaborate with team members to enhance the customer experience.
• Meet or exceed performance metrics, including call response time and customer satisfaction scores.
• Provide process feedback and suggest service delivery improvements.
• Ensure customers receive accurate product and service information to make informed decisions.
• Promptly resolve customer complaints and issues, escalating complex problems to management when necessary.

Qualifications & Skills:

• High school diploma or equivalent.
• Minimum of 2 years' experience in a healthcare setting with a focus on a customer service role.
• Excellent communication and interpersonal skills.
• Strong problem-solving skills and ability to think on your feet.
• Ability to work in multiple systems simultaneously.
• Proficient in using customer service software, databases, and tools.
• Ability to work in a fast-paced environment and handle stress effectively.
• Experience reading a phone script is a plus.

As part of our promise to talent, Kelly supports those who work with us through a variety of benefits, perks, and work-related resources. Kelly offers eligible employees voluntary benefit plans including medical, dental, vision, telemedicine, term life, whole life, accident insurance, critical illness, a legal plan, and short-term disability. As a Kelly employee, you will have access to a retirement savings plan, service bonus and holiday pay plans (earn up to eight paid holidays per benefit year), and a transit spending account. In addition, employees are entitled to earn paid sick leave under the applicable state or local plan.

Kelly is committed to providing equal employment opportunities to all qualified employees and applicants regardless of race, color, sex, sexual orientation, gender identity, religion, national origin, disability, veteran status, age, marital status, pregnancy, genetic information, or any other legally protected status, and we take affirmative action to recruit, employ, and advance qualified individuals with disabilities and protected veterans in the workforce. Requests for accommodation related to our application process can be directed to the Kelly Human Resource Knowledge Center. Kelly complies with the requirements of California's state and local Fair Chance laws. A conviction does not automatically bar individuals from employment. Kelly participates in E-Verify and will provide the federal government with your Form I-9 information to confirm that you are authorized to work in the U.S.