Customer Support Specialist - Marketing-Consumer Info Services - Remote - Day Shift - Full Time

Hours :

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Weekend Requirements:

On-Call Required:

Hourly Pay Range (Minimum - Midpoint - Maximum):

The stated pay scale reflects the range that Sharp reasonably expects to pay for this position. The actual pay rate and pay grade for this position will be dependent on a variety of factors, including an applicant’s years of experience, unique skills and abilities, education, alignment with similar internal candidates, marketplace factors, other requirements for the position, and employer business practices.

What You Will Do
Often the first contact between prospective patients and Sharp, this position role models how to provide The Sharp Experience by providing a warm and welcoming experience to all callers. Provides exemplary customer service to callers and customers in all communications. Manages general information and service inquiry inbound calls, emails and chat, from the community and Sharp HealthCare staff.

• H.S. Diploma or Equivalent
• 2 Years Experience serving customers in a service-oriented environment, preferably in a call center, laboratory or medical office
• 2 Years Previous experience with handling between 80-100 calls a day and respond in a fast-paced environment
• Less Than 1 Year Experience with handling money transactions, using a windows-based program for data entry, and using MS Word for business documents

Preferred Qualifications

• Less Than 1 Year Experience monitoring social media channels and using social media tools

Essential Functions

• Documentation
  Documents all calls appropriately.
  Demonstrates exceptional judgement in managing complaints and facilitating service recovery.
  Codes calls appropriately, including Campaign Code, How Heard field, and others as needed for the call and campaign type.
  Obtains correct demographic information, asking for birth date as patient identifier, thus ensuring patient confidentiality.
  Verifies database information on repeat callers, updates demographical information for these callers as necessary.
  Display sensitivity to callers who prefer to remain anonymous.
  Escalates egregious customer complaints to management.
  Reiterates important demographic or class information when necessary.
  Processes credit cards responsibly and correctly.
  Performs self-checks for data entry as well as rosters and letters.
  Under direction of supervisor or manager, completes required calls to enrollees regarding cancellations and room changes in an accurate and timely manner. Documents these calls correctly.
  Manages inbound calls, emails, chats, and social media interactions from the community and Sharp HealthCare staff, assisting with general information, service inquiries, physician referrals, class and event registrations, MyChart portal support and troubleshooting, and program support. Supports laboratory outreach operations by scheduling and canceling appointments, faxing lab results, researching lab order status, providing lab hours and locations, processing physician add-on requests, and assisting with special projects as assigned. Monitors and responds to social media comments in accordance with approved protocols and brand voice guidelines, ensuring customer feedback is routed appropriately, and trends are reported through Voice of the Customer reporting.
  Additionally, supports pharmacy services in compliance with applicable regulations and organizational policies, including assisting with prescription access, medication refill coordination, customer service for pharmacy-related inquiries, and coordination with pharmacists and healthcare teams to support efficient pharmacy operations and patient care.
• Customer Service
  Uses standard Sharp opening for all calls 'Thank you for calling Sharp HealthCare.'
  Consistently represents Sharp HealthCare to potential and current patients in a professional and courteous manner.
  Takes customers where they are going, using the transfer feature and announcing the call when possible on transfer calls.
  Apologizes for the wait if applicable, or apologizes if the caller has been transferred numerous times.
  Utilizes department standard communication techniques including, utilizing scripting to enhance customer experience, controlling the conversation, using a friendly and helpful tone, avoiding long silences, ending the conversation with 'Is there anything else I can do for you? I have the time' and 'Thank you for calling Sharp HealthCare,' avoiding 'Bye' or 'Bye Bye'.
• Policies and Procedures
  Adheres to call flow process.
  Achieves call coaching scores as defined by management annually.
  Achieves phone production scores as defined by management annually.
  Meets service standards as identified and published by management.
  Maintains exceptional knowledgeable about Sharp HealthCare services, labs, Sharp App, programs, classes, and general insurance information and resources for phone numbers and/or internal contacts.
  Seeks and maintains knowledgeable about Sharp HealthCare marketing initiatives.
  Supports pharmacy services in compliance with applicable regulations and organizational policies, including assisting with prescription access, medication refill coordination, customer service for pharmacy-related inquiries, and coordination with pharmacists and healthcare teams to support efficient pharmacy operations and patient care.
• Teamwork and Departmental/Interdepartmental Interactions
  Takes equal share of incoming calls according to ACD agent distribution reports.
  Responds to equal share of social media posts (if applicable).
  Identifies potential problem areas in database and brings it to the attention of department leadership. When appropriate, demonstrates initiative and creativity by offering operational suggestions to manager.
  Completes off-phone tasks in a timely manner (i.e., rosters run daily, faxing lab appointments, letters generated and mailed daily). Shares assigned tasks to assist with completion.
  Provides cross-selling opportunities for other services, classes, or physician referral.
• Communication
  Demonstrates excellent written communication skills in English providing The Sharp Experience.
  Communicates well verbally, using Standard English grammar, avoiding slang and speaking clearly to patients.
  Demonstrates patience with customers who have difficulty hearing or grasping the information provided over the phone. Offers step by step instructions to callers, enhancing their ability to write down important information.
  Avoids use of the hold button when possible. Thanks the patient for waiting when necessary.
  Performs proactive service recovery, adhering to departmental service recovery protocols, identifying problem areas and escalating the call to department leadership when necessary.
  Interacts with professional courtesy to program manager staff, entity liaisons, physicians office staff and laboratory staff, both verbally and in writing. Responds to email from program managers in the same business day.
  Reads departmental email communication on days worked to become familiar with class updates, changes, and new procedures. Makes notes when necessary.
  Responds to social media comments and feedback according to approved social media protocols, using brand voice/tone guidelines (if applicable).

Sharp HealthCare is an equal opportunity/affirmative action employer. All qualified applicants will receive consideration for employment without regard to race, religion, color, national origin, gender, gender identity, sexual orientation, age, status as a protected veteran, among other things, or status as a qualified individual with disability or any other protected class