Customer Experience Advocate

Job Description

Job Description

Job Summary:
We are seeking a dedicated Customer Experience Advocate
for our inbound call team. The ideal candidate should possess a genuine 
passion for assisting patients and healthcare providers, outstanding 
communication abilities and a commitment to delivering exceptional 
customer service. This role requires a solution-oriented approach to 
managing incoming calls, addressing customer inquiries, resolving issues, 
and ensuring overall customer satisfaction.

Pay: $23.50/hr

* This position is remote, but must live within the Horsham area

Key Responsibilities:
• Answer inbound calls promptly and professionally while striving for 
one-call resolution
• Serve as the primary point of contact for inquiries and escalations 
from in-bound calls 
• Support patients, healthcare provider offices and field teams with 
information collection, benefit verification savings program access, 
specialty pharmacy triage, and shipment set up.
• 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 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.

Required Qualifications:
• High school diploma or equivalent
• Minimum of 2 years’ experience in 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 at one time
• Proficient in using customer service software, databases, and tools.
• Ability to work in a fast-paced environment and handle stress 
effectively.
• Ability to work shift between 8am – 8pm EST.
Preferred Qualifications:
• Experience reading a phone script

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. Click here for more information on benefits and perks that may be available to you as a member of the Kelly Talent Community.

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About Kelly

Work changes everything. And at Kelly, we’re obsessed with where it can take you. To us, it’s about more than simply accepting your next job opportunity. It’s the fuel that powers every next step of your life. It’s the ripple effect that changes and improves everything for your family, your community, and the world. Which is why, here at Kelly, we are dedicated to providing you with limitless opportunities to enrich your life-just ask the 300,000 people we employ each year.

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.