Account Manager

Job Description

Job Description

We are seeking a customer-focused and detail-oriented Customer Service & Patient Enrollment Representative to support inbound and outbound customer communications, patient enrollment, and repeat order processing. This individual will be responsible for assisting customers with product and service offerings, resolving inquiries, maintaining accurate records, and delivering a positive customer experience while meeting departmental performance goals.

Key Responsibilities

• Handle inbound and outbound customer calls, assisting with product inquiries, patient enrollment, repeat orders, and service offerings.
• Identify customer needs, present appropriate products and services, and support sales and enrollment opportunities.
• Process leads received from internal departments and follow up with customers regarding available products and services.
• Make outbound calls in response to customer inquiries, marketing leads, and follow-up requests.
• Research and resolve customer concerns, providing timely and professional communication regarding outcomes.
• Accurately document customer interactions, enrollment information, and order details within PreQ and Direct systems.
• Maintain accurate records while adhering to corporate compliance guidelines and established procedures.
• Meet or exceed departmental quality, productivity, and performance standards.
• Monitor and respond to community voicemail messages, ensuring timely follow-up.
• Build and maintain positive working relationships with customers, team members, and leadership.
• Stay current on company policies, procedures, products, and services through ongoing training.
• Support departmental leadership with projects, administrative tasks, and initiatives to achieve team goals.

• Previous experience in customer service, call center operations, patient services, or a related field preferred.
• Comfortable handling high volumes of inbound and outbound calls.
• Strong verbal and written communication skills with a professional, customer-focused approach.
• Ability to identify customer needs and confidently present products or services.
• Strong problem-solving skills and attention to detail.
• Proficiency with computer systems, data entry, and customer relationship management software.
• Ability to multitask, prioritize responsibilities, and meet productivity goals.
• Experience with patient enrollment, order processing, or healthcare-related customer service is a plus.
• Ability to work independently and collaboratively in a fast-paced environment.
• Dependable, adaptable, and committed to maintaining confidentiality and compliance standards.