Customer Experience Coordinator

PatientPoint

Join PatientPoint to be part of a dynamic team creating change in and around the doctor's office. As a leading digital health company, we innovate to positively impact patient behaviors. Our purpose-driven approach offers an inspirational career opportunity where you can contribute to improving health outcomes for millions of patients nationwide.

Job Summary

The primary responsibility of the Customer Experience Coordinator is to drive closer relationships with our customers (physician practices, hospitals, and health systems). This key role will interact directly with our Provider Partners to ensure an excellent customer experience. The position will use their expertise of company products, services, and support resources to assist customers with inquiries, requests, or issues. You will represent the voice of the customer by understanding their needs and expectations.

What You Will Do

* Build relationships and engage practices to drive loyalty and identify opportunities to grow the business within the account.

* Daily inbound/outbound customer interaction by phone/email

* Role will be a hybrid of remote work from home and in the Tampa office

* Be the product expert and drive product utilization by keeping the customer informed of product benefits and features.

* Set and maintain realistic and attainable customer expectations

* Ensure that service level standards are maintained and adhered to, based on the type of service/activity

* Support internal platforms and customer relationship management tools for the best customer outcome

* Schedules and coordinates the flow of work between departments to maximize productivity and customer satisfaction

* Maintain expert knowledge of PatientPoint products and services

* Presents features, benefits of current products, and works collaboratively with cross-functional teams focused on meeting customer needs

* Maintain professional demeanor and continuously represent PatientPoint Brand in a positive manner

What We Need

* Associate degree or combination of education and experience

* At least 2 years' experience working in a customer service role

Desired Qualifications

* Proven track record of successfully resolving customer issues and increasing customer satisfaction

* Functional experience with Microsoft Word, Excel and Outlook

* Excellent phone and email presence and etiquette

What You Will Need to Succeed

* Knowledge and expertise in or the ability to rapidly learn the Company's products and services

* Problem solving and independent judgment skills with ability to acknowledge when issues should be escalated

* Excellent attention to detail with the ability to retain the knowledge of product, procedures, and customers

* Must be able to multi-task and work effectively in a fast-paced and constantly changing team environment.

* Ability to switch rapidly between tasks with no loss in efficiency and effectiveness.

* Ability to remain calm in stressful situations and flexible in changing work environments

* Ability to display strong organization and prioritization skills by planning work efforts to maximize efficiencies and productivity

About PatientPoint:

PatientPoint is the Point of Change company, transforming the healthcare experience through the strategic delivery of?behavior-changing content at critical moments of care. As the nation's largest and most impactful digital network in 30,000 physician offices, we connect patients, providers and health?brands with relevant information that is proven to drive?healthier decisions and better outcomes. Learn more at?patientpoint.com.