Customer Care Specialist

About us

HCPro, LLC. is a leading provider of integrated information, education, training, and consulting products and services in the vital areas of healthcare regulation and compliance. We help healthcare organizations drive consistency and maximize efficiencies across the revenue cycle, resulting in measurable clinical, quality, and financial improvements.

We are a multidisciplinary tech-enabled business education company. Our goal is to drive revenue cycle efficiency through education.

• Delivering Information in Meaningful Ways

We combine intuitive technology and targeted subject matter expertise to empower people to exceed their professional goals.

• Driving Improvement from Within

We partner with healthcare providers to create a culture that values education and prioritizes compliance, quality care, and revenue cycle success.

• Aligning People, Process, and Policy

We understand the intricate nuances of both acute and post-acute healthcare settings so we can help streamline efficiencies and support the implementation of complex compliance initiatives.

Diversity and equal opportunity

HCPro is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to gender, gender identity, race, color, religious creed, national origin, age, sexual orientation, physical or mental health disability, or protected veteran status.

We understand the intricate nuances of both acute and post-acute healthcare settings so we can help streamline efficiencies and support the implementation of complex.

What does this role do at HCPro?

As a Customer Care Specialist, you play a crucial role in building and maintaining strong relationships with both new and existing customers.

Your primary responsibilities include providing exceptional customer service and effectively supporting/selling our products and services. You will serve as the voice of our company, addressing inquiries, and resolving issues that our customers encounter. You will also understand many operational processes and how our job impacts the entire organization.

What are some of the responsibilities?

70% - Customer support: Handle a volume of incoming call queue, incoming emails, voicemails, return calls, and returned mail.

• Demonstrate patience, positivity, and empathy in all customer and colleague interactions. Strive to exceed customer expectations and ensure their satisfaction in every situation.
• Display professionalism and courtesy when communicating with customers and colleagues, fostering a positive and respectful work environment.
• Research and resolve customer issues promptly to ensure retention and satisfaction.
• Accurately update customer records with relevant information after each interaction. Document customer correspondence on their account/order record for future reference.
• Research and respond to customer inquiries and problems (phone, voicemail, email) in a timely manner, adhering to predefined goals for response times.
• Utilize probing questions to fully understand customer situations and provide appropriate assistance. Seek support from leadership and team members when necessary to address complex issues.
• Navigate multiple tools, browser tabs, and systems to find correct answers and provide accurate information to customers.
• Remain logged into the call queue at all times unless directed otherwise by leadership. Ensure readiness to assist customers as needed.
• Demonstrate the ability to receive information effectively and restate it clearly to others to ensure accurate communication with customers.

30% - Maintain knowledge: Understanding changes and information about the company, products, services, and systems.

• Maintain a thorough understanding of our company's products and services.
• Stay abreast of developments in the healthcare industry to effectively adapt to changes.
• Be prepared to flex with changes in the healthcare environment and company/product/process changes. Stay agile and adaptable to ensure continued support for our customers.
• Understanding product code structure to be able to read customer order details faster.
• The tools provided for completing tasks may be complex. Devoting time and effort to understand the systems and your preferred layout for navigation is provided. It is the key to success.
• Identify opportunities to cross-sell related products to customers as they inquire about our offerings. Utilize your knowledge of our product suite to effectively promote additional solutions that meet customer needs.
• Proactively identify opportunities to help the business grow by recognizing customer needs and suggesting relevant products or services. Collaborate with the sales and marketing teams to capitalize on growth opportunities.
• Confidently communicate with other departments and leaders to seek guidance on topics and products as needed. Foster strong interdepartmental relationships to ensure seamless support for customers.
• Provide feedback about products to relevant departments and make internal suggestions for tools or process changes to improve efficiency and customer experience. Relay valuable insights to management to help enhance the customer experience. Participate in meetings as needed.
• Develop a general understanding of publishing, circulation management, and fulfillment functions to better assist customers and de-escalate calls. Utilize this knowledge to find correct information and make informed judgments that benefit both the company and the customer.
• Remain open to receiving feedback on performance and actively seek opportunities to improve skills and processes.
• Here are examples of additional duties that employees might be asked to perform: Outgoing light collection calls/emails or special projects when call volume is low
• Additional duties as assigned.

What are the knowledge and skills requirements?

• 3-5 years customer service experience
• High School diploma
• Proficient in Excel, Adobe PDF, and Office products.
• Business to Business and Business to Customer service experience preferred.
• Corporate work setting experience preferred.
• Excellent written and verbal communication skills with good telephone demeanor. White glove service expectations.
• Strong problem-solving skills. The ability to exercise sound judgment and make decisions based on accurate and timely analysis.
• Goal and team oriented.
• Accountable to stay on track of duties, follow ups, and workflow in a remote environment.
• Self-motivated and holds oneself accountable for results, goals, and professional development offerings.
• Great time management skills to work efficiently with quality performance in a fast-paced environment.
• Understands basic billing/accounting functions (transfers, refunds, billing research).
• Ability to identify sales opportunities.
• Adjusts well to change.
• Technologically savvy; PC navigation (creating bookmarks, shortcuts, managing multiple logins and many browser tabs). Ability to articulate navigational and basic technical information to users.

Working Conditions and Physical Requirements

While performing the duties of this job, the employee regularly works in an office or home office environment with light noise. Work should not have frequent interruptions. The employee will spend the majority of the workday sitting, computing, and talking/hearing.