Client Service Specialist
2 weeks ago
Manages and processes shared email inboxes, data entry and reporting, answering incoming phone calls, basic equipment troubleshooting, and participates with other team members to accomplish tasks and meet deadlines.
Responsibilities:
- Answer incoming calls via Five9 phone system; resolve issues, or transfer as needed
- Respond timely to service verification requests
- Process emergency incident reports
- Process new referrals and service requests: enter client data into Salesforce, facilitate communication between field technician and client/family/nurse/caregivers
- Communicate directly with referral sources (information updates, thank you for referrals, etc.)
- Assist to close work orders upon completion by field installers: upload paperwork into CRM software (Salesforce), update monitoring centers, verify equipment serial numbers, send status update to referral source if required, notify referral source of rate(s)/service(s), and make initial payment arrangements.
- Communicate with billing department regarding any account changes, new accounts, and account removals.
- Understand and follow HIPAA guidelines for all communications
- Process messages in shared inboxes from referral sources, clients, and vendors
- Assist to maintain contact databases
- Exemplify American Medical Alert’s mission of client-centered services designed to support people living independently.
- Other duties as assigned
- 1 year or more customer service experience
- College degree or equivalent work experience
- Exceptional written and verbal communication skills
- Exceptional organizational and time management / prioritization skills
- Advanced / creative problem solving
- Passion to provide exemplary customer service and work in a team environment
- High level of experience using windows based PCs, Microsoft office applications, email, and web-based tools and portals.
- Demonstrated attention to detail
- Excellent High Speed internet connection for remote work
Full-time, non-exempt, benefited position
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