Customer Care Specialist

4 weeks ago


San Francisco, California, United States AdaptHealth LLC Full time

pstrongJob Summary:/strong/ppWe are seeking a highly skilled Customer Care Expert to join our team at AdaptHealth LLC. As a Customer Care Expert, you will be responsible for evaluating the performance of our Intake and Customer Service departments in their interactions with new and existing customers./ppstrongKey Responsibilities:/strong/pulliDevelop and maintain working knowledge of current products and services offered by AdaptHealth/liliAnswer all calls and emails in a timely manner, in adherence to our goals/liliDocument all call information according to standard operating procedures/liliAssist with escalated calls/issues and answer customer questions regarding products or services/liliAssist with the Quality Assurance of the Contact Center, including call evaluations, phone etiquette training, order processing, and customer issue troubleshooting guidelines/liliAssist with development and implementation of best practices with leaders in parallel departments to benefit efficiency/liliTroubleshoot emergency issues/concerns pertaining to patient orders and/or accounts/liliAssist in troubleshooting or managing problem calls from patients, medical offices, or insurance offices/liliReceive and follow up on feedback regarding Representative performance and areas of opportunity for improvement for the Representative/liliCreate quality scorecards to track quality performance levels/liliMonitor calls to ensure sales and service scripting is followed/liliQuality check product knowledge, policies, and procedures/liliCoordinate with management on the calibration of sales and service processes in the call center environment/liliCreate quality reports for supervisors and management on individual agents to suggest actions for improvement/liliMeet with Supervisors on action plans/liliBuild reporting on call center trends, scoring, and respond to ad hoc reporting requests/liliUnderstand and follow all Medicare, Medicaid, HIPAA, and Private Insurance regulations and requirements/liliProvide employees with guidance in handling difficult or complex problems, as well as resolving escalated complaints or disputes/liliResolve customer service or billing complaints by performing activities, such as exchanging merchandise, refunding money, or adjusting bills/liliDisplay a high level of adaptability, flexibility to change, and attention to detail/liliInstill urgency in others so deadlines, Service Levels, and KPIs are met/liliRecommend improvements in service and/or procedures/liliActively participate in Continuous Quality Improvement/li/ulpstrongRequirements:/strong/pulliHigh School Diploma or equivalent/liliTwo (2) years' work-related experience in healthcare administrative, financial, or insurance customer services, claims, billing, call center, or management, regardless of industry/liliExact job experience is considered any of the above tasks in a Medicare-certified environment/li/ulpstrongAdaptHealth LLC is an equal opportunity employer and does not unlawfully discriminate against employees or applicants for employment on the basis of an individual's race, color, religion, creed, sex, national origin, age, disability, marital status, veteran status, sexual orientation, gender identity, genetic information, or any other status protected by applicable law./strong/p


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