Client Experience Representative

Overview:

The role of the Client Experience Representative is to be the first point of contact with incoming potential patients/clients. You must provide exceptional customer service and guidance to the parents of newly diagnosed patients, helping put the family at ease and walking them through the process from the initial call to start of care. Additionally, you will actively communicate with referral partners to maintain our great relationships and develop new ones.

Responsibilities:

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Initiate and maintain strategic relationships with pediatric healthcare professionals & referral partners
• Proactively engage in direct outreach via phone, email & fax with an assigned territory of leads and partners in line with the organizations outreach goals
• Understand and implement our mission to provide excellent customer service to every family that contacts InBloom
• Gather critical information and decide whether InBloom is the best fit for their needs. Manage a pipeline of incoming leads via phone calls, website inquiries, and direct referrals from referral partners.
• Review, understand, and process medical documents for new clients efficiently and in accordance with protocols.
• Obtain important information from new clients by asking them to complete surveys or interviews courteously and professionally.
• Obtain important information from new clients by asking them to complete surveys or interviews courteously and professionally.
• Ensure that all admission forms are properly signed and filed.
• Communicate with other team members constructively in order to reduce conflict and enhance the resolution of issues.
• Respect client or patient dignity and confidentiality in accordance with HIPAA.
• Understand and communicate insurance benefits and eligibility to prospective clients.
• Document all communications with clients and referral partners via our CRM system both accurately and consistently, including updating account and contact information.
• Performs other related duties as assigned.

Qualifications:

• At least one year of sales, intake, or client services experience required
• Ability to make sufficient outgoing phone calls, emails & faxes to meet or exceed quotas on a weekly / monthly basis
• Displays the ability to communicate with others effectively, listen closely, and convey points clearly.
• Shows proficiency with computer programs which may include Google Drive, Salesforce and others.
• Shows the ability to calm frustrated clients quickly and make decisions based on anticipated outcomes.
• Possesses the ability to adjust to constantly changing workloads, courteously and professionally.
• The emotional intelligence to self-regulate and strive for continued personal and professional growth
• Must be a self-starter that thrives in, and prefers a fast-paced environment
• The ability to see the big picture and make decisions towards the betterment of the organization. Forward-thinking and thoughtful.
• The ability to adhere to company policies and hold others accountable to them as well.
• A focus on honesty and personal integrity.
• A desire to be collaborative.
• Experience in healthcare preferred

Work environment

• Noise Level is moderate to loud

Physical demands

• Prolonged periods of sitting at a desk and working on a computer.
• Must be able to lift 15 pounds at times.

Travel required

• None

Affirmative Action/EEO statement

InBloom Autism Services provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.

This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.