Call Center Representative

• Process clients’ first notice of loss claim reports received through Zurich’s phone & non-phone reporting options in a timely and accurate manner
• Resolve complex claims inquiries and problems, judging when to pass complex queries on to or involve others to provide an effective service and clear advice to colleagues and customers
• Liaise with internal and external clients to exchange information, clarify facts, and resolve queries and/or problems efficiently
• Provide feedback and recommendations to the team to improve the quality of customer care
• Follow procedures to ensure adherence to the company’s risk and compliance policies

Claims Call Center Representative

• Maintains basic knowledge of surgeries performed at American Vision Partners facilities
• Counsels patients for surgery by providing clear, concise details about what to expect for the surgery
• Able to educate patients on the pre/post-operative instructions and the consents for surgeries
• Reviews all surgery paperwork to ensure we have received back from the patient the necessary signed documents
• Schedules necessary appts, as appropriate by specialty
• Monitors surgery schedules for cancellations/no-shows to ensure patient is contacted to reschedule
• Ensures all patient out of pocket money owed is documented and collected prior to surgery
• Helps to maintain referring provider relationships
• Helps create an exceptional patient experience
• Monitors the voicemail inbox and tasking inbox and responds to the inquiries to ensure patients are followed up with timely
• Answers incoming phone calls from patients concerning their surgery
• Maintains patient confidentiality at all times
• Participates in on-going training and continued education
• Encourages a team-oriented environment
• Performs any, and all additional duties as assigned

Call Center Premium Surgery Counselor

• Responsible for engaging with prospective clients with the goal of setting appointments for the sales team
• Be a subject matter expert and be able to communicate the value of company products and services to help educate prospective clients
• Handle a high volume of inbound/outbound calls and meet performance goals of converting calls to appointments
• Follow the designated sales process for appointment setting including confirming full and accurate client information
• Ensure all activity and information is accurately logged in CRM
• Provide a high level of customer service to ensure each prospective client and potential customer has a positive experience with Bath & Cabinet Experts

Call Center Representative – Outbound Appointment Setter

• Conduct outbound calls to patients that qualify for adherence-based programs, ensuring timely and consistent communication
• Address patient concerns, troubleshoot issues, and provide appropriate resolutions, ensuring patient satisfaction and program success
• Identify clinical support needs and escalate calls to Pharmacists on the team to further discuss concerns
• Use CVS Procedures and guidelines to handle patient prescription requests within HIPAA guidelines
• Utilize computer systems, software, and databases to accurately record patient information and interactions
• Maintain confidentiality and adhere to all relevant patient privacy regulations and company policies during all interactions and data handling processes
• Collaborate with cross-functional teams to identify areas for program improvement
• Identify and communicate issues to senior level staff as appropriate

Tech, RX Call Center

• The Contact Center Representative will provide customer information and patient support program services, including but not limited to inbound and outbound contacts (calling, live chat, email, and internal transfers), AE and PQC reporting, copay card activation, and access support to both Healthcare Providers (HCPs) and patients.
• Manage and respond to inbound and outbound calls/inquiries using a telephony, virtual, and chat platform and make outbound calls to HCPs and patients.
• Successful delivery of product messages and educational materials covering a variety of topics for HCP offices and patients to maximize the patient experience.
• Provide program information for prescribed products as needed and/or required, as well as report adverse events through approved processes to ensure compliance.
• Provide high-touch assistance with Patient Support Program services, offering emotional support and compassion to patients, while refraining from providing medical advice.
• Utilize approved resources and maintain compliance with program standards for calls, chats, or emails.
• Make complete, accurate and timely submission of all timekeeping, details, call activity, expense reports.
• Obtain all KPI’s including calls handled, schedule adherence, quality scores (call and system), training assessments, and certifications.
• Maintain minimum client and FDA Regulated compliance standards as defined by the quality monitoring process.
• Quickly identify what the caller is inquiring about and triage to the appropriate department.
• Complete accurate documentation of all calls, chats and emails.
• Keep current with market knowledge and competitive products.
• Maintain a professional image for client and client products.
• Participate in all required training and sales meetings.
• Any additional duties as assigned by program management.

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Claims Call Center Representative

Call Center Premium Surgery Counselor

Call Center Representative – Outbound Appointment Setter

Tech, RX Call Center

Customer Contact Center Representative