Customer Contract Coord

Location: Bala Cynwyd, Pennsylvania
Posted On: 5/2/2017
Job Code: Customer Contr. Coor
Job Description
Position responsibilities:
• Manage and accurately process new prescription orders in accordance with service level expectations. Processing includes data review and completing a call to the patient as a means to create their awareness, educate on the product / service and set expectations for product reconciliation.
• Effectively communicate with active and non-active patients in order to troubleshoot challenges with data transmissions and non-compliance with equipment requirements.
• Identify and respond to customer needs and problems. Initiate actions as needed to ensure customer satisfaction.
• Communicate orally and in writing with the healthcare providers regarding prescription status or to inform on patient non-compliance.
• Accurately and effectively document all calls.
• .Interact effectively with internal team and sales organization to answer inquiries and resolve issues.
• Work effectively from a daily task list to address open action items and prioritized needs during the work shift.
• Understands and adheres to department standard operating procedures and maintains a high degree of product knowledge.
• Attend and support team meetings, conference calls, training programs and other business requirements as it applies to Client's Monitoring
• Participate in process improvement initiatives as requested.
• Effectively manage priorities to facilitate business goals in areas of customer satisfaction and achievement of customer support expectations.

Education required:
High School Diploma or GED

Years of Experience
• A minimum of 2 years’ experience in a Customer support function with demonstrated ability to address customer questions and concerns.
• At least 1 year experience in a high volume call center addressing inbound / outbound customer calls.

Specialized Knowledge Required
• Demonstrated excellent written and oral communication skills. Able to speak clearly, professionally and grammatically correct.
• Strong proficiency with MS applications and computer data entry.
• Demonstrated independent working skills, completes tasks without appreciable direction.
• Ability to multi-task in a highly dynamic and fast paced situation.
• Ability to maintain a calm demeanor, listen empathetically, and work to resolve customer issues, even when dealing with difficult customer interactions
• Experience documenting calls by typing on a keyboard while speaking with a customer
• Ability to work flexible hours and varying daytime and evening shifts, including weekends. May include overtime as business needs dictate.
• Demonstrated ability to communicate effectively with customers/business partners to answer questions and resolve issues according to department protocols and requirements

Desired/Preferred Qualifications (optional)
• Bachelor’s degree
• At least one (1) year experience in the medical field or in medical benefits administration field providing customer service to patients.
• 3+ year of business, sales, and/or customer service related experience
• Knowledge of the medical device business or healthcare environment
• Understand HIPAA, privacy laws, Medicare policies and insurance guidelines.
Category:Non-IT  code:new
Job Requirements
Compliance, Management, Training

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Contact Details
Chirag Sharma
E-mail Address