Regional Manager overseeing Hearing Care Coordinators at AudioNova, ensuring exceptional patient care and service across Central New York. Leading team training, operations, and performance management.
About the role
- Care Specialist managing high-volume inbound calls in the home care industry. Supporting patients and caregivers with exceptional customer service and process management.
Responsibilities
- Manage a high-volume inbound/outbound Service Center Calls dealing with Human Resources related inquiries (time-off, payroll, timekeeping, employee health) and process patient and health plan care requests
- Follow up with patients, caregivers, and health plans for time sensitive inquiries and escalations
- Maintain exceptional customer service for all callers, as indicated by call reviews and after call surveys
- Input accurate data entry of sensitive information
- Conduct status reviews, over the phone, and record reviews, to ensure service delivery of caregivers and compliance
- Screen patients and caregivers for additional programs and benefits to enhance their lives
- Maintain reliable work schedules
- Display empathy, actively listening, and clearly communicate with callers to ensure their needs are addressed and to foster a positive experience and relationship
- Address all questions or complaints, and provide an accurate and efficient response time of resolution; consistently meet internal service level agreements and goals in a timely manner
- Follow up and engage with patients and caregivers via phone calls, SMS, and emails, in a professional manner
- Serve as a key point-of-contact for enrolled caregivers such as for pay discrepancies, timesheet errors, direct deposit change, schedule change of caregivers, and more
- De-escalate situations involving dissatisfied customers, offering patient assistance and support; escalate unresolved patient and caregiver issues to the appropriate teams to ensure a quick turnaround time and resolution
- Adhere to a revolving monthly client service and compliance standard
- Effectively input and update the case file and account data within CRMs
- Manage call dashboards and reporting to assist in managing assignments
Requirements
- Must be able to commute into Las Vegas, NV office 3 times a week (Mondays, Tuesdays and a third day) as this is a hybrid role
- Previous experience in a Customer Service environment
- At least 1 year of experience in high-volume inbound call center or contact center environment
- Experience with CRMs or Workforce Technology – Salesforce, Medflyt, and Verint
- A passion for providing a high level of customer service, including the ability to show empathy, active listening and patience
- Ability to organize, set priorities and manage time effectively
- Strong verbal and written communication skills, demonstrating active listening and adaptability to different personality types
- Ability to resolve issues over the telephone with eager customers, comfortably, defusing and de-escalating frustrated callers successfully
- Attention to detail in reviewing records
- Ability to meet and/or exceed targets/metrics
- Computer proficiency required; strong typing skills and ability to leverage technology and resolve customer issues efficiently while notetaking/multitasking
Benefits
- Competitive compensation
- Medical benefits
- Retirement plans
- Wellness programs
- Ongoing learning opportunities
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