Kelly Services is seeking a dedicated Customer Experience Advocate for our inbound call team to support our client within the biopharmaceuticals industry. The ideal candidate should possess a genuine passion for assisting patients and healthcare providers, outstanding communication abilities and a commitment to delivering exceptional customer service. This role requires a solution-oriented approach to managing incoming calls, addressing customer inquiries, resolving issues, and ensuring overall customer satisfaction.
Shift: Able to work shift between 9am-8pm EST
Location: Remote-must live in Phoenix, AZ
Key Responsibilities:
- Answer inbound calls promptly and professionally while striving for one-call resolution
- Serve as the primary point of contact for inquiries and escalations from in-bound calls
- Support patients, healthcare provider offices and field teams with information collection, benefit verification savings program access, specialty pharmacy triage, and shipment set up.
- Assist customers with inquiries regarding products and services.
- Resolve customer complaints and provide appropriate solutions.
- Accurately document customer interactions in the database.
- Maintain a thorough understanding of product offerings to effectively assist customers.
- Adhere to company policies and procedures while providing high-quality service.
- Collaborate with team members to enhance customer experience.
- Meet or exceed performance metrics, including call response time and customer satisfaction scores.
- Provide process feedback and suggest service delivery improvements.
- Ensure customers receive accurate product and service information to make informed decisions.
- Promptly resolve customer complaints and issues, escalating complex problems to management when necessary.
Required Qualifications:
- High school diploma or equivalent
- Minimum of 2 years’ experience in healthcare setting with a focus on a customer service role
- Excellent communication and interpersonal skills.
- Strong problem-solving skills and ability to think on your feet.
- Ability to work in multiple systems at one time
- Proficient in using customer service software, databases, and tools.
- Ability to work in a fast-paced environment and handle stress effectively.
- Ability to work shift between 9am – 8pm EST.