Customer Support Specialist

Often the first contact between prospective patients and Sharp this position role models how to provide The Sharp Experience by providing a warm and welcoming experience to all callers. Provides exemplary customer service to callers and customers in all communications. Manages general information and service inquiry inbound calls emails and chat from the community and Sharp HealthCare staff.

Required Experience:

o Call center experience required

o Previous experience with handling between 80100 calls a day and respond in a fastpaced environment

Different call types

Internal and external transfers

o Experience with handling money transactions using a windowsbased program for data entry and using MS Word for business documents

o HS Diploma

Preferred Experience:

o Experience monitoring social media channels and using social media tools

Monitoring and responding to comments on social media channels

o Healthcare experience

o Strong written communication skills thorough documentation

o 2 years of experience

o Epic CRM

o Talkdesk

Adheres to departmental standards and guidelines for documentation productivity and compliance demonstrated through these criteria:

Documents all calls appropriately.

Demonstrates exceptional judgement in managing complaints and facilitating service recovery.

Codes calls appropriately including Campaign Code How Heard field and others as needed for the call and campaign type.

Obtains correct demographic information asking for birth date as patient identifier thus ensuring patient confidentiality. Imports data from IDX correctly avoiding duplicate demographic entries.

Verifies database information on repeat callers updates demographical information for these callers as necessary.

Verifies fax and phone numbers before faxing lab results.

Display sensitivity to callers who prefer to remain anonymous.

Escalates egregious customer complaints to management.

Reiterates important demographic or class information when necessary.

Processes credit cards responsibly and correctly.

Performs selfchecks for data entry as well as rosters and letters.

Under direction of supervisor or manager completes required calls to enrollees regarding cancellations and room changes in an accurate and timely manner. Documents these calls correctly.

Uses Sprinklr to monitor social media sites for comments related to Sharp during normal business hours as well as after hours and weekends (if applicable).

Ensures social media customer feedback is routed appropriately and in a timely manner (if applicable).

Report any customer feedback trends to appropriate management (if applicable).

Access support from the Sr. Social Media Specialist regarding comments/posts that are not covered by the protocol (if applicable).

Adds all appropriate comments to the weekly Voice of the Customer report and prepares the weekly Voice of the Customer report for distribution (if applicable).

Completes calls using key behaviors of the Sharp Experience:

Uses standard Sharp opening for all calls Thank you for calling Sharp HealthCare.

Fields calls for physician referral and/or transfers calls in a friendly and helpful manner when applicable. On transfer calls manages up the referral nurse to the caller.

Consistently represents Sharp HealthCare to potential and current patients in a professional and courteous manner.

Takes customers where they are going using the transfer feature and announcing the call when possible on transfer calls.

Apologizes for the wait if applicable or apologizes if the caller has been transferred numerous times.

Utilizes department standard communication techniques including utilizing scripting to enhance customer experience controlling the conversation using a friendly and helpful tone avoiding long silences ending the conversation with Is there anything else I can do for you I have the time and Thank you for calling Sharp HealthCare avoiding Bye or Bye Bye.

Demonstrates competency with standard departmental procedures including:

Adheres to call flow process.

Achieves call coaching scores as defined by management annually.

Achieves phone production scores as defined by management annually.

Meets service standards as identified and published by management.

Maintains exceptional knowledgeable about Sharp HealthCare services labs programs classes and general insurance information and resources for phone numbers and/or internal contacts.

Seeks and maintains knowledgeable about Sharp HealthCare marketing initiatives.