Role and Responsibilities:

• Ensuring Customer Service Representatives are answering phone calls, website chats, website leads, and social media inquiries (FB, Instagram, etc.) in a timely manner
• Develop advanced knowledge (written/ oral) of Larkin Health System facilities and services
• Establish call center workflows, scripts, and cheat sheets; interconnecting Larkin Health System and providing concierge customer service
• Evaluate and provide feedback on effectiveness (e.g. conversions, cost per conversion, phone calls, appointments, procedures, etc.) of online advertising campaigns (e.g. social media, google ads, etc.)
• Working with Website Developer to establish quality control processes including monitoring call recordings
• Establish and track metrics such call volume, answered calls, missed calls, call backs, voice mail reviews, etc.
• Develop escalation procedures; escalate identified issues/ trends to higher management
• Establish rapport and work with Independent Physician Offices and Larkin Facilities to develop healthy and strong referral networks

Qualifications and Education Requirements:

• Bachelor's Degree (preferred)
• Must be fluent in BOTH written and spoken English and Spanish
• Healthcare experience (preferred)
• Sales experience

Required Skills

• Knowledge of principles and processes for providing concierge customer and personal services.
  • Creating a positive, welcoming, personal, professional, and familial atmosphere
  • Give full attention to what the customer is saying, taking time to understand the points being made, asking questions as appropriate, and not interrupting at inappropriate times
  • Never causing a customer to feel belittled, disrespected, un-valued, or unattended to
• Knowledge of administrative and clerical procedures and systems such as word processing, managing files and records, designing forms, and other office procedures
• Self-driven, hard-working, self-sufficient, and can work independently with minimal supervision
• Problem solving/ reasoning skills
• Honesty; no-improvisation; when receiving inquiries from patients that are unknown, telling the patient that you will refer them to another colleague that could assist them, escalate the question to higher management, and/or get back to them expeditiously, when you find the answer.
• Being patient and respectful with challenging customers, communicating rationally, empathetically, with composure, and avoid portraying negative emotions (e.g. anger, impatience, annoyance, etc.)
• Bilingual (English/Spanish) required
• 45 WPM Typing speed