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
• 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 atmosphereGive 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 timesNever 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

Last updated : 2024-02-25