Job Title : Customer Service I

Duration : 12 Months

Location : Orlando, FL ( 32810)

Shift : 07 : 50 am - 04 : 20 pm (EST) (M-F)

Summary :

Customer Service Specialist- will handle inbound and outbound calls in a call center. This will be within the Professional Services Division of Acelis Connected Health.

You will provide customer service by answering customer concerns, explaining business policies and policy controls, as well as assisting in customer escalations and complaints.

The role includes providing testing support, product overview and basic technology instructions. Customer Service Specialists provide general assistance, as needed, to achieve and maintain patient success and satisfaction with remote monitoring.

Job Responsibilities :

• Handling of Inbound and Outbound customer calls.
• Must have excellent phone etiquette.
• Collects, receives, and records INR and other results.
• Utilizes call scripting provided when conducting patient phone calls.
• Contacts physician for INR results based on clinic's reporting preferences and as outlined by Acelis Connected Health policies and procedures.
• Monitors and assists customers with adherence to prescribed test frequency.
• Promotes use of digital platforms
• Provides assistance in the use of digital platforms
• Demonstrates knowledge of products used to obtain INR results and provides assistance to customers, as applicable.
• Responsible for time management, adherence to schedule and attendance.
• Follows all regulatory policies, procedures, privacy, and security standards in accordance

with government agencies including all HIPAA requirements.

Education and Experience :

• Required : High School Diploma / GED
• 2 years of experience in a Customer Service environment.
• Working within a Call Center environment and working off a que
• Would prefer experience in healthcare, medical environment, but not required.
• High attention to detail and good attendance must be a top priority.
• Proficient with MS Office suite (Word, Excel, Outlook)
• Strong verbal and written communications with ability to effectively communicate at multiple levels in

the organization.

Last updated : 2024-04-23