Customer Care Coordinator

Customer Care Coordinator

At Rectangle Health, we believe that our team members are our most important asset. We grow our team by hiring best-in-class talent. We encourage all employees to contribute their individual talents and ideas to strengthen our team, our brand, and our services. We promote a culture that serves to empower and motivate employees beyond the standard corporate rhetoric one might see on motivational posters. Employees understand their individual roles in serving our customers, and this clarity of purpose encourages high job performance.

Position Overview:

The Customer Care Coordinator will work with our most valuable asset- our customers (merchants). This person will oversee all post sale onboarding efforts once a merchant has been activated. The goal is to increase customer retention and to deliver post sale program value to the merchant throughout the most critical period of our onboarding efforts. This person will work several outbound campaigns and be expected to provide the business with valuable feedback on how to improve the overall customer experience.

For all full-time employees, we offer:

• Competitive health, dental, and vision benefits
• Guardian Hospital Indemnity coverage
• Life & LTD
• 401(k) matching up to 3%

Primary job duties:

• Several outbound call efforts to our existing merchant base: welcome call, at risk calls, outbound survey response follow-up calls and technical support follow-up calls.
• Assistance with supporting new merchant needs: PCI, OSHA, HIPAA program review, and education/training around health care program
• Ability to create cases for complex situations that require operational support.
• Maintaining an in-depth knowledge of our services, policies, and procedures
• Outbound calling to new and existing customer base to increase customer satisfaction
• Resolving customer concerns in a friendly and tactful manner
• Ensuring customer service quality, efficiency, and accuracy for all calls and email communications

Minimum qualifications:

• Extremely well organized; can have a few balls in the air at a given point in time
• The ability to express empathy and work to resolve issues internally and externally
• A strong communicator: one who can gather data and provide quantitative analysis with context
• Problem solver; finds pride in assisting others to completion.
• Self-starter and independent
• Proactive; one who can use both initiative and experience to take the role to the next level.
• Excellent written and verbal communication skills
• Strong PC (Windows, MS Office) and data entry/typing skills
• Ability to multi-task and prioritize in a fast-paced environment
• Stay calm and collected under pressure
• Experience in Sales Force CRM a plus
• Salary plus bonus & benefits
• Extremely dependable, trustworthy, and reliable
• Solid references
• Bachelor’s degree preferred
• 2 years’ experience in customer service; prior experience in customer satisfaction or retention related role a plus

Interpersonal Skills & Attributes:

• Active listener
• Ability to think outside the box
• Ownership and feedback around related tasks required regularly.
• Empathy and drive to resolve customer related issues
• Team player

About Us:

Rectangle Health, a leading financial technology company, empowers medical, dental and specialty practices with seamless and secure technology to drive revenue by increasing patient payments and streamlining practice management and payment processing. Since 1992, the company’s innovative solutions have reduced administrative burden and rebalanced the ledger for its thousands of healthcare providers in the U.S., reliably processing billions of dollars in payments annually.