Healthcare Inbound/Outbound Specialist Profile
CDS provides the next generation of business communication. Our U.S. based Marketing Services and Customer Management Center is a new model for progressive companies looking to grow revenues, shorten sales cycles, influence customer decisions, and build customer loyalty. CDS employs the best and brightest professionals because we are communicating directly with our clients’ customers.
This position reports directly to the Healthcare Inbound/Outbound Specialist Manager. The Healthcare Inbound/Outbound Specialist is accountable for the satisfactory performance of assigned projects, attainment of productivity, quality control, and quality assurance goals as established by the Vice President of Client Services.
The Healthcare Inbound/Outbound Specialist’s responsibilities include, but are not limited to the following:
- Developing ability to effectively handle business-to-business inbound and outbound healthcare telephone communications.
- Through problem assessment and evaluation, the Healthcare Inbound/Outbound Specialist will effectively implement a strategy for driving practice adoption resulting in positive usage growth.
- Adoption and implementation of call guides, techniques, and objection handling skills to effectively deliver a clear and concise message to our practices, while gathering relevant information for our client.
- Familiarization and adoption of terminology within many different medical markets including Dental, Veterinarian, Chiropractic, Ophthalmology, Weight Loss, Hair Restoration, Audiology, Plastic Surgery, Cosmetic, Fertility, Emerging Markets, etc.
- Demonstrate proficiency in transitioning between inbound and outbound calls of varying scope and processes while meeting the metrics and guidelines for success.
- Terminal equipment related calls.
- Billing issue resolution.
- Miscellaneous call resolution and escalation.
PRIMARY DUTIES AND RESPONSIBILITIES
- Engages practices by asking probing questions to gather information and uncover underlying issues to create a solution set or experience that result in a positive experience characterized by increased usage and practice satisfaction.
- Accurately updates and completes the database records. Detail oriented.
- Maintains accurate appointment schedule in Microsoft Outlook.
- Maintains operational knowledge and understanding of the product or services provided and can communicate effectively to contacts.
- Maintains proficiency in the use of the computer system and telephone equipment simultaneously.
- Follows all policies, procedures and suggested call guides.
- Exhibits a good working knowledge of department and company policies to provide quality work.
- Communicates and cooperates in a team effort to ensure good employee relations and a productive atmosphere.
- Stays within the acceptable parameters for productivity and quality goals.
- Acts as a mentor to new team members by guiding and suggesting ways to progress and improve upon quality of work.
- Consistently meets or exceeds productivity and quality standards and demonstrates strong time management skills.
- Requires minimal supervision.
- Makes recommendations to management that will improve performance and efficiency levels.
- Other related duties as assigned by management
QUALIFICATIONS (EDUCATION, CERTIFICATION, EXPERIENCE)
- High school diploma or equivalent. College degree preferred.
- Minimum three to five years experience in sales, account management, or similar customer service environment.
- Meeting or exceeding productivity, quality and program objectives in current position.
- Demonstrate ability to use proper business English and correct grammar.
- Strong desire to provide superior customer service.
- Must speak and enunciate clearly with a pleasant telephone voice.
- Must be comfortable sitting, talking and using a PC, mouse, and keyboard for long period of time.
- Strong time management skills.
- Requires minimal supervision.
OTHER SKILLS AND ABILITIES REQUIRED
- Excellent interpersonal and verbal communication skills with the desire to proactively promote products and services to Healthcare practices.
- Strong grammatical and spelling abilities.
- Self-motivated with a willingness to learn.
- Strong organizational skills and detail oriented.
- Skill to use a personal computer and various software packages.
- Knowledge of modern office procedures and methods including telephone communications, office systems, and record keeping.
- Ability to establish priorities, work independently, and proceed with objectives without supervision.
- Ability to handle and resolve recurring problems.
COMPENSATION AND BENEFITS INCLUDED
- $15 per hour at entry level
- Ability to earn up to $6,000 at target with a maximum of $8,000 in annual commissions, paid monthly
- Full-time employment with daytime hours (Mon-Fri)
- Extensive company-paid benefits package with 401(k) retirement plan
- Comprehensive paid training
- State of the art computerization and job tools
PLEASE, NO PHONE CALLS
Multi-lingual skills a plus, especially French & Spanish.
CDS is an Equal Opportunity Employer that provides a drug free work environment.
Apply online at www.cdslv.com, email your resume to resumes@cdslv.com, or fax it to (702) 992-5343