Customer Care Representative (CCR)-

The Customer Care Representative (CCR) is an important first-line of contact with our patients, setting the tone for how our company and services are experienced. They provide patients, physicians, and customers with the right information at the right time to help them make better decisions about their health and health care. The fast-paced deadline-driven position requires attention to detail and the ability to multi-task. The CCR promotes a positive team environment, continuously evaluating and identifying opportunities to drive process improvements that positively impact the participant experience and aligns to the goals and objectives of the company. The CCR professionally handles a high volume of complex inbound calls and may also include correspondence to include emails, faxes or written letters. They ensure questions and issues are resolved both promptly and accurately and, in a manner, that participants are able to understand while thoroughly and efficiently gathering information, assessing and fulfilling the caller’s needs, and providing education along the way. A CCR must also be able to effectively handle complaints while consistently demonstrating behaviors that contribute to Care’s achievement of service level goals. CCR’s work collaboratively with internal and external business partners to provide solutions by taking responsibility for following through and bringing outstanding issues to closure on the initial contact with the participant.Required Qualifications

Healthcare-related experience

certifications and/or licensure (CPhT) preferred

Ability to identify process improvements

1 year of call center experience

PC proficiency in Windows-based applications and internet skills

Preferred Qualifications

Minimum of 3-year tenured experience in a customer service environment including retail or any high impact customer service role

Strong written, interpersonal, and oral communication skills

Strong customer service skills exhibiting a courteous telephone etiquette, patience, and professionalism

Ability to provide empathetic services to our customers

Demonstrable responsiveness and reliability as attendance is an essential function of the position

Team-oriented and the ability to work with others

Self-directed and the ability to problem-solve

Ability to apply knowledge and skills learned in training

EducationVerifiable High School diploma or GED is required.