19 ene
Dme Service Solutions
Monterrey
Our client specializes in making it easier for patients living with Diabetes by providing their diabetes testing supplies nationwide.
Their highly trained staff and proprietary technology ensure Customer satisfaction with every shipment.
As a vendor partner, our agents are responsible for initial and ongoing communication with patients, providers, and internal departments to assure the accuracy and efficiency of a customer's initial order of supplies.
The Customer care representative will work within the scope of responsibilities as dictated below with guidance and support from the Customer Care leadership team.
**Essential Duties and Responsibilities**:
- Serves clients' patients over the phone with an initial order of diabetes testing supplies and related products.
- Maintains high call volume per day (80 combined inbound and outbound calls per day).
- Provides excellent customer service while obtaining patient demographics.
- Manages an average of 150+ patient accounts per month.
- Required to ship an amount of product to patients greater than or equal to the set monthly goal (department and individual goals are communicated daily)
- Work closely with other Billing Insurance, and Physician Support departments to confirm patient orders are eligible to ship.
- Maintains accurate and detailed records in the company database.
- Adapts quickly to frequent process changes and improvements.
- Is reliable, engaged, and provides feedback to improve processes and policies.
- Adapts quickly to frequent process changes and improvements.
- Is reliable, engaged, and provides feedback to improve processes and policies.
- Attends all department, team, and weekly company meetings as required.
- Perform any additional responsibilities or special projects as required.
- Train new employees in the company's customer service policies, procedures, and best practices.
- Organize and oversees the schedules and work of assigned staff.
- Helps pull metrics for employee performance evaluations.
**Experience and Education**
Required Qualifications:
- A High School diploma or GED required
- 1 year of experience with medical insurance and/or durable medical equipment or at least 2 years in a call center as a customer service representative.
- Excellent Customer service skills, including phone and interpersonal skills
- Computer proficiency in MS Word, Excel, and Outlook preferred
- Typing accuracy of 35 wpm minimum
- Database data entry experience preferred.
- Strong knowledge and use of the English language, both written and verbal
- Work history of excellent attendance and punctuality
- High comfort level working with culturally diverse team members and clients
- Proficient mathematical skills, including addition, subtraction, multiplication, and division
**Preferred Qualifications**:
- Startup / rapid growth experience
- Life sciences, pharmaceutical, or medical device experience.
- Knowledge of medical terminology preferred
- Knowledge diabetes
**Requirements**:
- Availability to work from home (create a professional space)
- Internet Connectivity 50 Mbps or more
**Language Skills**:
- Must be able to communicate effectively in English.
**(Advanced and Native English Level Only)**
- Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals.
- Ability to write routine reports and correspondence.
- Ability to speak effectively before groups of customers or employees of the organization.
**Salary: $100 MX pesos per hour**
**Schedule during training: 30-35 hours per week, Monday-Friday (3 weeks)**
**Operations Schedule: 48 hours per week, Monday-Friday**
**Salary**: $19,200.00 per month
**Education**:
- High school or equivalent (preferred)
**Experience**:
- Medical and Insurance campaign: 1 year (preferred)
- Call Center Customer Service: 2 years (preferred)
**Language**:
- English (preferred)
Shift availability:
- Day Shift (preferred)
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