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Call Center Associate

Valencia, CA

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Description

SPECIFIC DUTIES AND RESPONSIBILITIES: • Develops and maintains excellent client relations with doctors, therapists, patients and field representatives. • Projects a professional company image through phone interaction. Interacts with other department members, payer sources, referral sources. • Handles heavy call load by directing calls to inter-department teams or supportive resources. • Uses sales skills across our business product lines to meet and exceed target revenue goals and acts as a liaison between our clients and the company. • Acquires, educates, and retains clients by using trained skills and technical expertise, recommending appropriate equipment and its use. • Demonstrates and secures business by verifying the covered services, optional services of doctor’s orders, and the CMA status of the activity on an order. • Identifies delivery and/or referral issues, providing documentation regarding department issues relating to refusal of services, delivery disputes, service issues, or referral complaints to management. • Identifies and addresses customer needs using selling techniques. • Handles inbound calls, using professional and proactive client service skills with call control techniques. • Answers basic product line questions and routes call to CSR as needed. Turns calls into revenue enhancing opportunities through identifying client’s needs. • Assists the sales team by providing information to patients, doctors and centers as needed. • Communications with customers by phone or by mail as requested.

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