Customer Service Advocate
The Customer Service Advocate exercises compassion, empathy, passion and care in every interaction and is expected to answer general questions and triage calls accordingly and/or provide resources and information upon request. They will handle all facets of callers including patients, loved ones and business partners.
- Promptly receives and processes inbound call center interactions via phone, email, with passion, compassion, energy and care
- Follows defined policies and procedures for providing information and appropriate triaging of inbound calls
- Works collaboratively with a variety of internal department and all of RCA’s facilities
- Adheres to service levels, goals and metrics that measure performance
- Adheres to all regulatory and compliance policies while exhibiting nothing but compassion, professionalism and care at all times
- Will adhere to quality assurance guidelines as evidenced by monthly call reviews, daily maintenance of all systems, email, staff communication, and maintain up to date required training.
Education and Experience:
- Bachelor’s Degree preferred
- Ideally, 2+ year’s minimum professional experience in the field of healthcare, customer service or sales in a call center environment preferred
- Proficiency in Microsoft office. Salesforce experience a plus
- Demonstrated experience providing empathetic and compassionate care for individuals in need
- Previous inbound call center experience and customer service experience are preferred
Customer Service: Demonstrates concern for meeting internal and external customers’ needs in a manger that provides satisfaction for the customer within the resources that can be made available.
Job Knowledge: Understands duties and responsibilities, has necessary job knowledge, has necessary technical skills, understands company mission/values, keeps job knowledge current, is in command of critical issues.
Integrity: Upholds personal and professional ethics and values, considering the values of the organization and respecting the culture, beliefs and abilities of individuals.
Ability to deal with difficult people: The ability to respond to difficult customer behavior with diplomacy and tact, including diffusing anger, creating rapport and influencing behavior.
Resilience: Must be able to cope with stress and adverse situations, rebound quickly, and then learn from their experience.
Work Environment: May work in a variety of environments including professional offices, clinics, hospitals, or out-patient facilities. They spend much of their time on their feet, actively working with patients.
Physical Demands: The employee is occasionally required to stand; walk; sit; reach with hands and arms; climb or balance; and stoop, kneel, crouch or crawl. The employee must occasionally lift and/or move objects up to 25 pounds. Specific vision abilities required by this position include close vision, distance vision, color vision, peripheral vision and the ability to adjust focus.
Travel: Travel is primarily local during the business day, although some out-of-the-area and overnight travel may be expected