CCA3 - Customer Service Representative - 22.01

BASIC FUNCTIONS:

INBOUND AGENTS

• Answers calls and takes messages for different
• departments
• Do warm transfer to different departments
• Schedules, re-schedules and cancels appointments
• Answers medical prescription queries like I need a refill and I did not get a prescription. Agent will gather callers name, phone number and reason for calling and transfer it to the appropriate department Calls receptionist for patients who are calling for Doctors advise
• Answers insurance questions related to the service.
• 1. Informs patient to call their insurance directly
• 2. Informs patient to go the clinic directly to get
• information.
• Calls patients who have visited previous day to conduct survey like calls

OUTBOUND AGENTS

• Works on Jellybean Tasks (Office Visits/Referrals/Web Encounters)
• Handles B2B and B2C clients
• Calls prio & regular missed calls
• Calls patients who cancelled, rescheduled appointment & patients with invalid response 
• Follow-up Labs
• Callback Immigration & CDL Calls

BACK OFFICE AGENTS

• Inbound/Outbound agents shall be able to do chat & attend to emails, send text messages using the tool of the client.

KEY RESULT AREAS:

• Attendance
• QA Score
• AHT
• Behavior
• Answer Rate

COMPETENCIES NEEDED:

- Excellent in oral and written communication skills
- Ability to multitask
- Ability to learn and understand processes required for
- the account.
- Can manage Targets without compromising quality.
- Very detail oriented
- Flexibility to schedule & task is a must.

QUALIFICATIONS:
- College Graduate or at least college level
- Good communication, analytical, and organizational skills
- With customer service experience
- Keen attention to details
- No Attendance Issue
- Computer Literate
- Must be able to prioritize and complete assigned tasks
- Resourceful & passionate about people.
- Chat & Email experience is a plus.
- Flexible & willing to work under pressure.