JOB PURPOSE
This position is responsible for providing customer service and assists department’s management in the daily operations which include but not limited to: inbound and outbound calls, check patients, and administrative duties including MIS reporting.
ESSENTIAL FUNCTIONS
• Assist clients and partners with online enrollment of patients
• Answer patient and facility calls promptly, professionally and pleasantly
• Assist patients with cardiac monitoring device issues on a need basis and proactively by making courtesy calls.
• Assist facilities and doctors with questions and when unable to assist transfer them to the appropriate department.
• Contact patients when EKG’s are not reading when required to do so on weekends and when requested.
• Assist the ECG Tech Center with transferred calls, troubleshoot and provide solutions
• Call patients when monitors are not reading their device and assist to ensure device is being used properly.
• Upload information into service desk website
• Assign new patient sessions when needed
• Provide administrative support to shipping department as required
• Demonstrate compliance with departmental and company procedures and policies
• Regular attendance, timeliness and flexibility to work on weekends and alternative shifts.
• Complies with HIPAA guidelines concerning PHI (Protected Health Information)
KNOWLEDGE, SKILLS & ABILITIES:
· Ability to listen closely and empathize with customers and patients
· Excellent written and clear verbal communication skills
· Ability to relate and communicate with all levels of management
· Ability to maintain a high degree of professionalism and integrity
· Possess strong and effective customer service skills
· Excellent judgement and decision-making ability at all times
· Ability to evaluate situations and analyze data quickly
· Consistent attention to detail and follow-up
· Ability to memorize protocol and guidelines
· Must be a team player, be flexible, and be a good listener with a high level of patience
· Ability to manage sensitive, confidential issues
· Ability to work in a fast-paced deadline oriented environment
· Basic data entry and computer skills
· Excellent time management skills and ability to handle multiple tasks simultaneously
· Ability to work overtime if needed
EDUCATION AND WORK EXPERIENCE
• Graduate in Science stream
• A minimum of one to three years prior customer service and phone experience
• Proficiency in MS Office Applications
PREFERRED EDUCATION AND EXPERIENCE
• Graduate in BioMedical / Biotech
• Solid understanding of Customer Service
• Prior healthcare experience
SUPERVISORY RESPONSIBILITY
This position has no supervisory responsibilities
POSITION TYPE/EXPECTED HOURS OF WORK
Shift is 9am-5pm weekdays, including Saturdays . Work on any Public Holidays, Sundays will be assigned on a rotation basis and you would have the prior workday off. This would be after 4 weeks of M-F 9am-5pm training period.
TRAVEL
No
travel is expected for this position.
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