Patient Support Agent

Responsibilities

• Identify and assess customers’ needs to achieve satisfaction both over the phone and through e-mail.
• Keep records of customer interactions within the CRM.
• Provide accurate, valid, and complete information to internal/external teams, as well as customers.
• Build sustainable relationships and trust with customers through open and interactive communication.
• Follow communication procedures, guidelines, and policies.
• Meet personal/customer service team goals and targets.
• Educate customers on the Right Refund product.
• Manage a large volume of incoming phone calls and emails.
• Exhibit polite and professional communication via phone, e-mail, and Teams.
• Other responsibilities as assigned.

Minimum Requirements & Qualifications

• Excellent customer service skills.
• Excellent computer skills, including typing proficiency, multi-tasking between online applications, and multiple screens.
• Proficiency in Microsoft Office (Word, Excel, Outlook).
• Excellent verbal, non-verbal, indirect, and direct communication skills.
• Ability to work with minimal supervision with strong time management and organizational skills.
• Ability to prioritize and manage time effectively.
• Provide timely interaction with the patient/customer.
• Strong problem solving and de-escalation skills.
• Resolve routine, complex, and unique questions/issues.
• Commitment to providing exceptional service to clients and support to staff members.
• Ability to perform critical work under deadlines.
• Ability to work in a changing environment and handle multiple tasks.
• A focused, organized, and detail-oriented approach to work.
• Ability to promote a company culture that encourages top performance and high morale.
• Ability to pass a thorough background check and drug screen.
• Ability to travel occasionally (<10%), locally and nationally.
• High school diploma / GED (or higher).