Healthcare Specialist is responsible for responding to complex consumer inquiries via phone and email. The Representative will provide information, support, and guidance to consumers.

1. Answer incoming phone calls, text, chat and respond to written communication.
2. Provide product information and make recommendations based on consumer’s needs.
3. Effectively handle quality complaints, adverse events and claims according to Standard Operating Procedures while maintaining superior customer service etiquette.
4. Ask survey questions when appropriate regarding medical events without offering medical advice
5. Continually maintain working knowledge of all company products, services, and promotions.
6. Fully, accurately, and immediately log all customer and contact information, using various CRM tools and adhering to all compliance standards.

• Excellent verbal and written communication skills including active listening and reflection with the goal of gathering information and delivering supportive and consultative problem-solving.
• Must be able to maintain professional behavior and a courteous and helpful demeanor in stressful situations.
• Familiarity with smartphone technology and applications, and ability to navigate between several computer screens (e.g., CRM Software, ACD System, Email and Web Browser) while actively listening and entering customer information is critical.

• College degree preferred with minimum of 3 years of handling healthcare account and/or customer service experience
• Medical terminology experience is preferred
• Strong computer experience working on multiple software programs
• Consultative customer service skills: ability to analyze a customer’s situation and present a solution
• Excellent interpersonal, communication, and organizational skills with the ability to work collaboratively and effectively in a fast-paced environment
• Excellent writing skills and providing customer service online across multiple channels (e.g. email, social media & chat)

Job Type: Full-time