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Position: Customer Care Associate

Company: PatientPoint
Location: Hamilton
Posted on: October 11, 2021

Job Description:

Job Title: Customer Care Associate

Classification: Non-Exempt

Reports To: Customer Care Manager

Location: Cincinnati, OH

It is an exciting time to be part of the PatientPoint® team! We believe that a strong, team-oriented environment is key to the success of any endeavor. We are looking for talented team members who thrive in a fast-paced and dynamic work environment.

Summary / Objective

Responsible for top notch service to ensure high-level customer satisfaction is maintained and exceeded. Represent the voice of the customer by understanding their needs and expectations. It is the job of the Customer Care Associate to guide our customers to continual success and shepherd them clear of difficulty. Maintaining a positive attitude and a willingness to champion through any issue with clear communication is vital to the success of this role.

Responsibilities

  • Daily inbound/outbound customer interaction by phone/email
  • Role will be a mix of remote from home and in office
  • Prior successful experience delivering technology solutions to all levels within an organization.
  • Build relationships and engage practices to drive loyalty and expand program knowledge and usage.
  • Set and maintain realistic and attainable customer expectations.
  • Ensure that service level standards are maintained and adhered to based on the type of service/activity.
  • Document all relevant conversations in multiple sources as needed.
  • Support internal platforms and customer relationship management tools for the best customer outcome.
  • Schedules and coordinates the flow of work between departments to maximize productivity and customer satisfaction.
  • Maintain expert knowledge of PatientPoint products and services.
  • Presents features, benefits of current products, and works collaboratively with cross-functional teams focused on meeting customer needs.
  • Maintain professional demeanor and continuously represent PatientPoint Brand in a positive manner.
  • Adhere to Key Productivity Indicators (KPI) as assigned by Manager.


Requirements and Desired Characteristics
  • Associate degree or combination of education and experience (required)
  • At least 2 years' experience working in a customer service role (required)
  • Superior interpersonal skills, demonstrating a passion for being helpful and empathetic while using effective troubleshooting techniques for hardware-oriented problems.
  • Proven track record of successfully resolving customer issues and increasing customer satisfaction (required)
  • Knowledge and expertise in or the ability to rapidly learn the Company's products and services (required)
  • Solid functional experience with Microsoft Word, Excel and Outlook (required)
  • Excellent phone presence and etiquette (required)
  • Demonstrated problem solving and independent judgment skills with ability to acknowledge when issues should be escalated.
  • Excellent attention to detail with the ability to retain the knowledge of product, procedures, and customers.
  • Must be able to multi-task and work effectively in a fast-paced and constantly changing team environment.
  • Ability to switch rapidly between tasks with no loss in efficiency and effectiveness.
  • Excellent written and verbal communication skills with the ability to explain our products and processes to our third-party vendors and customers.
  • Ability to remain calm in stressful situations and flexible in changing work environments.
  • Ability to display strong organization and prioritization skills by planning work efforts to maximize efficiencies and productivity.
  • A passion for exceptional customer service by identifying problems and offering solutions to customers over the phone.
  • Reliable, prompt, responsive but also proactive.


This is an excellent opportunity and includes a competitive pay and benefits package, including health, dental, vision, disability, and life insurance as well as 401(k) retirement plan with matching company contribution, paid time off, and holidays. No relocation is available.

PatientPoint® is the trusted partner for tech-enabled patient engagement solutions that enhance the patient experience across the entire care journey. Our solutions create more effective doctor-patient interactions and deliver high value for patients, providers and healthcare sponsors. Through our 150k unique healthcare provider relationships, PatientPoint's solutions impact roughly 750 million patient visits each year, further advancing our mission of making every doctor-patient engagement better®. Learn more at patientpoint.com.

Employer is EOE/M/F/D/V

Keywords: PatientPoint, Hamilton , Position: Customer Care Associate, Other , Hamilton, Ohio

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