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Role Description

Work in a collaborative call center environment to communicate with internal and external customers in a highly professional manner. Coordinates all aspects of the first shipment or recurring orders (depending on department) of medical supplies to all customers in accordance with all regulatory and company requirements and policies and communicates effectively with health care professionals.

Essential Duties

• Effectively communicate with healthcare professionals, team members and customers via telephone, email and chat in a professional, caring and knowledgeable manner providing exceptional customer service.
• Meet personal/team qualitative and quantitative targets.
• Meet attendance and adherence to schedule expectations.
• Maintain acceptable QA Standards on call as measured by leadership.
• Maintain current knowledge of and adhere to HCD’s product formularies.
• Accurately perform all required steps to assist customers in receiving their needed products.
• Identify and assess customers’ needs to achieve satisfaction.
• Resolve customer issues and complaints in a professional and courteous manner.
• Expedite situations requiring urgent attention as determined by management.
• Maintain accurate and detailed records within our systems of all customer interactions.
• Ensure all customer information is handled in compliance with HIPAA regulations and company policies.
• Provide customers with a comprehensive explanation of all required documents and explain how to complete them if needed.
• Consistently ensure compliance with established regulatory requirements and department and Company standards and procedures.
• Follow communication procedures, guidelines, and policies.
• Collaborate with team members and other departments to improve customer service processes and achieve company goals.
• Identify opportunities for improvement and contribute to solutions to enhance workflow efficiency and enhance the customer’s experience.
• Perform all other duties as assigned, which may vary at any time with or without notice.

Qualifications

• High school diploma or GED required.
• One or more years of call center experience preferred.
• Must have exceptional verbal and written communication skills.

Requirements

• CIR / CSR I: Incontinence, Nutrition, Equipment, Diabetic Testing (Strips)
• CIR / CSR II: CIR/CSR I plus: Urological & Ostomy …OR… CGM
• CIR / CSR III: CIR/CSR II plus: Wound (Includes Wound & Advanced Wound)

Physical Requirements

• Sitting: Ability to sit for extended periods, typically 6-8 hours a day, while working at a computer station.
• Manual Dexterity: Proficiency in using a keyboard, mouse, and other computer peripherals for data entry and communication purposes.
• Visual Acuity: Ability to view a computer screen for prolonged periods, with good visual acuity to read small print and accurately enter data.
• Hearing: Adequate hearing ability, with or without correction, to understand and respond to customer inquiries via telephone or other audio equipment.