AHAA

Your National Call Center Admin

Location US-Somerset
Posted Date 2 days ago(2/16/2018 9:56 AM)
Job ID
2018-4674
Company
Your National Call Center Admin

Overview

Reporting to the Manager of Your National Call Center, the YNCC Admin is responsible for communications with associate practices about telemarketing member services, event coordination, e-communications, list management, and administrative support. The Admin will support staff with daily monitoring for quality assurance, functionality and understanding of associate needs.

Responsibilities

  • Existing Customer Management

    • Prepare reports of daily results for customers on appointment generation, outcomes and sales
    • Develop and maintain weekly workplan
    • Review reports daily for compliance with the assigned workplan
    • Obtain patient list, prepare and load into system in preparation for dialing
    • Review lists daily and update activity status in dialing system
    • Respond to program inquiries
    • Investigate and resolve customer complaints


    New Customer Management/Onboarding

    • Send and receive YNCC agreements
    • Schedule and conduct program set up call
    • Complete and send Statement of Work
    • Explain program and set expectations

     

    Team Lead/Staff and Management Support

    • Provide issue/performance Investigation
    • Prepare and distribute customer correspondence as needed
    • Perform daily audits of call recordings
    • Review scheduled appointments daily for compliance with scheduling protocols
    • Walk the floor hourly to check in with each representative for quality assurance
    • Enter appointment outcomes in dialing system weekly
    • Maintain internal and external KPI reports
    • Produce daily productivity reports
    • Provide technical assistance with dialing system
    • Schedule meetings and training sessions
    • Maintain patient privacy in compliance with HIPAA federal guidelines and practice policies

Qualifications

  • Education:  High School Diploma required; Bachelor’s degree preferred 

  • Experience: Prior experience in sales or marketing or business support

    Skills:

    • Works independently with minimal supervision; knows when to ask for assistance/guidance
    • Organized and detail-oriented.
    • Excellent follow up/follow through
    • Ability to follow process and suggest improvements
    • Proficient in Microsoft Word, Excel and PowerPoint
    • Database manipulation
    • Exceptional listening and customer service skills
    • Ability to articulate clearly; excellent oral and written communication skills
    • Ability to work with clients in dispute resolution
    • Highly motivated and adaptable
    • Ability to multi-task and prioritize

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