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DEPARTMENT

Customer Solutions

DESCRIPTION/OBJECTIVE

A competent, dependable individual who accepts responsibility for the electronic scheduling of ancillary department patients including Radiology and other departments as required. Executes independent judgment to effectively interact with ancillary departments, clinic staff, physicians, and patients. Schedules procedures for patients of all ages from infants through geriatric.

ESSENTIAL DUTIES AND RESPONSIBILITIES

Include the following.  Other duties may be assigned.

• Answers incoming telephone calls, responds to customer questions and solves problems according to standardized procedures while maintaining a courteous manner.
• Asks appropriate questions and gathers information to determine customer needs.
• Possesses knowledge of HIPAA regulations.
• Accurately enters alpha and numeric data via computer keyboard into an automated system.
• Use critical thinking skills to identify if a patient needs to be triaged based on caller’s symptoms.
• Schedules appointments based on very specific qualifications and requirements, obtains current and accurate demographics and insurance information in order to schedule the appointment   and collects insurance information.
• Document all call information that pertains to booking appointments; this includes inability to book appointments, troubleshooting steps, final problem resolution, or any desired action taken by members of the escalation groups.
• Ability to multi-task and use critical thinking skills to resolve client and caller issues in an effective and efficient manner.
• Able to utilize and navigate through multiple applications.
• Demonstrate established customer service behaviors and standards by treating all clients with courtesy, dignity, respect and professionalism.
• Communicates effectively and professionally with internal and external contacts.
• Supports and demonstrates ongoing commitment to quality principles.
• Attends recurrent training sessions to ensure the client knowledge is current.
• Assist training department in development of training documentation and assist where appropriate in internal training. 
• Assists with call back projects as needed.
• Supports other business needs as required.
• Attention to detail required.

REQUIREMENTS

• High school diploma or general education degree (GED); with some college and one year related experience and/or training in radiology preferred.
• Minimum of one (1) year of experience in hospital or ancillary scheduling office preferred.
• Specific experience to include one (1) year of customer service experience.
• Highly developed written and verbal communication skills, to include proper grammar, spelling and sentence structure.
• Accurate touch typing with a minimum speed of 30wpm.
• PC Literate in a Windows environment.
• Bilingual Spanish skills and healthcare knowledge a plus.
• Must be able to work a flexible schedule.

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DESCRIPTION/OBJECTIVE

Provide accurate and professional information to callers on behalf of hospital client, physician searches, class enrollments, service information, assisting with information updates, and other business directives, as needed in a 24 hour/7 days a week environment.

ESSENTIAL DUTIES AND RESPONSIBILITIES

Include the following.  Other duties may be assigned.

• Answers phone calls from hospital patients to proved customer service regarding physician referral, class registration and other healthcare related topics
• Communicates effectively and professionally with internal and external contacts.
• Meets and supports call center service goals and business objectives by meeting report card standards.
• Meets attendance standards to support operational goals.
• Follows proper protocols and specific client requirements.
• Accurately searches for a physician based on very specific qualifications and requirements.
• Provides accurate and thorough information regarding physicians, classes, seminars, screenings, hospital services, or general information about a hospital.
• Processes enrollments in requested event and provides all related information to caller, credit card processing may be required as well.
• Attends recurrent training sessions to ensure the client knowledge is current.
• Communicates data errors and updates to our Customer Relations Department by sending an Advisor-to-Supervisor Message (ASM).
• Assists with call back projects and/or completes online updates for a specific client.
• Completes online appointment requests.
• Researches and corrects call management errors and places call backs as needed.
• Completes client research projects and assists with creating training manuals for new projects.
• Participates in a focus group for client visits, as needed.
• Supports other business needs as required.         

REQUIREMENTS

• High school diploma or general education degree (GED).
• Specific experience to include one year of customer service experience.
• Highly developed written and verbal communication skills, to include proper grammar, spelling and sentence structure.
• Accurate touch-typing with a minimum speed of 30wpm.
• PC literate in a Windows environment.
• Bilingual, Spanish skills and healthcare knowledge, a plus.
• Ability to work a flexible 24/7 schedule.

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DESCRIPTION/OBJECTIVE

The Client Advocate is responsible for all aspects of client relationships through ongoing communications with account contacts and promoting customer goodwill, loyalty and confidence.  To be successful,  a Client Advocate must coordinate company-wide responses to client specific requirements demonstrating ownership and a genuine concern for the quality of work performed for the client as well as to assist in the nurturing of team members; setting a good example while assisting in the growth and development of team members. 

ESSENTIAL DUTIES AND RESPONSIBILITIES include the following and other duties may be assigned.

•         Actively manage assigned accounts by monitoring revenue retention and proactively cross-sell activity at Beryl as required

•         Assist management in supporting department initiative and achievement of cross-sell revenue goal by generating qualified leads for new and additional products into Beryl’s existing customer base.

•         Achieve customer satisfaction goal set by management for assigned clients

•         Support management and assist customer relations team in consistently seeking identifying and communicating best practices & successes

•         Manage client relationships by following the CFL philosophy, within Customer Relations, to ensure delivery of outstanding customer service.

•         Utilize position contract and department functional plan for action items as assigned to accomplish actions and deliverables.

•         Resolve, in a timely fashion, any customer complaints or issues.

•         Report and track all customer communications in Beryl’s CRM database, or appropriate tracking form in a timely accurate manner. 

•         Support the new tiered approach to managing our client base that aligns Beryl’s account management activities with the value of the customer and the opportunity for future revenue growth within the existing customer base

•         Develop and maintain proactive account plans for all clients as assigned and when applicable

•         Track, report all required activity to management via the Monthly Activity Report to ensure consistent adherence to process or account management activities. Reports will capture activity and be turned in as communicated, including but not limited to:

•         Revenue/call volume trends

•         At Risk customer management

•         Customer Surveys – summary of response and customer relations action

•         Customer success (campaigns, etc) tracking, documenting and sharing

•         Qualified lead generation tracking

•         RFP support and contract renewal management

•         RevRec and account planning delivery and tracking

•         Tracking monthly customer relation mangers’ double jacking

•         Any pro-active customer contact tracking

•         Reporting opportunities, issues, etc

•         Build/track revenue ad hoc report requests

•         Termination activity

•         Implementation activity

Other duties as assigned.

REQUIREMENTS

•         Bachelor's degree required and minimum of five years related experience.

•         Minimum three years of demonstrated of account management to include building customer relationship, partnering in customer strategic business development, and the ability to analyze call center trends and reports.

•         Specific experience preferably in the healthcare industry.

•         Proficient in the Microsoft Office suite of products to include word processing, database, spreadsheet, presentation software and e-mail.

•         Highly developed written and verbal communication skills.

•         Effective time management/organizational skills.

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PRIMARY FUNCTION

Selected candidate will have direct responsibility for the day-to-day operations of a team of advisors, including client satisfaction; coaching, motivating and ensuring that all quality standards are met. This position is also responsible for the development of a climate of superior customer service, and a high performing staff.  Supports positive morale in a changing environment.

SUMMARY OF ESSENTIAL JOB FUNCTIONS

·         Responsible for providing team leadership to a customer-focused team who ensure that customers are satisfied, and their needs are fulfilled.

·         Provides day-to-day supervision to a group of Call Advisors to maintain service level goals and performance objectives.

·         In accordance with organizational goals, provides direction to team on activities and behaviors. Identifies and analyzes problems; plans tasks and solutions.

·         Represents the team, presenting team suggestions and recommendations on processes and procedures in accordance with organization cost, quality, and productivity goals.

·         Recommends changes to improve efficiency and effectiveness.

·         Recognizes team on accomplishments and achievement.

·         Monitors calls and gives feedback to increase quality.

·         This position will make recommendations for hiring, performance evaluation, training, work allocation, and problem resolution.

·         As appropriate to the position, participates in the development of operating goals and objectives for the unit; recommends, implements, and administers methods and procedures to enhance operations.

·         Lead the team in customer resolutions with optimum turn around times.

·         Mentor and motivate team members to enhance skill level as part of the management succession program.

·         Maintains and monitors records and reports pertaining to team performance.

·         Recruit, hire, train staff, supervise, evaluate employee performance, and recommend or initiate promotions, transfers, and disciplinary action.

·         Monitor & observe calls and provide timely feedback to ensure quality standards and compliance with policies and procedures.

·         Coach and motivate direct reports and provide feedback to ensure performance objectives are being met.

·         Be the primary point of contact for team member questions, issues and escalations

·         Maintains positive morale through effective motivation, communication and leadership.

·         Communicates important information through team meetings, letters and e-mail as well as providing daily support for job-related questions and approvals.

·         Coordinate efforts with other Team Leads to ensure consistent call coverage.

·         Takes a leadership role in key committees and in planning/coordinating Center events and activities.

·         Set the example of the Beryl Spirit and other core competencies to all Beryl coworkers.

QUALIFICATIONS AND REQUIREMENTS

·         Bachelor’s degree or 2+ years call center supervisory experience.

·         Specific experience to include leadership skills and customer service experience in a call center environment, and a demonstrated positive approach to employee development, and conflict and problem resolution.

·         Proficient in Microsoft Office Suite of products to include Word and Excel.

·         Highly developed written and verbal communication skills.  Tactful and diplomatic coaching style required.

·         Effective organizational/time management skills.

·         Flexibility to work any shift.

·         Bilingual - Spanish preferred.

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DEPARTMENT: The Systems Group

DESCRIPTION/OBJECTIVE:

Responsible for all activities related to the design, configuration, management and support of telecom equipment and systems for Beryl’s in-bound and out-bound Contact Center, including, telephony technology (Avaya), recording technology (NICE), Call Center and customers. 

This position provides technical expertise and support to all business and IT sponsored telecom projects and is responsible for all on-going maintenance, installation and configuration of hardware and software components, servers and network infrastructure around telecommunications equipment. 

This role serves as a partner to Beryl’s Operations, Sales, Clients, Account Management and Implementation Teams and as such must demonstrate strong customer service and client interaction skill sets. 

Key performance indicators to include system performance and system availability.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

• Will work across multiple IT disciplines including telecom, networking, systems and desktop administration.
• Will support an in-bound contact center serving multiple clients, each with multiple toll-free and local phone lines.
• Will support multi-platform technologies including Avaya, CCE, AES, CMS, Audix, Symon, IEX, NICE and AT&T RouteIT in a complex Contact Center environment, which includes, installing, troubleshooting, repairing and maintaining telecommunications equipment.
• Assists with analysis of technical problems and identifies and prioritizes resolutions based on business needs.
• Provide technical expertise and advice on tasks related to infrastructure projects, with regards to business continuity and disaster recovery.
• Forms strong relationships and partnerships with Telecom providers (AT&T and Verizon) , LEC’s, CLEC’s and wireless.
• Responsible for the coordination, installation, configuration, operation and on-going maintenance for all Beryl toll-Free number services, T1 and DS3.
• Provide 24 X 7 support for the telephony infrastructure environments, including on call support.
• Work closely with Operations, internal customers, external clients and outside vendors to effectively plan, deploy and maintain telephony infrastructure.
• Works closely with Beryl’s internal client management teams to advise on call center technology ensuring client customization, specialized routing, multiple lines and customization as necessary.
• Work closely with all necessary departments to ensure smooth integration of all products into the telephony environment.
• Provides for consulting with other departments to provide technical guidance and assistance in identifying ways to leverage technology, improve business processes, and implement solutions where they will yield cost efficiencies and/or competitive advantages.
• Responsible and accountable for the implementation and support of customer voice and data
  applications and support advanced routing.
• Provide technical support and coordination with the on-site system administrators and solve
  technical and operational problems.
• Will support the Blackberry Enterprise Server and Blackberry PDA’s as well as other wireless telephones and network devices.

REQUIREMENTS:

Applicants must meet the following requirements in order to be considered for the position.

• Absolutely must have 5+ years experience with telecom/carrier and telephone protocols, design, development and deployment along with industry experience in call center management working with switch technology, hardware solutions, quality management and workforce management systems.
• Advanced knowledge of Avaya equipment and software, including 87xx switch platform, AES, CCE, Audix and CMS. 
• Experience with enterprise voice recording systems, preferably NICE Perform.
• Experience with workforce management solution, preferably IEX TotalView.
• Absolutely must have experience prioritizing and managing multiple clients, projects and requests in a self-directed work environment.  
• Must have 5+ years of experience working with a telephony infrastructure including VoIP.
• Bachelors degree or equivalent combination of education and experience.
• Demonstrated ability to analyze technical problems, identify and prioritize resolutions based on business needs.
• Demonstrated competence to select work methods or procedures when given latitude of alternatives in carrying out tasks.
• Effective verbal and written communication skills.
• General knowledge of Microsoft Office product suite, LAN components, wiring, routers, switches, NICs, Microsoft Server 2003, communications protocols (TCP/IP, G.711, G.729, SIP, MPLS, QoS).
• Experience in maintaining a Blackberry Enterprise Server and provisioning Blackberry PDA’s.
• Microsoft, Avaya, Cisco, HP, Dell, NICE or IEX certifications is a plus.

PHYSICAL DEMANDS:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is occasionally required to stand; walk; sit; use hands to finger, handle, or feel; reach with hands and arms; stoop, kneel, crouch, or crawl; talk and hear.  The employee must occasionally lift and/or move up to 50 pounds.  Specific vision abilities required by this job include close vision.

WORK ENVIRONMENT: 

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is occasionally exposed to moving mechanical parts and risk of electrical shock.  The noise level in the work environment is usually moderate.

This is a Full Time position.

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DEPARTMENT: Training

DESCRIPTION/OBJECTIVE:

As a member of a self-directed work team, this position will provide training consultation and support to internal and external Beryl customers by designing, planning, organizing, creating delivering and measuring the effectiveness of training modules/learning solutions for instructor-led, online and blended environments as well as written/electronic job aides.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

• Develop training plans for internal and external clients.
• Design, develop and maintain multi-purposed courseware using accepted Instructional Systems Design Methodology using a variety of industry tools.
• Develop criteria for all four levels of training evaluation (reaction, learning, behavior, results).
• Develop interactive, multimedia courseware.
• Integrate e-Learning with a Learning Management System
• Develop and maintain subject matter expertise in all Beryl training programs and Beryl’s call handling applications.
• Deliver/Facilitate training sessions as appropriate.
• Compile application design recommendations that support call handling improvements.
• Establish and maintain current SOPs for the Training function.
• Collaborate with internal departments and external Clients to identify client needs and develop training strategies to support them in a professional and effective manner.
• Create professional development initiatives to support continued employee growth.
• Develop training modules that Beryl can offer to clients on a retail basis as a Beryl "product or service."
• Lead cross-functional project teams.
• Mentor other training professionals.

REQUIREMENTS:

• Advanced degree or certification in Performance Technology or Instructional Design.  
• 7-10 years of progressive instructional design experience, including elearning.
• CPLP preferred.
• Call center experience preferred.
• Healthcare experience preferred.
• Familiarity with Salesforce.com preferred.
• Familiarity with variety of technologies including Adobe Captivate and WebEX.
• Documented experience in building and executing learning strategies.
• Proven experience with Instructional Design and performance consulting in cross-functional environments and the ability to drive metric improvements. 
• Ability to convey the complex instrutional design concepts to internal stakeholders in a manner that they can understand and support.
• Ability to collaborate and estabilsh credibility with busy, non-training professionals.
• Strong leadership and employee relations skills.
• Highly developed verbal and written skills. 
• Ability to successfully manage multiple large scale projects.
• Strong facilitation and presentation skills.
• Proficient in Microsoft Office suite of products (Word, PowerPoint, Excel).
• Possess high energy level, initiative and sense of humor.
• Keeps current on industry practies and trends.

This is a Full-Time position.

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DEPARTMENT: Post-Discharge Services

DESCRIPTION/OBJECTIVE:

Selected candidate will oversee the daily activities of a team of nurses and non-clinical advocates. Manage a team of co-workers who facilitate outbound calls to individuals 24-72 hours after an inpatient visit to assess their understanding of discharge instructions, ensure compliance and escalate appropriately. Oversee the staff assessment of patient needs, adherence to facility specific protocols and quality of conversations regarding their inpatient experience.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

• Adapts own behavioral and communication style to gain cooperation of managers, co-workers, peers and patients.
• Build a culture of performance where individuals are enthusiastic about the team and achieving their goals.
• Recommend human resources' actions such as hiring, corrective action, terminations, salary actions, and promotions.
• Process exception items, resolve complex issues, review and recommend system modifications, conduct quality reviews, and monitor daily business.
• Identify training needs and ensures training is scheduled in sync with the business and produces intended results.
• Provide daily coaching and feedback, recognize and reward accomplishments and contributions, introduce new processes and procedures, and track performance to achieve set goals.
• Consistently searches for ways to improve team or work group's customer service results
• Promotes open participation, teamwork, and communication within department and throughout the organization.
• Understand the vision and direction of the Beryl Companies then effectively communicate/model this vision in every interaction with all Beryl customers and employees.
• Track and develop talent within your team to prepare and produce future leaders. 
• Maintain a positive outlook in difficult situations, while dealing constructively with mistakes and setbacks.
• Facilitate meetings, drive process improvement and meet deadlines related to deliverables.
• Provide a clinical perspective and advisement to staff, peers and other departments to support the common goal.

LEADERSHIP:

• Will set the example of Beryl’s Core Values for all coworkers.
• Represents the team, presenting team suggestions and recommendations on processes and procedures in accordance with quality, and productivity goals.
• Will evaluate co-worker performance and make coaching recommendations; motivates co-workers to achieve peak productivity and performance.
• In accordance with organizational goals, provides direction to team on activities and behaviors. 
• Identifies and analyzes problems and plans tasks and solutions. 
• Recognizes team on accomplishments and achievement.
• Mentor and motivate team members to enhance skill level. 
• Maintains and monitors records and reports pertaining to team performance.

REQUIREMENTS:

Applicants must meet the following requirements in order to be considered for the position. 

• This position requires a RN Nursing Certification from an accredited educational institution.
• Must have excellent written, verbal, organizational, interpersonal management and communication skills and customer service experience in a call center environment.
• Minimum of 3 years clinical experience preferred in either emergency nursing, medical-surgical nursing, ambulatory nursing, pediatrics, or any adult or pediatric telephonic nursing.
• Demonstrated critical thinking, analytical and problem solving skills.
• Proficient in Microsoft Office Suite of products.
• Effective organizational/time management skills.
• Flexibility to work any shift.
• Bilingual - Spanish a plus.

This is a Full-Time position.

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DEPARTMENT: Product Management

DESCRIPTION/OBJECTIVE:

The Director, Product Management works very closely with the SVP, Product Management to help define and execute on Beryl’s product strategy.  This person is seen as a key leader of the Product Management group and represents the team in multiple interdepartmental functions.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

• Responsible for assisting in the development of Beryl’s long term product strategy, as well as development and execution of annual goals.
• Responsible for items on the Beryl Product Roadmap and coordinating with other Beryl departments and functions to ensure products get delivered in a timely fashion.
• Works with clients, prospects, third parties and Beryl client-facing staff to understand business issues and define products and services to address those issues.  Manages user groups and any other external teams.
• Identifies, coordinates and manages research and analysis required for market sizing, product potential, competitive analysis, product ROI and product margin.
• Key liaison with marketing and signs off on targets, messaging and campaign approaches for all of Beryl products.
• Assists SVP in educating Senior Leadership Team and other Beryl departments on Beryl product strategies and offerings.
• Ensures strict adherence to Product Management processes concerning life cycle management and ensures new products are brought to market consistent with Beryl’s PM philosophy.
• Provides day-to-day direction to product managers and assists them with strategic and tactical issues concerning the management of their products.

REQUIREMENTS :

Applicants must meet the following requirements in order to be considered for the position. 

• Bachelor degree required, MBA preferred; and more than 10 years related experience; or equivalent combination of education and experience.
• Demonstrated success is developing and growing business, especially through new product development
• Broad healthcare industry knowledge and experience a plus.
• Experience in managing and developing staff
• Ability to work well and collaborate with senior leadership and client facing teams.
• Demonstrated ability to successfully lead teams of both internal and external resources.
• Demonstrated ability at relationship development and management with external organizations
• Highly developed written and verbal communications skills.
• Effective time management/organizational skills.

This is a Full-Time position.

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DEPARTMENT: Sales

DESCRIPTION/OBJECTIVE:
The Strategic Account Executive (SAE) will focus on assigned corporate clients in the Enterprise segment.  The SAE will be responsible for the overall growth, retention and strategic planning with senior management at assigned clients.  Responsibilities include demonstrating Beryl’s value to clients and appropriately positioning Beryl’s services as viable solutions to assist clients in meeting their objectives.  Other responsibilities include, qualifying new products and services as well as delivery and interpretation of financial and trending reports on a quarterly basis and revenue recognition reports on an annual basis.  The SAE will assume ownership and overall responsibilities of Beryl business, including issue resolution and client satisfaction.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

• Accountable for meeting and/or exceeding assigned sales objectives, maintaining existing products and services revenue and building new revenue streams through proactively engaging clients in upselling activities.
• Review complex client requirements and provide specific solution recommendations.
• Affectively articulate Beryl’s value proposition.
• Acquire and integrate healthcare industry knowledge related to general trends, emerging technologies, and competition.
• Partner with Enterprise clients through a strategic and consultative sales approach to understand client business needs, issues, and priorities.
• Create and maintain accurate account plans for review with senior leadership.
• Develop, in partnership with the client, strategic plans that ensure long-term retention.
• Deliver important messaging on a routine basis to include quarterly business reviews.
• Orchestrate resources and provide necessary leadership to deliver against client needs.
• Perform affective qualification techniques to quickly determine the scope of effort needed to retain specific clients.
• Maintain or increase client satisfaction levels.
• Possess intimate knowledge of Beryl products, processes, goals and values.
• Work with assigned accounts to expand and elevate Beryl’s relationships within organizations to the executive level.
• Meet with all assigned strategic accounts applying the Client For Life philosophy to ensure delivery of outstanding customer service aligned with the client’s business needs.
• Secure all contract renewals for assigned accounts and engage an internal expanded team as necessary.
• Pass new product qualified sales leads to new sales staff as appropriate.
• Manage and track all relevant communications with customers in Beryl’s CRM database.
• Provide standard monthly activity reports documenting results of defined activities and successes, to include but not limited to:
  • At Risk customer management within assigned accounts
  • Customer success
  • Progress in growing accounts through new business opportunities
  • Contract renewal management of assigned accounts
  • Revenue Reconciliation and account planning delivery and tracking
• Effectively share customer best practices with Sales and Business Development.
• Develop appropriate reports and follow-up to client visits or phone calls.
• Troubleshoot client issues related to call handling, report availability, service levels, data issues, strategic partners.
• Support the growth and activities of The Beryl Institute.
• Support the Client Advisory Council as appropriate.

Expectations for Behavior and Execution:

• Understand and consistently communicate the vision.
• Live by Beryl’s core values.
• Embrace our culture.
  • Open door policy
  • Sharing information, including the “why”
  • Participating in events
  • Supporting our “circle of growth” philosophy
• Build and support a partnership with Supervisor.
  • Be a sounding board on all issues
  • Tell Supervisor what you think
  • Speak in a single voice with Supervisor to the rest of the company
  • Use Supervisor appropriately to help manage existing customer relationships and to cross-sell additional products/services
• Build positive relationships with peers.
• Set reasonable deadlines for work.  Meet those deadlines or communicate effectively in advance of due dates to negotiate new dates.
• Hold team members accountable.  Make sure they understand what is needed to succeed and act appropriately if it is not being done.
• Use your talent wisely.  Be an executive voice of Beryl for our customers.
• Help Beryl continuously deliver “value” as a premium provider.
• Encourage team building with Account Managers.
• Provide assistance in involving Account Managers in revenue growth initiatives; help train as appropriate to deliver consistent cross sell messages.
• Maintain all confidences required of leaders at Beryl.

Personal Attributes:

• Maintain all confidences required of leaders at Beryl
• Excels at the development and maintenance of strong client relationships
• Attention to detail, instinctive, persistent, focused, well organized
• Posses superior communication skills both oral and written
• Strong relationship building and matrix management, strong team work
• Ability to operate at the highest levels within the client

REQUIREMENTS:  

• Bachelor’s Degree in Business Administration or 5 – 8 years career experience with a strong track record of success in a sales or account management role in healthcare.
• Experience and understanding of a strategic sales methodology. 
• Demonstrated strategic and analytical skills, as well as solid business acumen.
• Ability and experience in coordinating across multiple internal resources in support of client solutions.  
• Forty to fifty percent national travel, while being headquartered in the DFW Metroplex (Dallas/Fort Worth Texas). 
• Full understanding of hospital organizational structure, roles and the different goals of each position within the client organization.
• Experience in and ability to present business solutions and sales strategies to top level executives in the healthcare industry. 
• Strong project management, time management and organizational skills.

This is a Full Time position.

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DEPARTMENT: Operations

DESCRIPTION/OBJECTIVE:

Provide accurate and professional information to callers on behalf of hospital client, physician searches, class enrollments, service information, assisting with information updates, and other business directives, as needed in a 24 hour/7 days a week environment.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

• Answers phone calls from hospital patients to proved customer service regarding physician referral, class registration and other healthcare related topics
• Communicates effectively and professionally with internal and external contacts.
• Meets and supports call center service goals and business objectives by meeting report card standards.
• Meets attendance standards to support operational goals.
• Follows proper protocols and specific client requirements.
• Accurately searches for a physician based on very specific qualifications and requirements.
• Provides accurate and thorough information regarding physicians, classes, seminars, screenings, hospital services, or general information about a hospital.
• Processes enrollments in requested event and provides all related information to caller, credit card processing may be required as well.
• Attends recurrent training sessions to ensure the client knowledge is current.
• Communicates data errors and updates to our Customer Relations Department by sending an Advisor-to-Supervisor Message (ASM).
• Assists with call back projects and/or completes online updates for a specific client.
• Completes online appointment requests.
• Researches and corrects call management errors and places call backs as needed.
• Completes client research projects and assists with creating training manuals for new projects.
• Participates in a focus group for client visits, as needed.
• Supports other business needs as required.       

REQUIREMENTS:

• High school diploma or general education degree (GED).
• Specific experience to include one year of customer service experience.
• Highly developed written and verbal communication skills, to include proper grammar, spelling and sentence structure.
• Accurate touch-typing with a minimum speed of 30wpm.
• PC literate in a Windows environment.
• Bilingual, Spanish skills and healthcare knowledge, a plus.
• Ability to work a flexible 24/7 schedule.

This is a Full-Time position.