Patient Advocate

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• Adherence to company policies and procedures.
• Ability to daily manage multiple projects and roles simultaneously.
• Efficiently and effectively answer inbound calls and provide individualized and professional customer service to all callers with quick and knowledgeable responses to all inquiries, issues, or requests. 
• Conduct outbound call campaigns to effectively communicate program enrollment and program adherence. 
• Comply with HIPAA patient privacy and security regulation standards and applicable patient authentication and data security standards 
• Meet or exceed program objectives, including call center/telephone metric goals, application review accuracy, and work attendance. 
• Determine problems or issues faced by program participants, partners, and customers and propose solutions for program enhancements. 
• Appropriately update Salesforce.com to reflect current statuses of program participants, including but not limited to all written or verbal communications, issues, and application submissions. 
• Handle Salesforce case work as assigned. 
• Support and contribute to a conducive work environment that encourages camaraderie, open communication, and understanding. 
• Regularly provide feedback on the effectiveness and soundness of program policies and procedures.
• Perform special projects on an as needed basis.
• Serve as a subject matter expert for the following financial categories: Copay Programs
• Demonstrate excellent customer service and ability to work as a team member to achieve customer goals and satisfaction. 
• Meet all Key Performance indicators including Quality, Schedule Adherence and Call Handling guidelines. 
• All other duties as assigned.

• A minimum of 2 years of contact center experience, taking inbound calls. 
• Professional level skills in computer use, including but not limited to Microsoft Office, email, web-based applications, and keyboard skills. 
• Ability to adapt and learn quickly, specifically in accordance with organizational and program policies and procedures. 
• Ability to work in customer care and provide professional level service.
• Demonstrate strong written and verbal communication skills. 
• Interpersonal skills to facilitate work with a wide range of individuals and groups from culturally diverse publics. 

• Weekly paycheck
• Direct Deposit or Paycard options available
• Monday – Friday schedule
• 1st shift: 9:00 AM – 6:00 PM

Ref: SMG15220051

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