Customer Experience Agent (Pittsburgh, PA/Phoenix, AZ/Raleigh, NC/Orlando, FL)

At Johnson & Johnson, we believe health is everything. Our strength in healthcare innovation empowers us to build a world where complex diseases are prevented, treated, and cured, where treatments are smarter and less invasive, and solutions are personal. Through our expertise in Innovative Medicine and MedTech, we are uniquely positioned to innovate across the full spectrum of healthcare solutions today to deliver the breakthroughs of tomorrow, and profoundly impact health for humanity. Learn more at https://www.jnj.com

Job Function:

Customer Management

Job Sub Function:

Customer Service Operations

Job Category:

Business Enablement/Support

All Job Posting Locations:

Orlando, Florida, United States of America, Phoenix, Arizona, United States, Pittsburgh, Pennsylvania, United States of America, Raleigh, North Carolina, United States

Job Description:

Our expertise in Innovative Medicine is informed and inspired by patients, whose insights fuel our science-based advancements. Visionaries like you work on teams that save lives by developing the medicines of tomorrow.

Join us in developing treatments, finding cures, and pioneering the path from lab to life while championing patients every step of the way.

Learn more at https://www.jnj.com/innovative-medicine

We are searching for the best talent for a Customer Experience Agent to be in Pittsburgh, PA, Raleigh, NC, Phoenix, AZ, or Orlando, FL.

Job Summary: We are seeking a dedicated Customer Experience Agent for our inbound call team. The ideal candidate should possess a genuine passion for assisting patients and healthcare providers, outstanding communication abilities and a commitment to delivering exceptional customer service. This role requires a solution-oriented approach to managing incoming calls, addressing customer inquiries, resolving issues, and ensuring overall customer satisfaction.

Key Responsibilities:

• Answer inbound calls promptly and professionally while striving for one-call resolution

• Serve as the primary point of contact for inquiries and escalations from in-bound calls

• Support patients, healthcare provider offices and field teams with information collection, benefit verification savings program access, specialty pharmacy triage, and shipment set up.

• Assist customers with inquiries regarding products and services.

• Resolve customer complaints and provide appropriate solutions.

• Accurately document customer interactions in the database.

• Maintain a thorough understanding of product offerings to effectively assist customers.

• Adhere to company policies and procedures while providing high-quality service.

• Collaborate with team members to enhance customer experience.

• Meet or exceed performance metrics, including call response time and customer satisfaction scores.

• Provide process feedback and suggest service delivery improvements.

• Ensure customers receive accurate product and service information to make informed decisions.

• Promptly resolve customer complaints and issues, escalating complex problems to management when necessary.

Required Qualifications:

• High school diploma or equivalent

• Minimum of 2 years’ experience in healthcare setting with a focus on a customer service role

• Strong problem-solving skills and ability to think on your feet.

• Ability to efficiently navigate multiple screens and systems to perform work.

• Proficient in using customer service software, databases, tools and Microsoft programs.

• Ability to work in a fast-paced environment and handle stress effectively.

• Understanding of HUB patient journey, workflow, and triage is a plus.

• Ability to work assigned 8 hour shift between program operating hours of 8am-8pm EST.

Preferred Qualifications:

• Undergraduate degree

• Experience reading a phone script

• Bilingual Spanish speaking, reading and writing

Johnson & Johnson is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, age, national origin, disability, protected veteran status or other characteristics protected by federal, state or local law. We actively seek qualified candidates who are protected v