Call Center Customer Engagement Specialist - Port Saint Lucie, FL

ABC Home Medical Supply, Inc is one of the nation’s leading urological supply providers and serves as a one-stop shop with a comprehensive line of medical supplies and service that includes: Urological, Incontinence, Wound Care, and Ostomy.  ABC Medical is part of the JDS, Inc family of businesses.  Our service companies possess the knowledge and expertise to deliver first-class products and personalized home healthcare services.

Location: Port Saint Lucie 
Department:  

 

Work Location:

Hybrid – 2-3 days in office in Port Saint Lucie, FL office; 2-3 days work-from-home

 

You Will (Responsibilities):

The Product Specialist is responsible for making outbound and inbound customer contacts, educating on product option, assisting customers to fulfill product sampling requests, addressing customer inquiries, and providing solutions to customer product challenges.  In addition, this role may require documenting quality complaints, redirecting the customer to another product, and being a resource or helping a customer find a supplier to meet their needs.  This role will be required to deliver superior customer service with every single customer interaction.  Responsible for the timely processing of all new patient accounts, coordinates scheduling of services for assigned sales representative, maintain patient files and the production of all delivery paperwork, develops and maintains a strong relationship with the coordinating Territory Sales Manager.

 

Product Knowledge:

• Maintain a strong working knowledge of products & services, funding sources and company policies & procedures.  Develop and maintain a strong understanding of specific requirements of contracted providers.
• Continuously update knowledge on industry trends and customer service best practices.

 

Customer Support:

• Proactively educate on products, key initiatives, and ABC offerings.
• Utilize training documents and available resources to support customer conversations and decision making.
• Utilize training to operate as the product and lifestyle subject matter expert to provide responses to customer inquiries and strive for first contact resolution.
• Handle inbound and outbound customer calls, emails, and inquiries with professionalism and courtesy. 
• Adhere to all HIPAA guidelines/regulations.

 

Communication:

• Communicate effectively and empathetically with customers to understand their needs.
• Provide clear and concise information to customers on products, services, and processes.
• Maintain accurate records within Brightree CRM, including demographic information, product information, written consent and thorough note-taking.
• Accurately load patient information into working system, generating delivery paperwork for sales and service orders, provide a high level of customer service to patients and Territory Sales Managers.
• Identify process and “best practice” improvement opportunities and recommend solutions to management team.

 

Quality Assurance:

• Adhere to established quality standards and guidelines in customer interactions.
• Participate in training sessions to enhance skills and knowledge.
• Meet all required individual and team metrics.

Minimum Qualifications:

• High school diploma or equivalent required.
• Ability to pass a drug and background check.
• Basic working knowledge of computer systems; Brightree experience a plus.

 

Preferred Qualifications:

• 2+ years in a call center environment.
• Previous experience in customer service or a related field.
• DME or Medical experience.
• Familiarity with insurance rules and regulations.

 

Here’s what we have to offer:

• Variety of Medical, Dental and Vision Insurance Plans
• 401k Plan
• PTO and Paid Holidays
• EAP
• Employee Discounts

 

Job Req ID: 32775