New Patient Care Specialist I

Description

POSITION SUMMARY

NCMS New Patient Care Specialist is responsible for initial and on-going communication with patients, providers, and internal departments to assure the accuracy and efficiency of a customer’s initial order of supplies. The New Patient Care Specialist will work within the scope of responsibilities as dictated below with guidance and support from our Customer Care leadership team.

ESSENTIAL FUNCTIONS

• Serves NCMS patients over the phone with initial order of diabetes testing supplies and related products.
• Maintains a high call volume per day (80+ combined inbound and outbound calls per day).
• Provides effective customer service while obtaining patient demographics, verifying and updating patient accounts.
• Determines patients’ needs and offers products and services as applicable.
• Manages an average of 150+ patient accounts per month.
• Ships an amount of product to patients greater than or equal to the set monthly goal (department and individual goals are communicated daily).
• Works closely with other departments and physician support teams to confirm patient orders are eligible for shipment.
• Complies with HIPAA rules, appropriately safeguarding PHI or other private & confidential information.
• Maintains accurate and detailed notes in the company system.
• Adapts quickly to frequent process changes and improvements.
• Is reliable, engaged, and provides feedback to improve processes and policies.
• Attends all department, team, and company meetings as required.
• Appropriately routes incoming calls when necessary.
• Meets patient service quality standards.
• Embraces and exemplifies ADS core values:
• We grow together
• We care
• We obsess over the customer experience
• We commit
• We WOW!

OTHER RESPONSIBILITIES

• May perform any additional responsibilities or special projects as required.
• Duties and responsibilities may be subject to change based upon the needs of the department.

Requirements

MINIMUM REQUIREMENTS

• High School diploma or equivalent
• Call center sales and/or customer service upsells and retention desirable
• Demonstrated success in meeting goals and objectives
• Proficiency in basic math and business calculations
• Working knowledge of computer/data entry with the ability to learn new systems
• Basic level of MS Office proficiency

EXPECTED COMPETENCIES

• Friendly, professional and effective communications skills; able to calmly present solutions in challenging situations
• Effective interpersonal skills
• Clear diction and knowledge of the English language, both written and verbal
• Service-orientation and aptitude to utilize proper listening skills
• Self-directed accountability and reliability
• Cultural competence

PHYSICAL DEMANDS

The physical demands described below 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 employees with disabilities to perform the essential functions.

While performing the responsibilities of the job, the employee is required to remain in a stationary position most of the time (stand or sit). While performing the duties of this Job, the employee is regularly required to sit; use hands to finger, handle, or feel; and talk or hear. The employee is frequently required to stand, walk and reach with hands and arms. The employee is occasionally required to stoop, kneel, crouch, or crawl. The employee must occasionally lift and/or move up to 15 pounds. Specific vision abilities required by this job include close vision and ability to adjust focus.

OTHER REQUIREMENTS

• Candidates must successfully pass a background check. 
• Candidates must be able to provide proof of employment eligibility to work in the US.