Stericycle Senior Patient Experience Advocate - Concierge in TX, United States

Senior Patient Experience Advocate - Concierge

Job ID #: 20227

Location:

US-TX-Bedford

Functional Area:

Customer Service & Support

Department:

Communication Solutions

Position Type:

Full-Time

Education Required:

Not Indicated

Experience Required:

Not Indicated

Relocation Provided:

Position Description

This position will 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 & Responsibilities: Communicates effectively and professionally with internal and external contacts. Exceeds and supports call center service goals and business objectives by exceeding report card standards. Exceeds attendance standards to support operational goals. Follows proper protocols and specific client requirements. Ability to multi-task and use critical thinking skills to resolve client and caller issues in an effective and efficient manner. Ability to provide a high level of customer service in every call interaction in an efficient manner. Expedite communication between upper level management, hospital and general personnel through emails and ASM’s. Cross sell any advertisement or new facility being offered by the hospital or medical center. Research and make recommendations for physician referrals to doctors in their respective areas. 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. Will be responsible for communicating with customers via our online services platform. Attends recurrent training sessions to ensure the client knowledge is current, as well as proactively research database / client website for changes or new events. Communicates data errors and updates to our Client Services Department by sending an Advisor-to-Supervisor Message (ASM). Assists with call back projects and/or completes online updates for a specific client, as needed. 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. Attends monthly meetings with clients to ensure complete understanding of client specific protocols. Supports other business needs as required.

Position Requirements

Communicates effectively and professionally with internal and external contacts. Exceeds and supports call center service goals and business objectives by exceeding report card standards. Exceeds attendance standards to support operational goals. Follows proper protocols and specific client requirements. Ability to multi-task and use critical thinking skills to resolve client and caller issues in an effective and efficient manner. Ability to provide a high level of customer service in every call interaction in an efficient manner. Expedite communication between upper level management, hospital and general personnel through emails and ASM’s. Cross sell any advertisement or new facility being offered by the hospital or medical center. Research and make recommendations for physician referrals to doctors in their respective areas. 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. Will be responsible for communicating with customers via our online services platform. Attends recurrent training sessions to ensure the client knowledge is current, as well as proactively research database / client website for changes or new events. Communicates data errors and updates to our Client Services Department by sending an Advisor-to-Supervisor Message (ASM). Assists with call back projects and/or completes online updates for a specific client, as needed. 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. Attends monthly meetings with clients to ensure complete understanding of client specific protocols. Supports other business needs as required.

We are an Equal Opportunity Employer and do not discriminate against any employee or applicant for employment because of race, color, sex, age, national origin, religion, sexual orientation, gender identity, status as a veteran, and basis of disability or any other federal, state or local protected class.