Summary: A Customer Care Specialist will interact with patients and health care professionals and /or customers and trade associations and organizations on a regular basis through multiple communication channels such as inbound and outbound calls, fax, and email. Specialists will provide information about one or multiple client products and services covering different therapeutic areas and /or industries. Specialists will also demonstrate the ability to quickly adapt to changing circumstances and utilize multiple creative solutions to go beyond the required calling requirements. In addition, Specialists will also be expected to communicate a ‘call to action’ which may include asking for a decision, recommendation, purchase, usage, prescription, administrative task or other action relating to the client’s product or service.

Equal Employment Opportunity and Affirmative Action:

Diligent Health provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability or genetics. In addition to federal law requirements, Diligent Health complies with applicable state and local laws governing nondiscrimination in employment in every location in which the company has facilities. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.

Education/Experience:

High School Diploma or GED required. One (1) year of professional customer service experience with inbound calls and / or outbound dialing required. Previous call center experience preferred.

Duties and Responsibilities include the following. Other duties may be assigned.

• Responsible for reviewing, interpreting and reacting to data provided.
• Effectively communicate messages, product information, and/or specific offers to customers and clients.
• Converse with customers and clients in a professional manner, utilizing relevant industry terminology as needed, and facilitate the process of trial, adoption, and usage of the client’s products or services.
• Demonstrate competency in using information technology, PCs and a variety of databases.
• Contribute to the achievement of the goals, objectives, and outcomes of the program by demonstrating knowledge of product, disease state and program information as it applies to the specific program.
• Accurately collect the information required for each program and capture the information in a Customer Relationship Management system (CRM) or database.
• Maintain excellent quality standards for all programs and adhere to all client call guides and guidelines.
• Adhere to industry regulations and guidelines when communicating information to customers and documenting activity in the CRM database.
• Maintain client / program confidentiality and complete accurate documentation of all calls / cases.
• Adhere to all Company policies, program work instructions, and standard operating procedures.

Language Ability:

Ability to read, analyze, and interpret general business periodicals, professional journals, technical procedures. Ability to write reports, business correspondence, and procedure manuals. Ability to effectively present information and respond to questions from groups of managers, clients, customers, and the general public.

Math Ability:

Ability to comprehend and apply principles of basic math while analyzing data and generating reports.

Reasoning Ability:

Ability to apply principles of logical thinking to a wide range of intellectual and practical problems.

Qualifications:

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Computer Skills:

To perform this job successfully, an individual should have knowledge of Microsoft products.

Information Security Expectations:

While performing the duties of this job, the employee is required to abide by Diligent Health’s information security policies, employee handbook and security and privacy regulatory requirements. Each employee is responsible for the secure and appropriate handling of Diligent Health information, information received by customers, other companies and/or external parties.

Knowledge, Skills and Other Abilities:

• Time management
• Schedule adherence
• Professional verbal and written communication skills
• Independent and self-motivated
• Professionalism
• Ability to maintain levels of confidentiality
• Organizational skills
• Ability to multi-task and be detail oriented
• Ability to work effectively and accomplish goals with little to no direct supervision
• Ability to work efficiently without creating distraction or disruption to other employees
• Ability to participate in continuous quality improvement activities
• Customer service skills
• Ability to relate well and communicate effectively with internal and external stakeholders
• Ability to work well with various personalities and within a team
• General knowledge of internet navigation and research

Physical Demands:

The physical demands described here 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 individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is regularly required to talk or hear. The employee is frequently required to walk; sit and use hands. The employee is occasionally required to stand.