Customer Service Patient Representative - Outbound

Outbound Customer Service Patient Representatives provides a high level of customer service by placing outbound calls and generating appointments by using warm leads and occasional cold calls in a premier professional contact center.

Key Responsibilities:

• Outbound calling on assigned warm and new potential leads
• Scheduling patient appointments using a call script for multiple types of leads
• Collect, record, and accurately maintain pertinent consumer information, using a Customer Relationship Management (CRM) system
• Answer returned inbound calls as needed after initial outbound contact
• Maintain quality service by following organizational standard operating procedures
• Overcome objections and hesitation with confidence and professionalism
• Use probing questions to identify patient needs and opportunities
• Maintain and exceed daily, weekly and monthly appointment (conversion) quotas
• Learn and understands basic industry knowledge
• Collaborate with Patient-Facing Clinical staff and hearing care professionals
• Demonstrate professional phone etiquette and courtesy when interfacing with patients, clients, and co-workers
• Contribute to the development and growth of the Contact Center by sharing ideas, assisting in related projects, and helping resolve problems and/or improve productivity

Requirements:

• Must reside in the US
• Must have experience and success in outbound calling/telemarketing experience
• Minimum of 6 months call center experience or equivalent
• Track record of over-achieving quota
• Strong phone presence with proven ability to initiate conversations and manage a high volume of outbound calls (150+ daily)
• Previous sales, appointment setting, or retention experience
• Track record of over-achieving daily, weekly, and monthly quotas
• Highly motivated with a willingness to be coached
• Ability to multitask and manage time in a fast-paced environment
• Resilient and able to handle rejection and objection professionally
• Intermediate MS Word and Excel working knowledge
• Proficient order entry speed
• Team Player
• Computer savvy
• Must have a flexible schedule
• Must be passionate about success and self sufficient
• Professional telephone etiquette
• Must reside in the United States

Skills:

• Multitask using various applications simultaneously
• Demonstrate professional phone etiquette and courtesy when interfacing with patients, clients, and co-workers
• Excellent interpersonal communication skills
• Ability to multitask and manage time in a fast-paced environment
• Telemarketing / Sales
• Skilled in handling objections and rejection
• Professional telephone etiquette skills
• High proficiency with written correspondence
• Highly motivated and receptive to coaching
• Strong problem-solving and organizational skills
• Self-sufficient and passionate about success

Additional Responsibilities:

· May take on additional responsibilities and tasks to support the growth and success of the team and organization.

Schedule:

· 40 hours per week, Monday – Friday between the hours of 8:00 a.m. and 8:00 p.m. based on contact center needs. Every other Saturday with one day off between Monday and Friday.

Compensation: $17.00 - $ 24.00 an hour based on location and experience. Must reside in the US.

• Base plus Commission eligible
• We value our team members and strive to offer fair, competitive pay. Compensation for this position is determined by experience, and aligned with local markets where the role is based.