We are seeking experienced, compassionate professionals to act as a consistent and trusted resource for patients and caregivers, delivering virtual and telephonic education, emotional support, and care navigation throughout the MASH treatment journey to enhance engagement, understanding, and the overall patient experience.
What will you be doing? - Provide intermediary service between Client Account Manager or designee and Call Center Communicators.
- Support Vice President, Director, Supervisor, and Client Account Manager or designee in all project business initiatives and objectives.
- Update training materials and conduct trainings as directed by Call Center Supervisor.
- Investigate inquiries and complaints and handle escalations for program.
- Inform Supervisor and Client Account Management Team of all system failures/slow-downs.
- Assist with call monitoring; provide timely feedback to Call Center Communicators.
- Be innovative, using creativity, imagination and information to develop ideas and suggestions for improvements.
- Assist the management team with the compilation of individual monthly program metrics
- Disseminate all project information/directives to team.
- Lead by example, adhering to corporate compliance and demonstrating the values of quality, integrity, innovation, accountability, collaboration, and leadership.
- Maintain excellent quality and productivity standards for all client projects; adhere to project scripts and guidelines.
- Accurately collect information required by individual programs and correctly document data in specific project databases.
- Complete and accurately document Adverse Events and Product Quality Complaints as per client and federal guidelines.
- Exhibit effective communication and tele-management skills.
- Converse with callers in an empathetic manner and facilitate the callers in their ability to understand medical terminology, as needed.
- Display flexibility within department to maximize utilization, including performing administrative and non-telecommunication duties as needed.
- Adhere to all company policies and Standard Operating Procedures.
- Possess effective organizational skills, including working on multiple projects simultaneously.
- Must safeguard patient privacy and confidentiality by following the guidelines set forth in the Privacy and Security Rules of the Health Insurance Portability and Accountability Act (HIPAA).
What do you need for this position?- Current U.S. healthcare professional license: R.N
- Spanish & English Fluency Required
- 2+ years of successful experience training or within a leadership capacity within a Call Center operation preferred.
- Preferred minimum of 3 years' experience working in Gastroenterology or Hepatology and familiar with liver disease progression, understands fibrosis staging and cirrhosis risk.
- Ability to join frequent meetings and calls without disruption or disconnecting
- Excellent verbal, written and listening communication skills.
- Adept at all applicable computer software, i.e., Word, Excel, and Outlook. Strong aptitude to learn new computer programs and client specific applications as for assigned program.
- Outstanding customer service, communication, and interpersonal skills.
- Must possess the ability to train and motivate staff members.
The base pay range for this position is $28.70/hr - $53.30/hr. The final compensation offered to a successful candidate will be determined by factors such as experience, skills, internal equity, and business needs.
