Outbound Customer Service Patient Representative - Remote

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 understand 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 have experience and success in outbound calling
  • 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
  • Able 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 skills

  Skills

  • Multitask using various applications simultaneously
  • Demonstrate professional phone etiquette and courtesy when interfacing with patients, clients, and co-workers
  • Excellent interpersonal communication skills
  • Multitask and manage time in a fast-paced environment
  • 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.

  Pay

  • $17.00 - $ 24.00 an hour based on location and experience
  • 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.