Customer Support Specialist - Marketing-Consumer Info Services - Remote - Day Sh

Hours :
Shift Start Time:
Shift End Time:
AWS Hours Requirement:
Additional Shift Information:
Weekend Requirements:
On-Call Required:
No Hourly Pay Range (Minimum - Midpoint - Maximum):
$25.300 - $30.360 - $34.000
The stated pay scale reflects the range that Sharp reasonably expects to pay for this position.  The actual pay rate and pay grade for this position will be dependent on a variety of factors, including an applicant’s years of experience, unique skills and abilities, education, alignment with similar internal candidates, marketplace factors, other requirements for the position, and employer business practices.

What You Will Do
Often the first contact between prospective patients and Sharp, this position role models how to provide The Sharp Experience by providing a warm and welcoming experience to all callers. Provides exemplary customer service to callers and customers in all communications. Manages general information and service inquiry inbound calls, emails and chat, from the community and Sharp HealthCare staff.

Required Qualifications

- H.S. Diploma or Equivalent

- 2 Years Experience serving customers in a service-oriented environment, preferably in a call center, laboratory or medical office

- 2 Years Previous experience with handling between 80-100 calls a day and respond in a fast-paced environment

- Less Than 1 Year Experience with handling money transactions, using a windows-based program for data entry, and using MS Word for business documents

Preferred Qualifications
- Less Than 1 Year Experience monitoring social media channels and using social media tools

Essential Functions

- Documentation

Documents all calls appropriately.

Demonstrates exceptional judgement in managing complaints and facilitating service recovery.
Codes calls appropriately, including Campaign Code, How Heard field, and others as needed for the call and campaign type.
Obtains correct demographic information, asking for birth date as patient identifier, thus ensuring patient confidentiality.
Verifies database information on repeat callers, updates demographical information for these callers as necessary.
Display sensitivity to callers who prefer to remain anonymous.
Escalates egregious customer complaints to management.
Reiterates important demographic or class information when necessary.
Processes credit cards responsibly and correctly.
Performs self-checks for data entry as well as rosters and letters.
Under direction of supervisor or manager, completes required calls to enrollees regarding cancellations and room changes in an accurate and timely manner. Documents these calls correctly.
Manages inbound calls, emails, chats, and social media interactions from the community and Sharp HealthCare staff, assisting with general information, service inquiries, physician referrals, class and event registrations, MyChart portal support and troubleshooting, and program support. Supports laboratory outreach operations by scheduling and canceling appointments, faxing lab results, researching lab order status, providing lab hours and locations, processing physician add-on requests, and assisting with special projects as assigned. Monitors and responds to social media comments in accordance with approved protocols and brand voice guidelines, ensuring customer feedback is routed appropriately, and trends are reported through Voice of the Customer reporting.
Additionally, supports pharmacy services in compliance with applicable regulations and organizational policies, including assisting with prescription access, medication refill coordination, customer service for pharmacy-related inquiries, and coordination with pharmacists and healthcare teams to support efficient pharmacy operations and patient care.

- Customer Service
Uses standard Sharp opening for all calls 'Thank you for calling Sharp HealthCare .'
Consistently represents Sharp HealthCare to potential and current patients in a professional and courteous manner.
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