Job Description

The Patient Advocate Rep will be responsible for handling questions, complaints, or suggestions about Company services or products. This employee will also be responsible for answering phones, reporting, and analyzing customers' information and needs. They support the field personnel, referral sources, and customers with their needs.

Job Responsibilities:

• Primary contact for all customer experience reporting and complaint handling activities related to Company services or products
• The individual is responsible for independently receiving, documenting, investigating, and coordinating responses on complaints
• Ensures timely investigation of and response to complaints
  • This involves initiating and participating in investigations and corrective action arising from customer complaints
• Maintains current and complete complaint files

Qualifications

• Read and comprehend simple instructions, short correspondence, and memos
• Write simple correspondence
• Effectively present information in one-on-one and small group situations to customers, clients, and other employees of the organization
• Add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals
• Compute rate, ratio, and percent; draw and interpret bar graphs
• Apply common sense understanding to carry out instructions furnished in written, oral, or diagram form
• Must be able to exercise judgment within generally defined practices and policies in selecting methods and techniques for obtaining solutions

Requirements if working Remotely:

• Internet: high speed (min 25mbps), hard wired, <50ms, <5% deviation
• Processor: Intel Core or Intel Pentium >2 GHz
• Memory: 4 GB+ of RAM
• Browser: IE, Chrome, Safari, Firefox
• Operating System: Win10 1909, MacOS 10.15
• Monitor: dual monitors each capable of displaying 1024x768 pixels
• Sound: sound card installed (standard in most computers)
• Virus Protection: up-to-date anti-virus protection installed, always scan mode
• Headset: USB noise-cancelling headset
• Accessories: wireless mouse, keyboard
• Webcam

Education and Experience:

• High school diploma or general education degree (GED), or one to three months related experience and/or training, or equivalent combination of education and experience