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HR HealthCare · 1 month ago

Customer Experience Lead

Woodstock, GA, USA

Full-time

Onsite

Mid Level

HR HealthCare is focused on enhancing patient services, and they are seeking a Customer Experience Lead to support customer experience, patient intake, and operations processes. The role involves managing new customer intake, ensuring proper documentation, and facilitating communication among team members to ensure timely service delivery.

BiotechnologyMedicalPharmaceutical

Responsibilities

Manages New Customer Intake to ensure prompt processing of new referrals

Utilizes Brightree Software and CRM to ensure all relevant information is recorded properly for delivery and insurance processing

Manages Customer Re-orders to ensure prompt delivery of patient products

Each Customer Experience Lead will be expected to maintain a patient load of approximately 50-150 patients to confirm their initial order was correct and they are ready to place re-orders

Once CEL has properly established patient re-orders they will utilize their team of CERs to process continued re-orders

CEL will be responsible for conducting daily Pod Stand Up meetings

These meetings are designed to create open communication between CEL, CERs, MRS, and TMs

Each meeting will be no more than 30 minutes and address all open scripts and issues with each TM

Manages reviewing initial patient file to ensure all documents are present and up to date prior contacting the patient

Documents include prescriptions, medical records, patient handouts, and Prior Approvals

Should any document not be in compliance, CER will communicate with MRS and TM to ensure timely receipt of all required documentation and send samples to patient

Once Documents are reviewed, the CEL will contact the patient to enquire about the need for initial order

CEL will confirm all products that are needed, the quantity the patient has on hand, whether or not the patient is in an active Home Health episode, confirm any address or insurance changes prior to order

After confirmation of Order, the CER will complete the Sales Order, and Purchase Order, and confirm the order has been sent to the appropriate fulfillment agent

Qualification

Brightree SoftwareCRMData entryReporting & schedulingMicrosoft OfficeDependabilityExperience orienting employeesVerbal communicationOrganizational skillsConfidentialityTeamworkWork independently

Required

High level of verbal communication skills required

Data entry skills

Reporting & scheduling skills

Experience maintaining employee files

Dependable

Organized

Confidentiality

Able to work independently

Experience orienting employees

Teamwork

Microsoft office skills

Data entry skills

Company

HR HealthCare

HR HealthCare is a professionally managed, family-owned company headquartered in York, PA, that specializes in the development, manufacture, and supply of healthcare products with integrated technology and support services to meet diverse healthcare needs.

Founded in 2008