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Estas pruebas son utilizadas por profesionales de la salud para obtener información objetiva sobre el uso reciente de medicamentos recetados y/o drogas ilícitas por parte de los pacientes, y ayudan a monitorear la efectividad de los planes de tratamiento. Cada persona que se une a nuestro equipo es clave para nuestra capacidad de apoyar a médicos y pacientes.\n\nResumen general \nEl Defensor del Servicio al Cliente (CSA) trabaja en un entorno de centro de servicio y es el punto de contacto principal para llamadas entrantes, consultas por chat en vivo y casos de soporte al cliente. El objetivo diario del CSA es ofrecer una experiencia excepcional al cliente colaborando con múltiples equipos operativos transversales para resolver problemas del cliente. Las tareas de soporte al cliente incluyen, entre otras: configuración de nuevos clientes, gestión de cuentas y muestras, soporte clínico y facturación, envíos, equipo y consultas sobre suministros. El candidato ideal tendrá experiencia en apoyo administrativo y clerical en el sector de la salud, será autodidacta y se desenvolverá bien en un entorno dinámico centrado en el cliente.\n\nFunciones esenciales \nLas siguientes son ejemplos de las tareas por las cuales la persona en este puesto es responsable. Estas tareas no pretenden ser completas ni exhaustivas y no excluyen que la gerencia asigne otras tareas o proyectos relacionados para los cuales el individuo haya demostrado competencia mediante su desempeño.\n\n- Atender de manera exitosa y efectiva todas las llamadas y casos recibidos en el Centro de Servicio. \n- Mantener registros precisos de las interacciones o transacciones con los clientes, incluyendo detalles de consultas, quejas o comentarios, junto con las acciones tomadas para resolver el motivo de la llamada. \n- Realizar llamadas salientes para obtener información necesaria para completar el procesamiento de muestras o facturación y/o investigar problemas con pedidos. \n- Procesar y gestionar solicitudes de informes modificados, pruebas adicionales, cancelaciones y errores de entrada de datos. \n- Acceder, ingresar, actualizar y mantener información precisa de la cuenta del cliente en el Sistema de Información de Laboratorio, CRM y otras plataformas de software mientras habla con el cliente en tiempo real. \n- Brindar soporte técnico para el portal de clientes de MH. \n- Derivar llamadas y casos a otros departamentos cuando sea apropiado. \n- Asegurar el cumplimiento constante de las políticas, procedimientos y normas de HIPAA, confidencialidad y cumplimiento. \n- Procesar con precisión registros de nuevos clientes, contratos de servicio, acuerdos con clientes y formularios de actualización de consultorios. \n- Utilizar el conocimiento especializado para identificar proactivamente oportunidades de capacitación para los clientes. \n- Establecer relaciones efectivas con una base de clientes interna y externa diversa. \n- Mantener las competencias requeridas para el puesto y las áreas específicas asignadas. \n- Capacidad para garantizar que siempre se cumplan los controles administrativos, físicos y técnicos de ciberseguridad. \n- Realizar otras tareas y proyectos especiales según se asignen.\n\nRequisitos \n- Título asociado o experiencia equivalente requerida. \n- Título universitario altamente preferido. \n- Mínimo de 1 a 2 años de experiencia en servicio al cliente o en un puesto similar donde se haya enfatizado la responsabilidad sobre la experiencia del cliente. Experiencia en el sector de salud o biotecnología preferida. \n- Habilidades avanzadas en servicio al cliente, resolución de problemas, pensamiento crítico y habilidades interpersonales, con enfoque en calidad y profesionalismo. \n- Capacidad para manejar eficazmente altos volúmenes de llamadas entrantes, chat en vivo y correos electrónicos. \n- Capacidad para seguir y cumplir con los procedimientos operativos estándar (SOP) y/o políticas del departamento. \n- Capacidad para comunicarse eficazmente, tanto verbal como por escrito, con clientes, socios y colegas. \n- Gran atención al detalle y capacidad para detectar y corregir errores. \n- Capacidad para realizar múltiples tareas, priorizar y completar tareas, proyectos y asignaciones. \n- Persona autodidacta, capaz de trabajar de forma independiente y colaborativa. \n- Flexibilidad y adaptabilidad ante necesidades cambiantes del negocio. \n- Dominio de MS Office (Excel, Word, Outlook, PowerPoint). \n- Comodidad en el uso de sistemas de telefonía. \n- Experiencia previa con Salesforce y/o bases de datos de soluciones CRM es un plus. \n- Asistencia regular y confiable.\n\nBeneficios \n- Seguros médicos, dentales, de visión y de discapacidad \n- Plan 401k con aporte de la empresa \n- Tiempo libre pagado y días festivos \n- Asistencia para matrícula universitaria \n- Recursos de salud conductual y atención médica \n\nRango potencial de contratación: \nRango salarial: $20 - $24/hora o $41,600 – $49,920/año. \nEl salario ofrecido depende de las calificaciones, experiencia y ubicación geográfica.\n\nMillennium Health es un empleador que ofrece igualdad de oportunidades y acción afirmativa, y participa en E-Verify. 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