Enrollment Services Specialist
Abbott
Livermore, California
Full-Time
$22
OfficeSenior
Job Title
Enrollment Services Specialist
Working at Abbott
At Abbott, you can do work that matters, grow, and learn, care for yourself and your family, be your true self, and live a full life. You’ll also have access to:
Working at Abbott
At Abbott, you can do work that matters, grow, and learn, care for yourself and your family, be your true self, and live a full life. You’ll also have access to:
The Opportunity
This position works out of ourLivermore, CAlocation in theAbbottHeart Failure,AcelisConnected Health business. OurHeart Failuresolutions are helping address some of the World’s greatest healthcare challenges.
AsanEnrollment ServicesSpecialist,you’llhave the chance tomanage new customer accounts and leads. You willreviewbenefitscoverage, place orders, collectmissinginformation and transfer calls as needed to theappropriate departments. The Enrollment ServicesSpecialistgoal is to strive for high quality interactions to ensure customers understand the onboarding process and toreport anyopportunity for improvements to managementin order toimprove the patient experience in the future.
What You'll Work On
The following reflects management’s definition of essential functions for thisjob, butdoes not restrict the tasks that may be assigned. Management may assign or reassign duties and responsibilities to this job at any time due to reasonable accommodation or other reasons.
Handle escalated customer calls and situations
Monitor all department queues
Create and distribute department Tier email
Run department reporting
Monitor and distribute and/or handle department email box
Assign and dispatch cases to trainers for training
Place meter and/or supply orders for customers
Place trainer supply orders
Follow up with trainers on pending training assignments
Handle inbound and outbound trainer calls
Handles outbound and inbound calls, providingcustomers anoverview of the program and responding to questions about the program enrollment, encourages immediate assessment of enrolled participants
Able to meet established performance metrics thatinclude:Quality, Conversions, and Operational Efficiency.
Able to overcome objections quickly and accurately.
Utilizes multi-media resources to accurately process participant information; obtaining all demographic information on new participants and inputs intocomputertoinitiatemedicalrecord.
Tracks productivity as assigned.
Develops rapport with participants and adjusts to their communication style.
Providesaccurateand compelling information aboutAcelisConnected Health’s programs and services.
Handles change in a fast paced, team environment.
Adheres to company policies and procedures, including business dress code.
Available to work any shift during operating hours.
Required Qualifications
One (1) to four (4) years’high volume call center experience
High School diploma or equivalent
Position requires heavy data entry
Some secondary educational coursework in applicable field desired
Ability to use thinking and reasoning skills to solve problems
Able toutilizejob aids and reference materials to accurately process participant questions and requests.
Takes initiative on assignments and projects
Demonstratesabilityto multi-task in a dynamic work environment.
Works well in an unstructured environment and when faced with new or undefined situations; understands how to assess a situation, how to use tools and resources and when to hand-off forappropriate resolution
Assumes personal ownership of his/herresults:takes responsibility for and pride in achieving successful results; if goals are missed, holds him/herself accountable for improvement
Demonstrates a strong work ethic andappropriate senseof urgency; is committed to seeing tasks through to completion
Quicklyidentifiesand effectively aligns with different communication styles; is professional and positive in interactions with others andis able toestablishrapport quickly
Displays fluency when using language (both verbal and written); has a solid knowledge of grammar,syntaxand style;utilizesappropriate voicetone,speedand inflection
Can speak persuasively whilemaintaininga positive customer experience
Listens for meaning, asks probing questions and considers what others have to say
Regardless of outcome,demonstratesexceptional customer services skills that included (but not limited to): courtesy, personalization, acknowledgement/empathyand flexibility
Displays drive,energyand initiative.
Demonstrates personal integrity in dealing with others.
Demonstrates a strong customer serviceorientation, andtakes responsibility to follow through on commitments to customers.
Behaves professionally and uses good judgment in all interactions in which he/she is likely to be viewed as a representative ofAcelisConnected Health
Enthusiastically supports Enrollment Services activities,contestsand events
Shows respect for other members of the team
Resolves service problems bydeterminingthe cause and selecting bestpossible solution
Ability to make decisions while following company procedures
Assistswith any special projects as directed by manager
Maintains a culture of accountability and standards
Follows all regulatory policies, procedures, privacy, and security standards
Completes requiredAcelisConnected Health programs for compliance
Knowledge of customer support philosophy andobjectivesrequired
Successfully meet orexceededsales quotas in a performance-based workplace.
Demonstrates strong attention to detail to meet health carerecordscompliance.
Able to use multiple computer applications.
Able to useACDtelephone system.
Preferred Qualifications
Proficient on Microsoft office programs and keyboarding, specifically Outlook, Word, and Excel
Use current technology and informatics
Proficient in Windows based applications and Internet
Basic understanding of the company LMS (METRO/LERN)
Physical Requirements
Must be able to work at a computer workstation for extended periods of time
No lifting over 10 pounds required withoutassistance
Learn more about our health and wellness benefits, which provide the security to help you and your family live full lives: www.abbottbenefits.com
Follow your career aspirations to Abbott for diverse opportunities with a company that can help you build your future and live your best life. Abbott is an Equal Opportunity Employer, committed to employee diversity.
Connect with us at www.abbott.com, on Facebook at www.facebook.com/Abbott, and on Twitter @AbbottNews.
The base pay for this position is
$22.50 – $45.00/hourIn specific locations, the pay range may vary from the range posted.