Patient Success Representative

JOB DESCRIPTION AND KEY RESPONSIBILITIES
Answering phone calls professionally as well as emails and chat from patients and responding to inquiries and concerns.
Handling and resolving patients’ issues regarding their medication, subscription, patient profile and all other issues related to their weight loss program.
Providing patients with the company’s services and product information.
Consistently providing a positive experience to all patients by utilizing all available resources to address patients’ issues/concerns.
Setting the right expectation to patients on all internal processes.
Escalation of issue to the appropriate department when necessary.
Following up patients issue where required.
Identifying and escalating internal issues and reporting to the appropriate department.
Ticket documentation and proper tagging.
Customer retention.

SKILLS AND COMPETENCIES
Excellent customer service skills.
Able to handle phone, email and chat support.
Effective communication skills both written and oral.
Ability to multitask.
Creative problem solving.
Display a positive, empathetic and professional attitude towards all patients at all times.
Organizational skills.
Customer retention.
Team player.

REQUIREMENTS
Must be college level with 2 years BPO experience.
Experience in handling phone, email and chat is a plus.
Experience in sales and retention account is an advantage.
Has a working space at home that is conducive for WFH setup (free from background noises).
Has either a laptop or PC and high-speed internet connection. Back-up power supply is also necessary.