Career China Newsletter

• Assist residents with scheduling vaccination appointments, reviewing available options and services to ensure the resident is knowledgeable and properly prepared for their appointment; • Resolve issues and concerns related to appointments and eligibility requirements. Consult with senior peers on more complex issues to resolve concerns. Follows escalation procedures to ensure complex support issues are resolved; • Expertly handle large volumes of inbound/outbound calls professionally and in a timely manner; • Effectively follow call center scripts when asked difficult questions or providing consumers with detailed information; • Ability to navigate between multiple screens in order to provide accurate information to consumers; • Collect and analyze consumer information and inquiries while, maintaining accurate call logs and records of calls; • May assist less experienced peers; • Maintain and improve quality results by adhering to standards and guidelines;