Job Closed

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Lavender logo
Lavender

Your online psychiatry and & therapy office.

Care Agent

Location

Philippines

Posted

102 days ago

Salary

0

Seniority

Mid Level

Job Description

Care Agent

Lavender

The Opportunity We are currently seeking a Concierge Team Agent to join our Concierge team! If you are customer service driven, excited to make a difference in the lives of others by helping them seek access to quality mental health care, and are results oriented then this position may be for you! We are a growing organization that is a remote working environment, and offers a positive work culture and fun company events. Responsibilities: The Concierge team agent is responsible for creating a positive first impression and supporting clients in accessing Lavender care as well as supporting documentation and billing. Duties include but are not limited to: Client care: - Be the first point of contact for new or existing clients with kindness, timely/accurate responses to the queries. - Monitor and respond to incoming communication channels in a timely manner (ie: phone, email, text and chatbox) client inquiries and making every effort to convert them to a client in a kind, compassionate manner. - Understanding our scope of care and guiding clients appropriately; directing clients to external resources if they are not a fit for Lavender. - Handling appointment booking, including sending forms, verifying insurance, managing client documentation, sending lab requisitions, and ensuring clients have follow-up appointments booked. - Supporting all clients needs and escalating issues when appropriate. Support for nurse practitioners: - Being proactive and responsive to communication with nurse practitioners in support of scheduling, clients needs and communication . - Maintaining awareness of NPs on shift and directing inquiries as appropriate. - Provide immediate response to symptom management issues. - Apply critical thinking in managing client concerns that are seeking support and escalate when appropriate. Ticket management: - Monitoring existing client tickets to progress them to closure in a timely manner with a positive outcome. - Ensure continuous review of 21/45 day follow up bucket. - Review new and unassigned buckets on a continuous basis. - Complete unscheduled follow up and missing information tickets regularly and close off in a timely manner, making every attempt to maintain the client under our care. - Escalating unresolved credit card or insurance issues according to policy. - Managing ticket documentation to support data collecting. The candidate: - 3+ years of experience in a call centre or sales-related environment - Sales-driven with proven ability to convert leads - High emotional intelligence, excelling in empathetic client communication - Stellar communication skills, phone and email etiquette - Highly efficient and goal oriented with a client-centric work ethic - Able to handle difficult clients with patience, kindness and compassion - Adaptable to changing processes - Tech savvy with computers, phones, online software systems and apps - Must have own computer and a quiet, professional space to work from home To apply for this position please submit your resume and application at www.joinlavenders/careers.com. We thank all applicants that apply!

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