• Assist Patient's in the new/reorder process • Managing large amounts of inbound calls in a timely manner • Identifying patients needs, clarify information, research every issue and providing solutions • Evaluate patient's demographics and information as needed to complete requested orders • Process orders using Byram customized system (ERP) • Maintain patient's records by updating account information • Recommend additional products that may be necessary or available to the customer

• Handle a large volume of inbound and outbound calls in a timely manner • Follow communication scripts and use knowledge of the companys products and services to go off-script when necessary • Identify customer needs, research issues, resolve complaints, and provide solutions • Maintain ownership of calls throughout the lifecycle of a callers request, including follow-ups with escalation team • Recommend improvements for systems and processes to boost organizational efficiency • Memorize scripts for products and services, and refer to them during calls • Build positive relationships by going above and beyond with customer service, ensuring that all questions, cancellations, and confirmations are handled appropriately • Identify opportunities for driving sales and revenue of the companys existing product suite, and seize opportunities to upsell when appropriate • Meet daily qualitative and quantitative targets for yourself and your team, and achieve all objectives for service, productivity, and quality • Create and maintain record of daily problems and remedial actions taken, using call-center database • Leverage data and insights gathered by the call center to recommend and influence process improvements

• Be the first point of contact for patients needing home healthcare services • Handle approx. 60-65 incoming calls per day from providers, referral sources and patients • Collect clinical and demographic information and enter it into the Advanced Psychiatry Associates portal • Work in a remote high-volume call center environment • Demonstrate excellent empathy and patience to deal with difficult callers or complex requests • Comply with all company policies, including HIPAA/PHI • Strive to meet/exceed individual performance goals in the areas of Call Quality, Attendance, Adherence, and other Contact Center objectives

• Written and telephone customer support (non-sales) • Handling customer inquiries related to the client’s products and services • Post-call documentation and updating customer records • Increasing customer satisfaction by promptly handling incoming requests