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Your online psychiatry and & therapy office.
Care Agent
Location
Philippines
Posted
16 days ago
Salary
0
Seniority
Mid Level
No structured requirement data.
Job Description
Care Agent
Lavender
Role Description 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: - 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. - Understand our scope of care and guide clients appropriately; direct clients to external resources if they are not a fit for Lavender. - Handle appointment booking, including sending forms, verifying insurance, managing client documentation, sending lab requisitions, and ensuring clients have follow-up appointments booked. - Support all clients' needs and escalate issues when appropriate. Support for Nurse Practitioners: - Be proactive and responsive to communication with nurse practitioners in support of scheduling, clients' needs and communication. - Maintain awareness of NPs on shift and direct 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: - Monitor 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. - Escalate unresolved credit card or insurance issues according to policy. - Manage ticket documentation to support data collecting. Qualifications - 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. How to Apply 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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