Role Description Are you naturally an empathetic communicator who enjoys making an impact in patients' lives? Do you love turning a tough caller's day around and doing right by patients, all while hitting your productivity goals? If you're looking for a rewarding career in healthcare service, a supportive team culture, and respect for your work-life balance (including Sundays off), you've found your match. Your Role as a Patient Service and Sales Call Center Representative: - Communicate directly with new Advanced Rx patients over the phone to process their prescription orders while providing best-in-class customer service. - Play a critical role in ensuring patients receive their compound medication prescriptions promptly, ensuring patient satisfaction, and helping drive new patient revenue and OTC sales. Your responsibilities will include: - High-Volume Engagement: Placing a high volume of outbound calls to patients daily to process medication orders. - Inbound Support: Taking incoming phone calls from patients to answer questions, refill prescriptions, and process orders. - Data Accuracy: Verifying patient information (demographics, health history, current medications, allergies) in our computer software, ensuring all information is complete and accurate. - Patient Education: Educating patients on the process for a customized compound medication, options for payment, insurance, shipping, and medication usage. - Revenue Growth: Recommending and upselling our additional sinus treatment products (OTCs) to patients based on their specific needs. - Collaboration: Responding to patient questions knowledgeably and efficiently; referring to the correct department where appropriate and collaborating with other departments to resolve patient issues. - Positivity & Accountability: Projecting a positive attitude to enhance every patient's experience while staying accountable to daily, weekly, and monthly performance and activity metrics. - Multi-Tasking: Navigating multiple web-based systems, shared drives, emails, and job aids simultaneously to maximize customer experience and call outcomes in a fast-paced environment. Qualifications - 2+ years of experience working directly with customers in a contact center environment or sales capacity. - Proven track record of reaching performance metrics for customer satisfaction, call activity, conversion rates, and case resolution rates. - Growth-minded and motivated by customer satisfaction and having a direct impact on company success. - Excellent verbal and written communication skills with special attention to detail. - Strong attendance and punctuality are strictly necessary for all training and scheduled shifts. - Tech-savvy with the ability to navigate multiple web-based platforms efficiently including Google Suite, Salesforce, Slack, shared drives, and email. Requirements - Deeply Empathetic: You genuinely care about helping others and can convey warmth and understanding over the phone. - Unshakeable & Adaptable: Patient "curveballs" don't throw you off; you can pivot a conversation smoothly. - Grace Under Pressure: You stay calm, cool, and collected - never flustered. - Thick-Skinned & Resilient: You don't take it personally when customers are short with you or frustrated by a process they don't yet understand. You view it as an opportunity to educate and reassure them. Benefits - Paid Time Off and Paid Holidays to relax and recharge. - Comprehensive Health Benefits to cover you and your family. - Investments in your future, through a 401(k) with Company Matching. - Training and opportunities for Career Growth. Compensation - Starting Pay: $20-$21 per hour. - Opportunities for performance-based bonuses. Schedule & Availability - Operational Hours: Must be available to work shifts Monday - Friday between the hours of 8:30 AM and 7:00 PM. - Rotating, half-day Saturdays (11:00 AM - 3:00 PM) required. - Shift Details: Scheduled for 8.5-hour shifts daily, which includes a 30-minute break. Location - Fully Remote. Advanced Rx can employ candidates located in the following states: Arizona, Florida, Georgia, North Carolina, New Jersey, Ohio, Pennsylvania, Puerto Rico, Texas, and Tennessee.