Patient Services Coordinator

CooperSurgical, Inc

Livingston, NJ - Remote

Position Summary:

This is a position responsible for providing 1st level escalation support to the front-line customer service coordinators in a call center environment. They should be able to provide training and guidance to the staff as needed. The Lead will also enter customer/patient orders as needed. They will also perform problem-resolution activities, business system analysis, and reporting.

Essential Functions:

• Trains all direct front-line customer service new hires.
• Directs and provides information to customers and facilitates the resolution of customer complaints and queries.
• Monitors incoming call queues to ensure service objectives, such as average speed of answer, service level, abandonment rate, and processing times, are met on a daily/monthly basis.
• Provides daily/weekly reporting and analysis on all call center metrics.
• Acts as a first point of contact for all customer service coordinators regarding handling orders/cases.
• Acts as a first point of contact for all customer escalations.
• Alerts management in the event of problems with procedures, information, systems, or negative service situations in area of assignment.
• Resolves and documents complaints from internal and external customers.
• Makes recommendations to management regarding staff and improvement of procedures.
• Performs other duties or assignments as required by management.
• Assist IT with building, implementing, and training team on new systems.

Qualifications:

• Must have 4 plus years in a call center environment/ customer service skills.
• Steadfast customer service focus.
• Proven record of customer service success.
• Willingness to jump in and assist beyond job scope.
• Possess Leadership skills and qualities.
• Proven record of time management ability.
• Proven record of understanding the need of urgency to provide the utmost client/patient care.
• Exceptional work performance
• Strong systems knowledge.
• Ability to show excellent work performance.
• Strong interpersonal and communication skills.
• Ability to build relationships with a diverse variety of customers.
• Exceptional ability to multi-task.
• Ability to work weekends and late evenings based on business needs.
• Accurate data entry and strong organizational skills.
• Ability to take answering service calls during off hours and ensure all patient and clinic emergencies are handled ASAP.
• Working knowledge of Microsoft suite of products including Excel, Word and Outlook.
• Bachelors Degree a must-have.
• Previous order entry, customer service or medical background a plus.
• Ability to interface with various levels of management

About CooperSurgical:

CooperSurgical is a leader in manufacturing and marketing multiple trusted and innovative brands that assist clinicians in improving the health of women, babies and families worldwide. Through an aggressive growth and diversification strategy, CooperSurgical has evolved its portfolio of over 600 products to include products and services used primarily by obstetricians and gynecologists in surgical and medical procedures wherever they occur: in hospitals, surgical centers, medical offices and fertility clinics.

Our Benefits:

For U.S. locations that require disclosure of compensation, the starting hourly base pay for this role is between $28 and $38. The actual base pay includes many factors, and is subject to change and modification in the future. This position may also be eligible for other types of compensation and benefits.

As an employee of CooperSurgical, you'll receive an outstanding total compensation plan. As we believe your compensation goes beyond your paycheck, we offer a great compensation package, medical coverage, 401(k), parental leave, fertility benefits, paid time off for vacation, personal, sick and holidays, and multiple other perks and benefits. Please visit us at www.coopersurgical.com to learn more about CooperSurgical and the benefits of becoming a member of our team.

To all agencies: Please, no phone calls or emails to any employee of CooperSurgical about this opening. All resumes submitted by search firms/employment agencies to any employee at CooperSurgical via-email, the internet or in any form and/or method will be deemed the sole property of CooperSurgical, unless such search firms/employment agencies were engaged by CooperSurgical for this position and a valid agreement with CooperSurgical is in place. In the event a candidate who was submitted outside of the CooperSurgical agency engagement process is hired, no fee or payment of any kind will be paid.

We are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender, gender identity or expression, or veteran status. We are proud to be an equal opportunity workplace.