Coordinator, Account Management
ICONMA, Myrtle Point, OR, United States
Responsibilities
Intake form monitoring and routing
Customer outreach through email, over the phone, and live chat
Answer an average of 15-40 incoming calls and live chats per day from pharmacies and Sales Team
Attend, engage, and lead in daily team huddles with camera enabled
Attend and engage in cross-departmental meetings
Attend and engage in monthly peer to peer calls
Lead and present on new customer orientation calls
Attend and engage in mentorship meetings
Engage with customers in a non-scripted environment, providing comprehensive support and solutions.
Apply critical thinking to diagnose problems, identify root causes, and determine the most effective course of action.
Clearly differentiate between Tier 1 and Tier 2 support issues, resolving Tier 1 issues efficiently.
Effectively navigate customer calls, managing expectations and ensuring a positive customer experience.
Accurately identify and escalate complex or specialized issues to Tier 2 support with detailed documentation and context.
Maintain a high level of customer satisfaction through professional and empathetic communication.
Requirements
Will possess basic knowledge of all managed care solutions
Confident, articulate and professional speaking abilities
Maintain structured and organized day-to-day responsibilities
Adaptable to the fluctuating healthcare landscape and open to new ideas and concepts
Acts as an advocate and liaison between the customer and the Client organization
Applies basic concepts, principles and technical capabilities to perform routine tasks
Responsible for identifying and tracking customer pain points
Upholds department SOPs and SLAs and department goals
Able and willing to troubleshoot technical issues
Implement processes that improve overall customer experience
Exceptional questioning and active listening skills, with the capacity to ask insightful probing questions.
Strong critical thinking and analytical abilities to assess situations and make informed decisions.
Demonstrated understanding of the distinctions between Tier 1 and Tier 2 support levels and appropriate escalation procedures.
Excellent communication (verbal and written) and interpersonal skills.
Bachelor's degree preferred or equivalent work experience, preferred
1-3+ years of previous customer service experience preferred
Strong communication skills
Prior computer experience using Microsoft Office systems required
Managed care, reimbursement, and in-store pharmacy experience preferred
Strong verbal and written communication skills as well as great listening skills
Organizational skills
Detail-oriented
Multi-task oriented
Possess a strong work ethic and team player mentality
Has a pleasant, patient and friendly attitude
Rapport building with Sales
Ability to work independently effectively without daily oversight
Why Should You Apply?
Health Benefits
Referral Program
Excellent growth and advancement opportunities
ICONMA is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to any status protected by applicable law.
#J-18808-Ljbffr
Intake form monitoring and routing
Customer outreach through email, over the phone, and live chat
Answer an average of 15-40 incoming calls and live chats per day from pharmacies and Sales Team
Attend, engage, and lead in daily team huddles with camera enabled
Attend and engage in cross-departmental meetings
Attend and engage in monthly peer to peer calls
Lead and present on new customer orientation calls
Attend and engage in mentorship meetings
Engage with customers in a non-scripted environment, providing comprehensive support and solutions.
Apply critical thinking to diagnose problems, identify root causes, and determine the most effective course of action.
Clearly differentiate between Tier 1 and Tier 2 support issues, resolving Tier 1 issues efficiently.
Effectively navigate customer calls, managing expectations and ensuring a positive customer experience.
Accurately identify and escalate complex or specialized issues to Tier 2 support with detailed documentation and context.
Maintain a high level of customer satisfaction through professional and empathetic communication.
Requirements
Will possess basic knowledge of all managed care solutions
Confident, articulate and professional speaking abilities
Maintain structured and organized day-to-day responsibilities
Adaptable to the fluctuating healthcare landscape and open to new ideas and concepts
Acts as an advocate and liaison between the customer and the Client organization
Applies basic concepts, principles and technical capabilities to perform routine tasks
Responsible for identifying and tracking customer pain points
Upholds department SOPs and SLAs and department goals
Able and willing to troubleshoot technical issues
Implement processes that improve overall customer experience
Exceptional questioning and active listening skills, with the capacity to ask insightful probing questions.
Strong critical thinking and analytical abilities to assess situations and make informed decisions.
Demonstrated understanding of the distinctions between Tier 1 and Tier 2 support levels and appropriate escalation procedures.
Excellent communication (verbal and written) and interpersonal skills.
Bachelor's degree preferred or equivalent work experience, preferred
1-3+ years of previous customer service experience preferred
Strong communication skills
Prior computer experience using Microsoft Office systems required
Managed care, reimbursement, and in-store pharmacy experience preferred
Strong verbal and written communication skills as well as great listening skills
Organizational skills
Detail-oriented
Multi-task oriented
Possess a strong work ethic and team player mentality
Has a pleasant, patient and friendly attitude
Rapport building with Sales
Ability to work independently effectively without daily oversight
Why Should You Apply?
Health Benefits
Referral Program
Excellent growth and advancement opportunities
ICONMA is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to any status protected by applicable law.
#J-18808-Ljbffr