NFP
Overview
Who We Are NFP, an Aon Company, is a multi-year Best Places to Work award winner in Business Insurance. We are an organization of consultative advisors and problem solvers. We help companies and individuals around the globe address their most significant risk, workforce, wealth management and retirement challenges through custom solutions and a people-first approach. To learn more, please visit: https://www.NFP.com Summary
The Customer Center Representative is responsible for scheduling tests for procedures for radiology patients and serves as a liaison between the Company and its clients, assisting with appointment requests. Responsibilities
Handle a large volume of inbound calls in a timely manner. Greet patients in a professional and courteous manner via telephone. Explain examinations and answer patient questions to gain patient cooperation. Screen the client information to determine if all required information is completed and correct to coordinate an appointment for a radiology study. Follow communication scripts and use knowledge of the company’s services; go off-script when necessary. Maintain ownership of calls throughout the lifecycle of a caller’s request, including follow-ups with escalation team. Build strong relationships with customers. Have complete knowledge of the information that will be provided in every call. Have complete knowledge of the computer systems available to access information and manage a phone call. Communicate and document results of service requests to clients through the provided client tool and by telephone, including correctly categorizing the issue in the system. Apply appropriate telephone etiquette to satisfy various customer situations by identifying voice skills to enhance telephone presentation. Performs other duties as assigned by Supervisor. Knowledge, Skills, and/or Ability
Planning and organizational skills with the ability to handle multiple tasks in a fast-paced environment. Bilingual (Spanish and English) Strong computer skills including proficiency with Microsoft Office applications (Excel, PowerPoint, Word and Publisher). Customer service oriented. Attention to detail. Problem solving and analytical skills. Excellent communication (verbal and written) and interpersonal skills. Ability to identify and escalate issues before they become major problems. Ability to work under minimal supervision and complete work on time and accurately. Teamwork orientation. Align with corporate values: Integrity, Teamwork, Value for Customers and Performance Driven. Base knowledge in ICD-10 codes (International Classification of Disease) and CPT (Current Procedural Terminology) is preferred. Education and/or Experience
High School Diploma. Experience in Customer Service Call Center is preferable. Essential commitment, attendance, and punctuality. Excellent time management and organizational skills. Excellent verbal and written communication skills. Knowledge of MS Office Word and Excel. Certificates, Licenses, Registration
None Working Conditions
Team-work environment. Climate controlled office environment. What We Offer
NFP offers a competitive salary, PTO and paid holidays, 401(k) with match, exclusive discount programs, health and wellness programs, and more. Our people-first culture focuses on building and nurturing lifelong relationships with our employees because, at the end of the day, we exist to be there for others. NFP and You... Better Together! NFP is an inclusive Equal Employment Opportunity employer. Equal Opportunity Employer. This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights notice from the Department of Labor.
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Who We Are NFP, an Aon Company, is a multi-year Best Places to Work award winner in Business Insurance. We are an organization of consultative advisors and problem solvers. We help companies and individuals around the globe address their most significant risk, workforce, wealth management and retirement challenges through custom solutions and a people-first approach. To learn more, please visit: https://www.NFP.com Summary
The Customer Center Representative is responsible for scheduling tests for procedures for radiology patients and serves as a liaison between the Company and its clients, assisting with appointment requests. Responsibilities
Handle a large volume of inbound calls in a timely manner. Greet patients in a professional and courteous manner via telephone. Explain examinations and answer patient questions to gain patient cooperation. Screen the client information to determine if all required information is completed and correct to coordinate an appointment for a radiology study. Follow communication scripts and use knowledge of the company’s services; go off-script when necessary. Maintain ownership of calls throughout the lifecycle of a caller’s request, including follow-ups with escalation team. Build strong relationships with customers. Have complete knowledge of the information that will be provided in every call. Have complete knowledge of the computer systems available to access information and manage a phone call. Communicate and document results of service requests to clients through the provided client tool and by telephone, including correctly categorizing the issue in the system. Apply appropriate telephone etiquette to satisfy various customer situations by identifying voice skills to enhance telephone presentation. Performs other duties as assigned by Supervisor. Knowledge, Skills, and/or Ability
Planning and organizational skills with the ability to handle multiple tasks in a fast-paced environment. Bilingual (Spanish and English) Strong computer skills including proficiency with Microsoft Office applications (Excel, PowerPoint, Word and Publisher). Customer service oriented. Attention to detail. Problem solving and analytical skills. Excellent communication (verbal and written) and interpersonal skills. Ability to identify and escalate issues before they become major problems. Ability to work under minimal supervision and complete work on time and accurately. Teamwork orientation. Align with corporate values: Integrity, Teamwork, Value for Customers and Performance Driven. Base knowledge in ICD-10 codes (International Classification of Disease) and CPT (Current Procedural Terminology) is preferred. Education and/or Experience
High School Diploma. Experience in Customer Service Call Center is preferable. Essential commitment, attendance, and punctuality. Excellent time management and organizational skills. Excellent verbal and written communication skills. Knowledge of MS Office Word and Excel. Certificates, Licenses, Registration
None Working Conditions
Team-work environment. Climate controlled office environment. What We Offer
NFP offers a competitive salary, PTO and paid holidays, 401(k) with match, exclusive discount programs, health and wellness programs, and more. Our people-first culture focuses on building and nurturing lifelong relationships with our employees because, at the end of the day, we exist to be there for others. NFP and You... Better Together! NFP is an inclusive Equal Employment Opportunity employer. Equal Opportunity Employer. This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights notice from the Department of Labor.
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