[Remote] Customer Experience Advocate (Healthcare)

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Note: The job is a remote job and is open to candidates in USA. Kelly Professional & Industrial is seeking a dedicated Customer Experience Advocate for their inbound call team to support clients in the biopharmaceuticals industry. The role focuses on assisting patients and healthcare providers, managing inquiries, resolving issues, and ensuring customer satisfaction through exceptional service.


Responsibilities

  • Answer inbound calls promptly and professionally while striving for one-call resolution
  • Serve as the primary point of contact for inquiries and escalations from in-bound calls
  • Support patients, healthcare provider offices and field teams with information collection, benefit verification savings program access, specialty pharmacy triage, and shipment set up.
  • Assist customers with inquiries regarding products and services.
  • Resolve customer complaints and provide appropriate solutions.
  • Accurately document customer interactions in the database.
  • Maintain a thorough understanding of product offerings to effectively assist customers.
  • Adhere to company policies and procedures while providing high-quality service.
  • Collaborate with team members to enhance customer experience.
  • Meet or exceed performance metrics, including call response time and customer satisfaction scores.
  • Provide process feedback and suggest service delivery improvements.
  • Ensure customers receive accurate product and service information to make informed decisions.
  • Promptly resolve customer complaints and issues, escalating complex problems to management when necessary.

Skills

  • High school diploma or equivalent
  • Minimum of 2 years’ experience in healthcare setting with a focus on a customer service role
  • Excellent communication and interpersonal skills.
  • Strong problem-solving skills and ability to think on your feet.
  • Ability to work in multiple systems at one time
  • Proficient in using customer service software, databases, and tools.
  • Ability to work in a fast-paced environment and handle stress effectively.
  • Ability to work shift between 8am – 8pm EST.
  • Experience reading a phone script

Benefits

  • Med/Den/Vis
  • PTO
  • Paid Holidays

Company Overview

  • When you have the market’s best talent on your side, there’s no limit to what you can achieve. It was founded in 1946, and is headquartered in Troy, Michigan, USA, with a workforce of 1001-5000 employees. Its website is https://pi.kellyservices.us/.

    • Company H1B Sponsorship

  • Kelly Professional & Industrial has a track record of offering H1B sponsorships, with 64 in 2025, 78 in 2024, 70 in 2023, 75 in 2022, 81 in 2021, 65 in 2020. Please note that this does not guarantee sponsorship for this specific role.

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