Customer Service Specialist - INR

Primary Job Title: Customer Service Specialist

Location: Livermore, CA

On-site Flexibility: On-site

Contract Details:

• Position Type: Contract
• Duration: 6 months
• Start: ASAP after screenings have cleared
• Pay Rate: $27.00 / Hour (USD)
• Shift / Schedule: Monday Friday, 8:30 AM 5:00 PM (candidates should have flexibility)
• Work Authorization: Applicants must be authorized to work for ANY employer in the U.S. We are unable to sponsor or take over sponsorship of an employment Visa at this time.

Job Summary: This position will be located in Livermore, CA, in the Heart Failure, Acelis Connected Health business unit. The Heart Failure solutions are helping address some of the world's greatest healthcare challenges. As the Customer Service Specialist, you will handle inbound and outbound calls in a fast-paced, high-volume call center. You will interact with customers to assist with demographic, member plan, and physician changes, as well as collect results and create supply orders. You will provide customer service by answering customer concerns, explaining business policies and policy controls, as well as assisting in customer escalations and complaints. The role includes providing testing support, product overview, and basic technology instructions. Customer Service Specialists provide general assistance, as needed, to achieve and maintain patient success and satisfaction with remote monitoring.

Key Responsibilities:

• Handle inbound and outbound customer calls
• Collect, receive, and record INR results
• Utilize call scripting provided when conducting patient phone calls
• Contact the physician for INR results based on the clinic's reporting preferences and as outlined by Acelis Connected Health policies and procedures
• Monitor and assist customers with adherence to prescribed test frequency
• Promote use of digital platforms
• Assist in the use of digital platforms
• Demonstrate knowledge of products used to obtain INR results and assist customers, as applicable
• Maintain responsibility for time management, adherence to schedule, and attendance
• Follow all regulatory policies, procedures, privacy, and security standards in accordance with government agencies, including all HIPAA requirements

Required Skills:

• High attention to detail
• Excellent attendance
• Experience in high-volume call center
• Clear and concise communication, both in writing and verbally, in a professional manner
• Strong computer skills and proficiency in navigating multiple websites and platforms
• Proficiency with Microsoft Office programs and smart devices
• Versatility, flexibility, and willingness to work within constantly changing priorities

Education Requirements:

• High School diploma or equivalent
• MD / DO License required

Required Experience:

• Minimum 2 years of high call volume call center experience

Nice-to-Have Experience:

• 2 years of experience in a high-call-volume call center
• 2 years of experience in a clinical environment
• Associate's degree

Work Environment / Physical Requirements:

• Must be able to work sitting down for extended periods of time
• Must be able to work with a computer and multiple computer screens for extended periods of time
• No lifting over 10 pounds required without assistance

Benefits:

• Medical, Vision, and Dental Insurance Plans
• 401k Retirement Fund

About the Client: Leading healthcare innovator dedicated to improving lives worldwide through a diverse portfolio of medical devices, diagnostics, and nutrition products.

About GTT: GTT is a minority-owned staffing firm and a subsidiary of Chenega Corporation, a Native American-owned company in Alaska. We highly value diverse and inclusive workplaces and support Fortune 500 organizations across banking, financial services, technology, life sciences, biotech, utilities, and retail sectors throughout the U.S. and Canada.

Job Number: 26-05355

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