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Customer Service Representative

Company: Virginia Spine Institute
Location: Reston
Posted on: August 7, 2022

Job Description:

The Customer Service Representative is an integral part of the marketing team and serves as the first impression for new patient prospects who are seeking an initial consultation with one of our physicians. To be successful in the role this outgoing professional will quickly connect with the caller and build rapport while conveying the benefits of our practice, displaying empathy, and converting prospect callers into new patients.
The Customer Service Representative plays an integral role in new patient acquisition for this dynamic, fast-paced concierge medical practice. This position provides an opportunity to represent the practice brand, learn about medical conditions and procedures, and collaborate with the medical team.
This role is a full-time, on-site position based in Reston, VA.

  • Provide a polished, professional phone experience for new patient prospects.
  • Display exemplary customer service that reinforces our concierge model, luxury brand, mission, and core values.
  • Ability to quickly build trust and rapport with the caller and apply sales tactics in order to make the conversion.
  • Responsible for coordinating all aspects of scheduling initial consultation: setting expectations on the process, pairing with an appropriate doctor, detailing insurance coverage, discussing financials, and addressing questions and concerns.
  • Effectively cross-sell other services within the practice.
  • Listen attentively, display empathy, and act in a solution-oriented manner, all while fulfilling the caller's requests while following practice procedures.
  • Detail-oriented ability to meticulously complete required documentation and follow-up protocols.
  • Anticipates the needs of the caller and creative problem-solving.
  • Ability to effectively multi-task; answering phones and carrying on an engaged conversation, all while simultaneously entering data into two software platforms.
  • Collaborates as part of a team and effectively works across departments where necessary; also has the ability to manage and prioritize work independently.
    • Creative Problem Solving: Swiftly assesses an atypical situation and is able to piece together an innovative solution that delights the caller while abiding by practice policy.
    • Detail Oriented: Whether it is in the spoken word, keen listening skills, or data/documentation, the candidate must have a knack for recognizing and documenting key details.
    • Closing Ability: Being able to end each phone conversation with confirmed satisfaction and with the customer feeling that everything has been taken care of.
    • Clear Communication Skills/Ability to Use Positive and Confident Language: Efficiently and effectively communicates practice information, scheduling details, insurance coverage, and financial information. Polished, positive delivery is essential for desired conversion rates.
    • Perceptive: Because of the phone-based nature of this position, one must be naturally suited to read the caller's emotional state/personality/patience over the phone and match their tone, pace, and style.
    • Flexibility: Goal-oriented and eager to learn new skills, understand policies, and adapt processes as the practice and role evolve.
    • Emotional Intelligence: Listening intently to callers and anticipating their needs/reading between the lines is critical for the success of this role.
    • Agility: Ability to swiftly toggle between software systems while actively engaging in conversation and inputting accurate data.
      Sales, customer service, or phone-based experience preferred; Spanish speaking a plus.

Keywords: Virginia Spine Institute, Reston , Customer Service Representative, Hospitality & Tourism , Reston, Virginia

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