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Job Purpose Successfully inform and convert new perspective patients regarding available procedures, treatments and services while scheduling initial consultation appointments. Job Summary The New Patient Consultant’s primary objectives are derived on the premise of providing excellent customer service with the ability to interpret the desired outcome of the individual inquiring by way of educating on potential patients on the various procedures, intelligibly answering questions, scheduling consultations/treatments appointments as appropriately within the various platforms. The New Patient Consultant acts as a liaison between the patient and clinic with the upmost care and respect when addressing the patient’s needs or concerns. Understands the importance of solid interpersonal, communication, and sales aspects, while being conscious concerning the sensitive nature of the individual inquiry(ies).
Essential Duties and Responsibilities Is prompt concerning shift arrival time. Answer multi-line incoming calls with excellent phone demeanor; warm friendly tone, articulate speech, and intelligible responses to patient inquiries. Ability to establish good rapport over the phone within a short duration. Correctly understands and assesses the patient needs, BMI, and other eligibility requirements when scheduling consultation appointments. Seeks accurate answers to unknown questions or scenarios that have unfamiliarity. Acknowledge and identify any patient deficiencies that may assist the Patient Care Consultant at the local level. Accountable for the consistency and accuracy of entering patient data within the proper platforms. Have a complete and thorough understanding of all procedures, treatments and product offerings. Responsible for adhering to the established protocol and methods outlined during initial training. Responsible for cleanliness and organizational aspects pertaining to the functionality of the position. Develop ability to work without constant direct supervision and use down time efficiently. Maintain an upbeat positive attitude that contributes towards a quality work environment. Regularly attend, participate in, and support training provided in staff meetings. Be flexible with your schedule, supporting the needs of organization and co-workers. Assist in all areas of operation as requested by management and other personnel as may be required. Communicate to management any and all occurrences involving staff or patients that require immediate attention. Focuses on the utmost attention to detail and ability to multitask throughout the entirety of the workday. Confident phone skills and the “go-to” mentality to pick up the phone and reach out to prospective patients. Avid follow-up, as outlined during initial training. Regular email communication and professional writing skills in efforts to schedule consultation appointments. Constant tracking of calls, emails, and communication trails between staff and future clientele. Team player with the ability to produce results on an individual basis and see “big picture” effects on the company as a whole. |
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Position Requirements Must be a meticulous individual that pays close attention to detail and able to multi-task. Possess a positive attitude, desires to help others by providing excellent patient satisfaction, and service knowledge. Is an enthusiastic, devoted, team player individual with an exceptional personality and a warm welcoming voice. Understands the importance of having intelligible responses to patient inquires. Possess a spontaneous desire to assist others and provide excellent customer service while being passionate within your role. Dependable, organized, and flexible. Ability to provide excellent patient customer service, while being efficient and productive. Has a knack for being able to resolve patient issues in a timely fashion. Ability to learn quickly, retain training, problem solve and think independently. Must have enthusiasm and possess a certain level of sales abilities when talking to the patient. Enjoy working with people and possess a friendly and outgoing personality. Excellent communication skills, patience and be team oriented. Professional writing skills and the capability to derive answers and responses to continuous incoming phone calls and emails. Capable of creating, editing, and sending Microsoft word, excel, and outlook. Ability to think quickly and respond in high pressure situations.
Education and Experience Requirements Minimum of High School Diploma. 2 plus years of call center operations and or phone oriented/customer service position. Sales experience preferred but not required. Cosmetic or medical experience preferred but not required. Adept with software programs; computer literate to include; Microsoft word, excel, outlook, and other scheduling software. *Note* All duties and requirements stated above are essential job functions. This job description in no way states or implies that these are the only duties to be performed by the staff occupying this position. Staff members may be required to perform other job-related duties as instructed by their supervisor. |
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