Job Title: Patient Care Specialist
Location: San Deigo, CA - Remote
Duration: 6 months assignment
Shift: 7:30 AM to 4 PM
 
Position Summary:
Responsible for supporting the daily functions of the Clients Patient Care team. This will include managing email communication to and from both external and internal customers on a daily basis, answering incoming calls and placing outbound calls to these customers, and assisting customers with any questions or inquiries around product training, device functionality and on-going use of the Clients CGM system. Achieve key performance metric goals, blending customer service and problem-solving skills. Ensure all compliance and regulatory measures are being strictly adhered to and deliver quality and timely customer service. Must have a positive, customer-centric attitude, outgoing personality and a passion for helping others. The Patient Care Specialist will be responsible for all inbound and outbound communication pertaining to device training requests for patients, managing the process of tracking and updating patient training request status, and triage and disposition of additional customer inquiries. Responsible for hosting customer facing webinars regarding training and education on the Clients portfolio.
 
Essential Duties and Responsibilities:

• Manage daily flow of all inbound and outbound communication pertaining to patient training requests. Ensure patient training requests are distributed and tracked appropriately.
• Follow up with training staff, when needed, to obtain status updates for patient training requests.
• Maintain training staff records and ensure roster is current and accurate.
• Support the interview, onboarding and hiring process for all new training staff.
• Assist with managing weekly payroll for training staff.
• Utilize Excel to prepare and distribute monthly reports containing program metrics.
• Coordinate email campaigns.
• Strong written and verbal communication is a necessity. Communication must be clear, organized and professional.
• Inbound phone support to provide exceptional service to customers (when time permits.) Need to be able to assess customers’ individual needs and concerns, understand and empathize with those needs and apply customer service tactics to meet those needs. Ability to interview and identify customer needs in a focused an empathetic manner.
• Records customer inquiries by documenting inquiries and responses in customers’ accounts.
• Use dynamic communication skills to identify customers’ unmet needs.
• Responsibilities may shift or be added as program evolves. 

 Required Qualifications:

• Minimum 2+years’ work experience in a Customer Service, Call Center or Patient service environment
• Excellent communication skills
• Excellent Microsoft Office skills
• Comfortable with technology, and quick to learn new technologies/solutions or potential ways to communicate with and contribute to customer success
• Preferred extensive knowledge of Clients products and therapy
• Demonstrated high level of performance
• Experience hosting online classes (preferred)

 Experience and Education Requirements:

• Typically requires a minimum of 4-6 years of related experience and High School diploma/certificate or equivalent.

 
 
  
 
At SPECTRAFORCE, we are committed to maintaining a workplace that ensures fair compensation and wage transparency in adherence with all applicable state and local laws. This position’s starting pay is: $ 30.00/hr.