Job Title: Customer Service 
Job Duration: 12 Months (with possible extension)
Location: Orlando, FL


Description:

About the Role:
The Customer Service Specialist will handle inbound and outbound calls in a call center within the Professional Services Division. The role involves providing customer service, answering customer concerns, explaining business policies, assisting in customer escalations, and providing testing support, product overviews, and basic technology instructions. Bilingual-English/Spanish candidates are preferred but not required.

• Responsibilities:
• Handle inbound and outbound customer calls with excellent phone etiquette
• Collect, receive, and record INR and other results
• Utilize call scripting provided during patient phone calls
• Contact physicians for INR results based on clinic preferences
• Monitor and assist customers with adherence to prescribed test frequency
• Promote and provide assistance in the use of digital platforms
• Demonstrate knowledge of products used to obtain INR results
• Ensure time management, schedule adherence, and attendance
• Follow all regulatory policies, procedures, privacy, and security standards including HIPAA requirements

Education Qualification:

• High School Diploma/GED
• 2+ years of experience in a Customer Service environment
• Experience working within a Call Center environment and off a que
• Preferably experience in healthcare or medical environment
• Proficiency in MS Office suite (Word, Excel, Outlook)
• Strong verbal and written communication skills
• Bilingual-English/Spanish candidates preferred but not required

Required Skills:

• Excellent phone etiquette
• Attention to detail and good attendance
• Ability to effectively communicate at multiple levels in the organization