COURTNEI HARDWELL

Duties/Responsibilities:

• Make an average of fifty outbound calls per hour placed by an automatic dialer system to offer, explain, and schedule a free in-home or virtual health evaluation with a provider.
• Follow multiple health plan approved scripts, ensure members understand and are comfortable with the terms, and respond to rebuttals persuasively and with professional courtesy.
• Present a positive, professional, and high energy approach to clients, health plan members, and team members.
• Display a professional and cheerful manner with health plan members, clients, and fellow team members.
• Meet daily goals set by the department.
• Adjust, reschedule, and cancel appointments with both members and contracted providers, as requested.
• Monitor performance results including appointments, calls, handle time, and productivity using designated reporting systems.
• Track personal reporting results (appointments scheduled, outbound call volume, productivity) using reporting systems.
• Report member complaints and escalations immediately to the provider and Community Experience department.
• Participate in peer side-by-side coaching as needed.
• Engage in training and coaching as needed.
• Follow HIPAA and other security and privacy guidelines when managing protected health information accessed during normal work activities.
• Be at work on time and consistently.

• Develop and implement plans to generate leads, increase client referrals, and build awareness.
• Build and maintain relationships with healthcare professionals, hospitals, rehabilitation centers, assisted living facilities, and other referral sources.
• Participate in company meetings, market feedback, identify potential customers, and assist in marketing strategies and planning.
• Responsible for attending and creating community marketing events.
• Responsible for conducting new client home assessments and re-assessments.
• Responsible for sales intake calls and supporting clients need
• Responded promptly to inquiries from members of the public regarding programs and services provided by organization.
• Maintained accurate records of all outreach activities including contacts made and outcomes achieved.
• Attended networking events and served as an ambassador for organization's mission and vision.
• Collaborated with internal teams on marketing initiatives that supported community engagement efforts.
• Participated in public speaking engagements at schools, churches, civic organizations.
• Coordinated volunteer activities and initiatives to promote program objectives.
• Cultivated relationships with local organizations to increase visibility in the community.

• Monitored call quality and provided individual constructive feedback to enhance performance and address areas in need of improvement.
• Trained team members on performance metrics and consumer behavior identification.
• Supervised 20 tier 1 call center reps in providing excellent customer service to callers requiring assistance for account issues.
• Executed Monthly Performance Plans with representatives to to identify production gaps.
• Increased efficiency and productivity through effective staff training regarding customer service protocols and call resolution techniques.
• Improved organizational efficiency by effectively recruiting new hires and supporting management with personnel decisions.
• Collaborated with training team to boost product support and certification training initiatives.
• Evaluated employee performance reviews based on specific criteria set forth by management.
• Ensured all customer inquiries were handled in accordance with company standards and regulations.
• Conducted regular team meetings with customer service staff to discuss issues or changes in policies and procedures.
• Resolved escalated customer disputes in a timely manner while maintaining good relationships with customers.
• Supervised and trained customer service staff to ensure excellent customer service delivery.
• Assisted in developing training materials for new hires as well as existing employees.

• Handled advanced issues with calm, knowledgeable and professional approach.
• Generated reports detailing metrics such as call times and satisfaction ratings.
• Motivated employees to increase productivity and maximize service quality with hands-on leadership style.
• Responded to team support questions quickly to maintain call center efficiency.
• Increased efficiency and performance by monitoring team member productivity and providing feedback.
• Exhibited high energy and professionalism when dealing with clients and staff.
• Oversaw team of 20 agents.
• Analyzed customer feedback data to identify areas of improvement.
• Assisted in resolving escalated customer complaints or issues in a timely manner.
• Monitored customer interactions with the team to identify areas of improvement or opportunities for growth.
• Collaborated with other departments to ensure that customers' needs were met within established timelines.
• Conducted regular performance reviews for each member of the team to monitor progress and provide feedback.
• Maintained an up-to-date knowledge base of products, services, pricing information, processes.

• Broke down and evaluated user problems, using test scripts, personal expertise, and probing questions.
• Responded to inquiries by phone, email and walk-up requests.
• Walked user through series of steps to determine problem and implement likely solution.
• Used established procedures to identify critical customer and system issues and escalate problems to appropriate person or group.
• Logged activities in tracking system to maintain accurate, timely records.
• Maintained updated knowledge through continuing education and advanced training.
• Exceeded customer satisfaction by finding creative solutions to problems.
• Demonstrated strong problem-solving skills, resolving issues efficiently and effectively.
• Assisted with customer requests and answered questions to improve satisfaction.
• Worked effectively in team environments to make the workplace more productive.

• Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
• Handled customer inquiries and suggestions courteously and professionally.
• Answered constant flow of customer calls with minimal wait times.
• Answered customer telephone calls promptly to avoid on-hold wait times.
• Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
• Delivered exceptional customer service to every customer by leveraging extensive knowledge of products and services and creating welcoming, positive experiences.
• Adhered to company policies and scripts to consistently achieve call-time and quality standards.
• Achieved high satisfaction rating through proactive one-call resolutions of customer issues.
• Responded to customer calls and emails to answer questions about products and services.
• Provided excellent customer service to resolve customer complaints in a timely manner.
• Maintained a high level of professionalism when dealing with difficult customers.
• Resolved complex problems by working with other departments to provide solutions that meet customer needs.
• Identified areas of improvement in customer service processes and suggested changes accordingly.
• Answered customer inquiries and provided accurate information regarding products and services.
• Answered customer inquiries via phone, email, and chat.
• Developed strong relationships with customers by providing personalized assistance and support.

• Followed up with customers after completed sales to assess satisfaction and resolve technical or service concerns.
• Showcased product features to customers and discussed technical details to overcome objections and lock in sales.
• Processed customer orders and inquiries via phone, email and, in-person communication to foster top-quality service delivery.
• Promoted new products and services to existing customers, driving revenue growth and satisfaction.
• Obtained referrals with existing clients to generate new business, boosting overall sales.