Marilyn Anderson Shelby

This role require communicating (fax, phone, email) Hearing Healthcare Providers directly regarding order requirements and take necessary actions needed to correct order or reroute in efficient and accurate manner. This role works closely with Order Entry Specialist, Customer Support Specialist, Sales, Production and Fiance.

• Provide order resolution support to Customer Success Team
• Proactively contact customers on orders that cannot be processed due to missing information, incompatible product selections, discontinued products, pricing or promotional discrepancies, Purchase Order or authorization inconsistencies, etc.
• Responsible for maintaining working knowledge of complex portfolio, provider guidelines and protocols required to follow for authorizing third party referral networks and state/government agencies
• Maintain confidentiality of patient health information and adhere to HIPPAA guidelines
• Ability to consistently meet performance goals and KPIs established for position

• Responded proactively and positively to rapid change.
• Followed up with customers about resolved issues to maintain high standards of customer service.
• Met customer call guidelines for service levels, handle time and productivity.
• Provide responsive and professional customer service to Medical Providers regarding status of medical and dental insurance claims
• Assist in educating and navigating Provider online Portal
• Utilize necessary resources and systems to verify eligibility and verification of benefits.

• Handled customer inquiries and suggestions courteously and professionally.
• Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
• Answered constant flow of customer calls with minimal wait times.
• Answered customer telephone calls promptly to avoid on-hold wait times.
• Perform utility start, stop and transfer of natural gas serives
• Sale Energy related products
• Submit home warranty claims and schedule service appointments
• Process payments, negotiate payment arrangements, trouble shoot and navigate online payment system