Job Information
Atrium Health Customer Care Specialist - Material Resource Management- Atrium Health- FT in Charlotte, North Carolina
Job Summary
Responds to all incoming calls and acts as a liaison in problem solving, research, expediting orders and dispute resolution for Materials Resource Management. Serves as the lead link between the customer and the call center in the delivery of prompt, efficient customer-focused service.
Essential Functions
Answers incoming calls in a high volume call center environment which includes first line assistance at handling concerns, answering questions and research for any type of material supply issues such as stock, non-stock, capital orders, delivery concerns, product failures, new product requests process and equipment repair process inquiries.
Processes any expedited requests during normal business hours.
Communicates effectively and appropriately maintaining a positive relationship with customers, both internal and external, ensuring service level expectations have been met through follow-up or contact with the customer, or an alternate solution was identified.
Maintains patient privacy and confidentiality by adhering to HIPAA guidelines.
Follows written policies and procedures when responding to customer requests and works well with teammates.
Uses effective listening skills and communicates excellently in both verbal and written formats clearly articulating the appropriate message to the customer.
Diffuses high-tension situations through focusing and listening to the customer concern, evaluating the business impact and recommending a balanced and creative solution.
Assists in maintaining service logbooks and maintains appropriate documentation to ensure quality assurance, reviews call volume and average wait time.
Supports customer emergency issues and escalates appropriately as needed.
Physical Requirements
Work requires time spent at desk using telephone and headset with computer. Requires good listening and concentration skills and ability to analyze information objectively. Must be able to reach, bend and lift at least 10 pounds.
Education, Experience and Certifications
High School Diploma or GED required. 2 years experience in customer service related position and/or call center experience preferred. Knowledge of Microsoft Office required; prior experience with Materials Management Information Systems (MMIS) preferred.
Atrium Health is one of the nation’s leading healthcare organizations, connecting patients with on-demand care, world-class specialists and the region’s largest primary care network. A recognized leader in healthcare delivery, quality and innovation, our foundation rests on providing clinically excellent and compassionate care.
We’ve been serving our community since 1940, when we opened our doors as Charlotte Memorial Hospital. Since then, our network has grown to include more than 40 hospitals and 900 care locations ranging from doctors’ offices to behavioral health centers to nursing homes.
Our focus: Delivering the highest quality patient care, supporting medical research and education, and joining with partners outside our walls to keep our community healthy.