Consumer Care Rep - bilingual at Minneapolis

Job Description

Consumer Care Advisor - Bilingual in Spanish

Summary:

The Consumer Advisor is primarily responsible for the retention/conversion of new end-users. This is accomplished through the established outbound contact strategies for various referral pathways, troubleshooting product issues to gain acceptance, and promoting the purchase of Company products through the distribution network in accordance with the end-user’s insurance provider.

The Advisor is the main internal point of contact for clinicians and is responsible for establishing and maintaining relationships while promoting Company clinical preference. It is expected that the Consumer Care Advisor maintains and grows their territory through increased retention/conversion metrics as well as growth in lead volume through relationship development and coordinated efforts with the field sales team as well as clinicians in their assigned regions.

Major Areas of Accountability:

• Respond to clinician and consumer inquiries and concerns via phone, email, and letters in a prompt manner according to established service metrics
• Acquire and demonstrate all necessary subject matter expertise to provide responses regarding product application and problem resolution to clinicians and end-users
• Accurately and thoroughly document each new end-user conversion/retention profile in Company systems according to standard department procedures. Responsible for data quality, including self audit of work
• Promote clinical preference for Company products in clinical setting by establishing and maintaining relationships with key clinicians
• Communicate with end-users and clinicians about intimate health care issues and anatomical functions in a mature and Advisor manner
• Utilize available resources to stay current with industry developments and competitor’s products, services and business activities
• Communicate and work as a team with the field sales representatives and consumer care team to meet and exceed overall sales objectives
• Complete monthly inbound and outbound call activity goals and conversion/retention targets

Job Requirements

Qualifications:

• Bi-lingual (Spanish) proficiency
• Associates or Bachelor’s degree and / or a combination of at least 1 – 6 years healthcare customer service/sales experience
• Experience in a call center environment preferred
• Ability to explain medical process and procedures while giving clear, concise, step by step direction over the phone
• Utilize sales techniques to gain end-user acceptance during indirect sales process
• Ability to maintain and grow business in established territories through relationship development, mainly via telephone
• Proven track record of sales and target development for growth opportunities

Required Knowledge, Skills and Abilities:

• Self-driven, to-the-point communicator
• Highly structured approach with attention to detail and proper documentation of all work
• Excellent verbal and written communication skills
• Intermediate computer skills in MS Excel, PowerPoint and Word.
• Critical thinking and problem solving skills
• Must be patient, empathetic and possess the ability to utilize the telephone effectively as a customer relations tool
• Able to work well in cross-functional teams, independent, yet a team player
• Passionate about identifying the correct solution and improving the end-user’s quality of life
• Ability to travel (approximately 10%)
• Healthcare industry experience preferred

Would you like to work with an Award winning company?…

Dahl Consulting, Inc.® is celebrating its 20-year-anniversary as a leading Information Technology Staffing and Services firm.  As a Women’s Business Enterprise (WBE), we work with large Fortune 500 companies as well as small private organizations, therefore we’re not only committed to satisfying the needs of our clients, but we’re also confident that we can provide a great fit for our consultants.  At Dahl we believe in building long-term relationships, providing the highest quality candidates to our clients, and being flexible, professional, and easy to work with.  We understand that our consultants have different needs, therefore we offer different benefit options including Medical and Dental coverage, Life Insurance, Holiday and Vacation pay, 401(k), Direct Deposit and more.  While we have a strong Information Technology focus, we also recruit for a variety of other positions including Marketing, Finance, HR, Administrative and more.  Feel free to visit us on our website at www.dahlconsulting.com to check out all of our current job postings.

Country: USA, State: Minnesota, City: Minneapolis, Company: Dahl Consulting.