Philippines Job Openings
Lavender Psychiatry
Concierge Team Agent
September 5, 2024
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A bias towards action
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A capacity for self-direction
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Originality and creative instincts
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Courageous and bold thinking
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And the potential to achieve even more
Lavender is an equal opportunity employer. We are proud to foster a workplace free from discrimination. We strongly believe that diversity of experience, perspectives and background will lead to a better environment for our team and a better experience for our clients. We strongly encourage people of color and members of the LGBTQ+ community to apply.
The opportunity
We are currently seeking a Concierge Team Agent to join our Concierge team! If you are customer service driven, excited to make a difference in the lives of others by helping them seek access to quality mental health care, and are results oriented then this position may be for you! We are a growing organization that offers a positive work culture and fun company events. This is a remote, work-from-home role.
Responsibilities:
The Concierge team agent is responsible for creating a positive first impression and supporting clients in accessing Lavender care as well as supporting documentation and billing. Duties include but are not limited to:
Client care:
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Be the first point of contact for new or existing clients with kindness, timely/accurate responses to the queries.
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Monitor and respond to incoming communication channels in a timely manner (ie: phone, email, text and chatbox) client inquiries and make every effort to convert them to a client in a kind, compassionate manner.
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Understanding our scope of care and guiding clients appropriately; directing clients to external resources if they are not a fit for Lavender.
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Handling appointment booking, including sending forms, verifying insurance, managing client documentation, sending lab requisitions, and ensuring clients have follow-up appointments booked.
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Supporting all clients’ needs and escalating issues when appropriate.
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Being proactive and responsive to communication with nurse practitioners in support of scheduling, clients needs and communication .
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Maintaining awareness of NPs on shift and directing inquiries as appropriate.
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Provide immediate response to symptom management issues.
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Apply critical thinking in managing client concerns that are seeking support and escalate when appropriate.
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Monitoring existing client tickets to progress them to closure in a timely manner with a positive outcome.
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Ensure continuous review of 21/45 day follow up bucket.
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Review new and unassigned buckets on a continuous basis.
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Complete unscheduled follow up and missing information tickets regularly and close off in a timely manner, making every attempt to maintain the client under our care.
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Escalating unresolved credit card or insurance issues according to policy.
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Managing ticket documentation to support data collecting.
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3+ years of experience in a call centre or sales-related environment
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Sales-driven with proven ability to convert leads
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High emotional intelligence, excelling in empathetic client communication
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Stellar communication skills, phone and email etiquette
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Highly efficient and goal oriented with a client-centric work ethic
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Able to handle difficult clients with patience, kindness and compassion
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Adaptable to changing processes
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Tech savvy with computers, phones, online software systems and apps
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Must have own computer and a quiet, professional space to work from home
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