Customer Care Executive

Description

POSITION OVERVIEW

• The Candidate shall routinely supervise two or more full time customer service agents.

• The Candidate is responsible for managing attrition, absenteeism, delivering performance management documentation at the Customer Service Agent level.

• The Candidate shall resolve employee and escalated customer problems and inquires

• The Candidate shall provide a positive, impactful customer experience

• The Candidate shall provide Collection of post-discharge functional data.

• The Candidate should do necessary data entry on post discharge follow up.

• The Candidate shall do data collection that will include, but is not limited to, Functional Independence Measure (FIM), patient satisfaction, post-discharge re-hospitalization, community participation and quality of life.

• The Candidate shall provide quarterly and annual reports based on key outcomes and trended data with benchmark comparison.

• The Candidate shall provide trending reports with key outcomes data displayed and compared to national benchmarks.

• The Candidate shall have Additional collected outcome data will include satisfaction, post-discharge re-hospitalization and utilization of therapy services, community participation, quality of life and other rehab program specifics as needed.

• The Candidate will obtain list of patients discharged via arrangement outlined in the Business Associate Agreement with the VHA to do collection of post-discharge functional data.

• The Candidate shall do Collection of post-discharge functional data for Veterans will be called 3 months post discharge to obtain functional independence measures.

Requirements

CITIZENSHIP REQUIREMENT: US Citizenship

EDUCATION AND QUALIFICATIONS:

• College degree or equivalent 

MINIMUM REQUIRED SKILLS/EXPERIENCE:

• The Candidate should have 3 to 4 years o experience as Team lead in Customer Care.

• The Candidate shall be Helpful; friendly customer service experience is required.

• The Candidate should have ability to multitask (i.e., document all calls, send emails and/or faxes to callers, perform any follow-up work promised to a caller).

• The Candidate should have ability to speak effectively with customers and employees of the organization.

• The Candidate should have strong organizational, time management and problem-solving skills.

• The Candidate should have excellent written and oral communication skills.

• The Candidate should have strong sense of professionalism and active listening skills.

• The Candidate shall provide training and mentoring for Team Members and agents when applicable.

• The Candidate may perform other additional duties and responsibilities as assigned.

• The Candidate should have advanced proficiency with computer functions with MS office suite strongly preferred