Customer Success Coordinator jobs in Roswell, GA

Duties:

• Carries out supervisory responsibilities in accordance with BOSM policies and applicable laws
• Interview, hire, and train associates

• Ensuring team is maintaining a database of contact information and ensure updated into Salesforce CRM system.

• Provides direction and leadership, communicates goals and objectives, and drives training programs for their team members.
• Trains each team member on the management of patient care plans as measured by key business indicators and customer satisfaction.
• Establishes routines between team members that will allow proper communication and follow through on all patients.
• Makes decisions on staffing, conducts all performance evaluations, and reviews individual and team performance.
• Builds positive associate morale, appraise performance, and address complaints and resolve problems.
• Provides feedback and recommendations to the team on competitive threats and business opportunities.

Key Responsibilities:

• Patient Scheduling: Overseeing CSR’s are scheduling new patient referrals timely. This will include working with the SDR’s, PM’s PCM’s, and AE’s to ensure:
  • New referrals are called within 1 hour of receipt.
  • Proper triage of past medical history and gathering of pertinent records for initial appointment.
  • Referral sources are updated on the status of patients being scheduled.
  • • Billing and Documentation: Overseeing CSR’s are following up with PCM’s no later than 72 hours after each patient appointment with updated notes. The goal is to minimize unnecessary visits:
      • Prevent no-shows and/or cancellations by keeping the referral source up to date.
      • Ensure all treatment recommendations have been properly coordinated and completed.
      • Make sure outside reports are collected and uploaded for clinic to review.
      • Patient questions or concerns are addressed fully.
    • Referral Monitoring:
      • Works with the clinical team and referral sources to develop alternative treatment options if patient cannot follow through with existing recommendations for one reason or another.
        • AE’s and referral sources are notified when patients are unresponsive or cancel/no-show multiple times.
    • Overseeing prompt response time for full and final requests that are sent to AR Team for follow up and involving supervisor when necessary.

    Team Management:

    • Conduct weekly calls to the team on CSR activity of logged Salesforce calls, Referral Source volume, and performance metrics.
    • Conduct regular performance reviews, ensuring visits and virtual touches are met, and setting corrective measures when necessary.
    • Promote team collaboration, driving innovation and proactive problem-solving, along with overseeing responsible budget spending from AE activities.

    Customer Service Excellence:

    • Collaborate with Practice Managers, PCM-Supervisors, ACD’s, and Surgeons to amplify the customer experience across all clinics weekly to guarantee the implementation and continuity of premier customer service strategies of referral volume, injections, and surgery statuses.
    • Monitor customer feedback, promptly address concerns, and lead initiatives to elevate service levels.
    
    

    Job Requirements:

    • Degree Required (Preferred: business, marketing, or related field)
    • World Class Knowledge of Salesforce and O365.
    • Ability to effectively deliver clear, concise communication.
    • Ability to excel as a team player daily & foster positive relationships between all departments and team members.
    • Strong planning and organizational skills and ability to be a self-starter.
    • Able to work under pressure with competing demands requiring ability to effectively organize and prioritize workload and time.