Customer Service Patient Representative - Outbound

MLM Hearing, LLC; Parsippany-Troy Hills (NJ); On-site; USD 23,000 - 33,000; Full time

Benefits offered by this job

Base plus Commission

Competitive pay

Job summary

MLM Hearing, LLC in Parsippany-Troy Hills, NJ, seeks an Outbound Customer Service Patient Representative to deliver high-level support by making outbound calls and scheduling patient appointments via warm leads, with strong CRM data entry and professional phone etiquette.

Ideal candidates reside in the US, have 6 months call center experience, can handle 150+ outbound calls daily, and consistently meet quotas.

Qualifications

• Must reside in the US.
• 6+ months call center or telemarketing experience.
• Track record of meeting or exceeding quotas.
• Ability to handle 150+ outbound calls daily.
• Professional phone etiquette and strong communication skills.
• Flexible schedule and reliable attendance.

Responsibilities

• Outbound calling on assigned warm and new leads.
• Schedule patient appointments using a call script for multiple leads.
• Accurately record consumer information in a CRM system.
• Handle returned inbound calls after initial outreach.
• Maintain quality service by following SOPs.
• Overcome objections with confidence and professionalism.
• Identify patient needs with probing questions.
• Meet or exceed daily, weekly, and monthly quotas.
• Collaborate with clinical staff and hearing professionals.

Skills

Outbound calling

Telemarketing

Appointment setting

Customer service

Quota attainment

Phone etiquette

Multitasking

Problem solving

Resilience

Team player

Job description

Outbound Customer Service Patient Representatives provides a high level of customer service by placing outbound calls and generating appointments by using warm leads and occasional cold calls in a premier professional contact centre.

Key Responsibilities

• Outbound calling on assigned warm and new potential leads
• Scheduling patient appointments using a call script for multiple types of leads
• Collect, record, and accurately maintain pertinent consumer information, using a Customer Relationship Management (CRM) system
• Answer returned inbound calls as needed after initial outbound contact
• Maintain quality service by following organizational standard operating procedures
• Overcome objections and hesitation with confidence and professionalism
• Use probing questions to identify patient needs and opportunities
• Maintain and exceed daily, weekly and monthly appointment (conversion) quotas
• Learn and understands basic industry knowledge
• Collaborate with Patient-Facing Clinical staff and hearing care professionals
• Demonstrate professional phone etiquette and courtesy when interfacing with patients, clients, and co-workers
• Contribute to the development and growth of the Contact Center by sharing ideas, assisting in related projects, and helping resolve problems and/or improve productivity

Requirements

• Must reside in the US
• Must have experience and success in outbound calling/telemarketing experience
• Minimum of 6 months call center experience or equivalent
• Track record of over-achieving quota
• Strong phone presence with proven ability to initiate conversations and manage a high volume of outbound calls (150+ daily)
• Previous sales, appointment setting, or retention experience
• Track record of over-achieving daily, weekly, and monthly quotas
• Highly motivated with a willingness to be coached
• Ability to multitask and manage time in a fast-paced environment
• Resilient and able to handle rejection and objection professionally
• Intermediate MS Word and Excel working knowledge
• Proficient order entry speed
• Team Player
• Computer savvy
• Must have a flexible schedule
• Must be passionate about success and self sufficient
• Professional telephone etiquette
• Must reside in the United States

Skills

• Multitask using various applications simultaneously
• Demonstrate professional phone etiquette and courtesy when interfacing with patients, clients, and co-workers
• Excellent interpersonal communication skills
• Ability to multitask and manage time in a fast-paced environment
• Telemarketing / Sales
• Skilled in handling objections and rejection
• Professional telephone etiquette skills
• High proficiency with written correspondence
• Highly motivated and receptive to coaching
• Strong problem-solving and organizational skills
• Self-sufficient and passionate about success

Additional Responsibilities

May take on additional responsibilities and tasks to support the growth and success of the team and organization.

Schedule

40 hours per week, Monday – Friday between the hours of 8:00 a.m. and 8:00 p.m. based on contact center needs. Every other Saturday with one day off between Monday and Friday.

Compensation

$17.00 - $ 24.00 an hour based on location and experience. Must reside in the US.

• Base plus Commission eligible
• We value our team members and strive to offer fair, competitive pay. Compensation for this position is determined by experience, and aligned with local markets where the role is based.