Customer Service Representative

Founded by Besins Healthcare, the HRT Club is a digital health platform with a mission to bring hormonal health to all.

Today, The HRT Club is the only Direct To Consumer (DTC) platform working directly with healthcare professionals and pharma manufacturers to bring Rx products at the best cost to patients in need of therapies. We’re passionate about empowering individuals to take control of their health by providing FDA-approved treatments and medical advice at the lowest cost possible. We are searching for an experienced Customer Service Representative who will interact with the members of The HRT Club as well the offices of healthcare providers. Specific responsibilities include the following:

• Handling about 200 inbound call center phone calls and emails on a weekly basis.
• Provides patients with timely resolution of any questions and resolves calls with minimal outside direction by researching and exploring answers, alternative solutions, implementing solutions, and escalating unresolved problems.
• Identifies the needs of the patient population served and modifies and delivers service that is specific to those needs.
• Works closely with the Membership Management Department in order to achieve optimal patient satisfaction.
• Investigates all billing issues with appropriate internal and external departments to ensure accuracy.
• Sends written correspondence to patients advising of actions needed or responses to inquiries.
• Sends itemized bills and other documentation to patients and insurance companies when needed.
• Outbound calls for follow up to doctor's offices, and patients to resolve/address patient issues.
• Insures HIPPA compliance in all interactions.
• Ensure assigned work queues are worked and completed timely.
• Collaborates, communicates and coordinates to create a positive patient experience.
• Adheres to all established workflows, scripting, and department call flow.
• Demonstrates appropriate customer care skills such as empathy, active listening, courtesy, politeness, helpfulness and other skills as identified to interact with a variety of customers including patients, practice staff, physicians, colleagues and leaders.

Qualifications:

• Ability to build relationships with customers
• Excellent communication skills, with a knack for connecting with people and effectively conveying brand values and messages.
• Ability to prioritize and multitask
• Positive and professional demeanor
• Previous experience in customer service with high volume call center inquires, 3-5 year minimum
• Experience in the pharmaceutical and healthcare industries is highly desirable
• Bachelor’s degree or 5 years experience in the field of customer service
• Analytical mindset, with experience in using tools to track engagement metrics and derive insights for strategic planning.
• Strong problem-solving abilities and flexibility
• Empathetic and curious, with a natural ability to connect with people and foster a supportive and inclusive community environment.
• Self-motivated and proactive, with a commitment to excellence and a drive to contribute to the success and growth of our brand and community.