Customer Service Patient Representative - Outbound

MLM Hearing, LLC is seeking Outbound Customer Service Patient Representatives to provide high levels of customer service by placing outbound calls and generating appointments. The role involves scheduling patient appointments, maintaining consumer information, and collaborating with clinical staff to enhance service quality.

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