Device Retrieval Specialist - Atlanta, GA - Full-time / Part-time

The Device Retrieval Specialist is responsible for contacting identified participants by phone and/or other electronic means to promote Alere's Condition Management, Wellness and Maternity programs and services. Under the direction of the Enrollment Management team, ES representatives will successfully enroll participants in the identified programs while providing optimal customer service.

PRINCIPAL RESPONSIBILITIES include the following. Other duties may be assigned.

• Handles 150+ outbound and inbound calls per day; providing overview of the program and responding to questions about the program enrollment, encourages immediate assessment of enrolled participants


• Able to meet established performance metrics that include: Quality, Sales, Enrollments and Operational Efficiency.


• Able to overcome objections quickly and accurately.


• Utilizes multi-media resources to accurately process participant information; obtaining all demographic information on new participants and inputs into computer to initiate medical record.


• Refers any/all clinical issues including but not limited to Urgent Patient Notifications to the appropriate clinical staff member.


• Tracks productivity as assigned.


• Develops rapport with participants and adjusts to their communication style.


• Provides accurate and compelling information about Alere's programs and services.


• Handles change in a fast paced, team environment.


• Adheres to company policies and procedures, including business dress code.


• Available to work any shift during operating hours.

PROBLEM SOLVING

• Able to apply situational critical thinking skills to resolve customer inquiries quickly and accurately


• Demonstrates strong organizational and priority management skills


• Takes initiative on assignments and projects


• Demonstrates ability to multi-task in a dynamic work environment.

ACCOUNTABILITY / DECISION MAKING

• Able to utilize job aids and reference materials to accurately process participant questions and requests.


• Demonstrates strong attention to detail to meet health care records compliance.


• Works well in an unstructured environment and when faced with new or undefined situations; understands how to assess a situation, how to use tools and resources and when to hand-off for appropriate resolution


• Assumes personal ownership of his/her results: takes responsibility for and pride in achieving successful results; if goals are missed, holds him/herself accountable for improvement


• Demonstrates a strong work ethic and appropriate sense of urgency; is committed to seeing tasks through to completion


• Thinks about what needs to be done today to accomplish his/her goals for the next 30 days

COMMUNICATION SKILLS

• Quickly identifies and effectively aligns with different communication styles; is professional and positive in interactions with others and is able to establish rapport quickly


• Displays fluency when using language (both verbal and written); has a solid knowledge of grammar, syntax and style; utilizes appropriate voice tone, speed and inflection


• Can speak persuasively while maintaining a positive customer experience


• Listens for meaning, asks probing questions and considers what others have to say


• Regardless of outcome, demonstrates exceptional customer services skills that included (but not limited to): courtesy, personalization, acknowledgement/empathy and flexibility


• Displays drive, energy and initiative.


• Demonstrates personal integrity in dealing with others.


• Demonstrates a strong customer service orientation, and takes responsibility to follow through on commitments to customers


• Behaves professionally and uses good judgment in all interactions in which he/she is likely to be viewed as a representative of Alere


• Enthusiastically supports ESS activities, contests and events


• Shows respect for other members of the team

QUALIFICATIONS:

• Minimum 1 year Customer Service experience


• An education level of at least a high school diploma or GED OR 10 years of equivalent working experience


• Proficiency in the use of Windows and Microsoft programs


• Available to work 40 hours per week within the operating hours of the site of 10:00am to 7:00pm, Monday-Friday.
  

PREFERRED QUALIFICATIONS:

• 1-4 years' experience with sales, telemarketing; outbound sales preferred

Now part of Optum, Alere Health is building a future of opportunities. We provide leading edge products and services including condition and case management, wellbeing, and women's and children's health services for more than 200 health plans, 89 Fortune 500 employers, 29 states and 22 million people. Now, with our integration into Optum and the UnitedHealth Group organization, our growth and impact is multiplying every day.

If you bring a lot of passion and aspiration to your work, you'll fit in here and discover the opportunity to do your life's best work.SM

Diversity creates a healthier atmosphere: All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, age, national origin, protected veteran status, disability status, sexual orientation, gender identity or expression, marital status, genetic information, or any other characteristic protected by law.

UnitedHealth Group is a drug-free workplace. Candidates are required to pass a drug test before beginning employment. Certain positions are subject to random drug testing.