Enrollment Specialist I
Alere - Reno, NV

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03024

Description

POSITION
SUMMARY

The Enrollment Specialist I 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.

Ø

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

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

Ø
Able to overcome objections
quickly and accurately.

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

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

Ø
Tracks productivity as
assigned.

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

Ø
Provides accurate and
compelling information about Alere’s programs and services.

Ø
Handles change in a fast
paced, team environment.

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

Ø
Available to work any shift
during operating hours.

PROBLEM SOLVING

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

Ø
Demonstrates strong
organizational and priority management skills

Ø
Takes initiative on
assignments and projects

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

ACCOUNTABILITY / DECISION MAKING

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

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

Ø
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

Ø
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

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

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

Qualifications

EDUCATION/EXPERIENCE

Ø
High School graduate or GED
equivalent required.

Ø
One (1) to four (4) years’
experience with sales, customer service, telemarketing; outbound sales
preferred

Ø
Knowledge of customer
support philosophy and objectives required

Ø
Successfully meet or
exceeded sales quotas in a performance-based workplace.

TECHNICAL SKILLS

Ø
Able to use multiple
computer applications.

Ø
Able to use ACD telephone
system.

Ø
Proficiency in the use of Windows
and Microsoft programs.

COMMUNICATION SKILLS

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

Ø
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

Ø
Can speak persuasively while
maintaining a positive customer experience

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

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

Ø
Displays drive, energy and
initiative.

Ø
Demonstrates personal
integrity in dealing with others.

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

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

Ø
Enthusiastically supports
ESS activities, contests and events

Ø
Shows respect for other
members of the team

WORKING CONDITIONS

Ø
This job function is
basically a sedentary function requiring frequent (34%-66% of work time)
personal computer, keyboarding and telephone use. This position works in a
normal office environment at a company facility or in a home office. Uses hands
to manipulate computer, telephone and basic office equipment and supplies. Moderate
physical exertion with occasional lifting of 10-20 pounds.

Reference materials to accurately process participant questions and requests.

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

Ø
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

Ø
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

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

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

Alere LLC is an equal employment/affirmative action employer with a commitment to diversity. All individuals, regardless of personal characteristics, are encouraged to apply. If you need accommodation for any part of the employment process because of a disability please send an email to

jobs@alere.com

to let us know the nature of your request.

Job

:

Customer Service

Primary Location

:

United States of America-Nevada-Reno

Organization

:

Operations/COS

Schedule

:

Full-time

Unposting Date

:

Feb 19, 2013, 11:59:59 PM

Alere - 17 months ago - save job - block
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About this company
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When you really need an answer -- fast -- toss out the crystal ball and bring in Alere. The company offers both professional and consumer...