Bilingual Phone Sales & Service Consultant

Job Description:

The Phone Sales & Service Consultant supports the Surgery Center by managing a high volume of inbound and outbound calls to provide exceptional customer service and drive patient satisfaction. This role serves as the first point of contact, delivering accurate information about services and assisting in appointment scheduling, confirmations, and inquiries in a fast-paced environment. The Phone Sales & Service Consultant supports one or more Patient Care Coordinators with patient care logistics; such as pre-operative education, obtaining mandatory consents and requested clearances.

Key Responsibilities:

Supports:

• Handles a large volume of inbound and outbound calls promptly and professionally, ensuring minimal wait times and efficient handling.
• Memorizes and adheres to call scripts and quality standards, adjusting approach based on caller needs.
• Identifies customer needs, researches issues, resolves complaints, and provides solutions.
• Builds positive relationships by going above and beyond in customer service.
• Identifies opportunities to promote services when appropriate.
• Monitors and meets daily, weekly, and monthly qualitative and quantitative targets for service, productivity, and quality.
• Maintains ownership of calls throughout their lifecycle, including follow-ups and escalations to ensure satisfactory resolution.
• Creates and maintains accurate and complete records of daily calls and actions in the EHR/CRM system.
• Leverages call data and insights to recommend process improvements.
• Performs additional duties as assigned.

Collaborates:

• Collaborates with the sales team to coordinate scheduling priorities and optimize patient appointments.
• Works closely with clinical staff to relay patient needs, appointment details, and follow-up requirements.
• Partners with administrative team members to ensure seamless patient communication and service delivery.
• Supports marketing initiatives by providing insights from customer interactions to improve outreach and service offerings.
• Engages with management to communicate trends in caller feedback and recommend improvements.

Required:

• Adhere to the company's core values and promote a culture of service.
• Memorize and follow a call script for inbound patient calls and inbound appointment leads.
• Take charge of calls, customer issues, and responsibilities with a calm and composed demeanor.
• Prioritizes tasks effectively to meet workflow needs.
• Promote and participate in ongoing education and training.
• Communicate effectively with all team members, guests, and administrative staff.
• Ability to work and excel in a dynamic, fast-paced environment.
• Commit to participating in strategic initiatives or events as needed.
• Complete relevant department certifications within designated timeframe.
  
• Complete and comply with all OSHA and HIPPA certifications.
  
• Commit to a full-time position, working five days a week, with flexibility based on business needs.
• Travel to other locations for training or meetings as required.

Qualifications:

• Education: High school diploma or equivalent required.
• Bilingual (English / Spanish) proficiency is required.
• Experience: Prior call center or customer support experience required; sales experience preferred.
• Strong active listening and communication skills.
• Proficiency in problem-solving and conflict resolution.
• Ability to multitask and manage time effectively.
• Strong computer and organizational skills including intermediate knowledge of Word, Excel, PowerPoint and Google Drive or similar cloud-based file management systems.
• Quick and accurate data entry.
• Values Alignment: Demonstrated commitment to core values – Be Precise, Honor Each Person, Reach for Remarkable, and Stay Humble.

Non-exempt / Hourly Position

Reports to: Center Director