Operations Analyst - Voice (Concierge Services - Healthcare)

Job Description

Seeking applicants who have a passion for delighting customers, are comfortable bridging a role where you are communicating directly with a customer, while maintaining a back-office productivity focused role. Must love solving problems, building rapport with customers (internal + external), and are good with processes that are not always driven by a SOP, rather driven by critical thinking. Candidate should love working a fast paced and entrepreneurial environment with flexibility to have adjusted priorities that are determined by the customer. The mentality that We work to save our customers. We say yes more than we say no is necessary. Join us if you like the client and operations fulfillment this unique opportunity is a great blend between two worlds that don t normally intersect. Responsibilities: Schedule Drug /Clinical test Registrations for the candidates as per the client preference/instructions. Support Open Order Management activities. Must be a critical thinker, able to navigate through a problem or steps in a process without a SOP. Has an aptitude for highly technical and complex workflow environments. Is comfortable straddling an external customer and internal customers Can take feedback well and let feedback drive improvements in day-to-day work Will be responsible for managing inbound candidate phone calls: Must work from a professional environment with the ability and willingness to be logged onto phones to directly interface with candidate calls Will be responsible for managing inbound customer emails: Must be an effective communicator, with the ability to build rapport and de-escalate customer situations. Can influence, partner and be effective in working with many internal teams to get the job done. Is nimble, agile, comfortable with change, learning new things Communicate and interact with fulfillment departments/Vendors/Clinics regarding issues related to OHS open Orders to get results from Clinics Overall assistance in an effort to enhance and improve the rapid resolution of client issues and requests. Ensure that all requests and case management workflows are resolved in a timely manner to meet contractual SLAs and client expectations. Conduct client needs analysis presentations to management as requested Conduct and deliver additional projects as assigned by manager Handle additional responsibilities outside of standard daily support tasks. Taking ownership and driving client projects from beginning to end Assists with training of new employees Qualification Experience: - Minimum UG required - 1.5 yrs of experience in an International BPO/KPO or similar role Skills Required: Must be able to analyze a situation and respond quickly in a courteous and professional manner Must have excellent written verbal communication skills. Capable of handling a large number of calls and e-mails An individual who does well under pressure with time-sensitive projects Good interpersonal skills and critical thinking Ability to handle escalated issues in a timely and professional manner and remain calm.