Customer Care Specialist

IntegraMed, known industry-wide as a leader in the field of reproductive medicine, currently seeks an experienced individual to respond to customer inquires about our unique financial programs.  (We arecommitted to hiring, training and retaining staff that is not only experienced but also passionate, loyal and highly committed to patient care.  The work we do, changing peoples lives and building families, offers stimulation, challenge, and personal reward. )

 

We have an immediate opening for an experienced and dynamic individual to join our Consumer Services Division as a Customer Care Specialist in our Corporate Headquarters located in Purchase, NY. 

 

The IntegraMed Shared Risk Refund Program is a unique payment option for patients undergoing fertility treatment.  Fertility treatment is often not covered by medical insurance and the high costs of treatment are typically paid for by the patient.  The Shared Risk Refund program gives patients the opportunity to pre-pay for a defined set of medical services and receive a refund if their treatment fails.  Thousands of patients have enrolled in the Shared Risk Refund program over the past 7 years.  We are seeking individuals to help meet the growing demand for this program. 

 

The Customer Care Specialist is an in-bound sales position responsible for responding to all inquiries about the Shared Risk Refund program.  The primary responsibility of the Customer Care Specialist is to provide customers with enough information to help move them from prospects into extremely satisfied customers. This involves telephone consultations with prospective customers who have requested additional information about our services and aiding them with next steps.  This position requires a soft versus hard sell approach and excellent relationship building skills, as well as strong organizational skills for detailed follow-up.  This position will adhere to all standard policies and procedures in order to ensure superior new client satisfaction.

 

This position does not involve any cold calling or telemarketing.   Primary Responsibilities

 

Prioritize time to generate increased enrollment in the IntegraMed Shared Risk Refund program by performing over the phone prospective customer consultations and closing new business. Use a “soft sell” and empathetic approach to convert prospective customers into very satisfied customers by responding to questions and explaining in detail the features and benefits of the IntegraMed Shared Risk Refund program. 

 

Coordinate with participating fertility centers to ensure a seamless transition for prospective customers referred to a fertility center for medical diagnosis and treatment. 

 

Prepare and report on the metrics on the inside sales results and make recommendations to the leadership team on how to improve processes and increase sales.

 

Accurately maintains customer database that tracks all relevant program information, including individual progress of prospective customers.  Notate all unusual circumstances and document conversations with the potential customers in the database to ensure that complete, current and accurate information is available to everyone in the department. 

Follow-up with all prospective customers. 

 Education Requirements

 

·  Bachelor’s degree preferred.

 

Experience Requirements

 

·  5 years customer service with at least 2-3 years inside sales experience.

·  Competency in active listening and relationship building, and ability to communicate with empathy.

·  Ability to build deep personal connections with callers who may be very emotional about the challenges they face in their effort to build a family.

·  Ability to communicate accurately and concisely.

·  Excellent interpersonal and telephone skills.

·  Ability to function in a self directed manner, organize work tasks and information efficiently, monitor quality/effectiveness, collaborate within and across teams and execute timely and accurate follow through.  Working knowledge of healthcare services/fertility is a plus

Please send resumes and salary requirements to jobs@integramed.com   (Only resumes with salary requirements will be considered.)