Experienced Remote Customer Service Representative – Parent Liaison for Cranial Technologies: Delivering Exceptional Support and Care to Families

Welcome to Cranial Technologies

Cranial Technologies is the world's leading authority on researching, diagnosing, and treating plagiocephaly, commonly known as flat head syndrome. With an impressive track record of successfully treating over 300,000 babies, we are dedicated to providing the highest level of care and support to families in need. Our mission is to make a positive impact on the lives of our patients and their families, and we are now seeking a compassionate and skilled Customer Service Representative – Parent Liaison to join our dynamic team.

About the Role

As a Customer Service Representative – Parent Liaison, you will play a vital role in building strong relationships with families, healthcare providers, and insurance companies. Your primary responsibility will be to provide exceptional customer service over the phone, educating potential families about our evaluation appointment, treatment process, and insurance process. You will be the first point of contact for many families, and your ability to communicate complex information in a clear and compassionate manner will be essential in expediting the process while maintaining excellent customer service.

Key Responsibilities

• Provide outstanding customer service to families over the phone, responding to inquiries and concerns in a professional and empathetic manner
• Accurately enter patient registration information and schedule initial appointments, identifying potential conflicts or trends for each clinic schedule
• Coordinate information between referring physicians, insurance companies, and our treatment clinics to ensure seamless communication and efficient processing
• Review cost share amounts, co-payments, and financial responsibility with families, ensuring they are well-informed and supported throughout the process
• Handle variable call volumes on multiple queues, averaging 40 to 70 calls per day, while maintaining a high level of productivity and attention to detail

Requirements and Qualifications

To be successful in this role, you will need to possess a unique blend of customer service skills, technical abilities, and personal qualities. The ideal candidate will have:

• 1-2 years of customer service or related experience, with a proven track record of delivering exceptional support and care to clients or customers
• 1-2 years of experience with computer software, including proficiency in Microsoft Office and other relevant applications
• Exceptional communication skills, including phone etiquette and human relations, with the ability to build rapport with people from diverse backgrounds
• A proactive mindset with the ability to absorb new information in a timely manner, prioritizing daily tasks to manage individual workload effectively
• Professional demeanor in both written and spoken communication, with the ability to problem-solve and think critically in a fast-paced environment

Preferred Qualifications

While not essential, the following qualifications will be highly regarded:

• Experience working in a healthcare or medical environment, with knowledge of insurance processes and medical terminology
• Previous experience in a customer-facing role, with a strong understanding of customer service principles and practices
• Proficiency in multiple languages, with the ability to communicate effectively with families from diverse linguistic and cultural backgrounds

Skills and Competencies

To excel in this role, you will need to possess a range of skills and competencies, including:

• Excellent communication and interpersonal skills, with the ability to build strong relationships with families, healthcare providers, and insurance companies
• Strong technical skills, including proficiency in computer software and hardware, with the ability to learn new systems and applications quickly
• Ability to work in a fast-paced environment, prioritizing tasks and managing multiple responsibilities with ease
• Strong problem-solving and critical thinking skills, with the ability to think creatively and develop innovative solutions to complex problems
• Empathy and compassion, with a strong understanding of the needs and concerns of families and patients

Career Growth and Learning Benefits

At Cranial Technologies, we are committed to supporting the growth and development of our employees. As a Customer Service Representative – Parent Liaison, you will have access to:

• Comprehensive training and onboarding program, with ongoing support and coaching to ensure your success in the role
• Opportunities for professional development and career advancement, with a clear path for growth and progression within the company
• Access to industry-leading technology and systems, with ongoing training and support to ensure you are equipped to perform your role effectively
• A collaborative and dynamic work environment, with a team of experienced professionals who are passionate about delivering exceptional care and support to families

Work Environment and Company Culture

At Cranial Technologies, we pride ourselves on our positive and supportive company culture. As a remote employee, you will be part of a distributed team that values flexibility, autonomy, and open communication. You will have the opportunity to work from the comfort of your own home, with the flexibility to manage your schedule and workload to meet your needs.

Compensation, Perks, and Benefits

We offer a competitive salary package, with a pay range of $17.00 - $18.00 per hour, depending on experience. In addition to your salary, you will be eligible for a range of benefits, including:

• Medical, Vision, and Dental Insurance, with a range of options to suit your needs and budget
• 401k Retirement Plan, with a generous company match to support your long-term financial goals
• Flex Spending Plans, with the ability to set aside pre-tax dollars for healthcare and childcare expenses
• 3.5 Weeks Paid Time Off, plus 7 paid Holidays, to ensure you have the time and flexibility to rest and recharge
• Life Insurance, with a range of options to provide financial protection and peace of mind for you and your loved ones
• Short/Long Term Disability Insurance, with a range of options to provide financial support and protection in the event of illness or injury
• $1,000 Sign-On Bonus, to welcome you to the team and support your transition into the role

Conclusion

If you are a compassionate and skilled customer service professional, with a passion for delivering exceptional support and care to families, we encourage you to apply for this exciting opportunity. As a Customer Service Representative – Parent Liaison at Cranial Technologies, you will be part of a dynamic team that is dedicated to making a positive impact on the lives of our patients and their families. With a competitive salary package, comprehensive benefits, and opportunities for growth and development, this is a role that offers a unique blend of challenge, reward, and fulfillment.

How to Apply

To apply for this role, please submit your application through our website. You will receive a confirmation email stating that your application has been submitted, and we will be in touch with you shortly to discuss your qualifications and experience. Please note that we are unable to sponsor or take over sponsorship of an employment Visa at this time, and applicants must be authorized to work for any employer in the U.S.

Don't miss this opportunity to join a team that is dedicated to delivering exceptional care and support to families. Apply today and take the first step towards a rewarding and challenging career as a Customer Service Representative – Parent Liaison at Cranial Technologies.