Company Address: 13800 Arizona St. Suite 200, Westminster, CA 92683

Open to Either Part Time or Full Time:

• FT: 9AM to 530PM
• PT: 3-4 days a week OR every morning/every afternoon

Bilingual Required: Vietnamese and English

Job Description Summary:

The patient support specialist provides exceptional service and support to valued clients; main point contact for inquiries, general assistance, ensuring client satisfaction and maintaining positive brand image.

Essential Job Functions/Responsibilities:

The duties and responsibilities of the Patient Service Liaison will include, but not limited to the following:

1. Proactively reach out to clients to gather feedback, conduct surveys and measure customer satisfaction.

2. Respond promptly and courteously to clients via various channels such as phone, email, live chat, and text.

3. Provide accurate information about agency’s services, policies and procedures to clients.

4. Provide guidance, support and direction of team members, delegating tasks and ensuring effective collaboration.

5. Develop program plans, protocols, timelines, identifying milestones and resources for successful execution.

6. Resolve client issues effectively, ensuring a satisfaction resolution and maintaining higher level client loyalty.

7. Collaborate with team members, clients, internal departments to establish a strong working relationship and ensure effective communication.

8. Identify trends in client inquiries and provide feedback to improve services and overall customer experience.

9. Monitor program progress, collect data, and evaluate outcomes against predefined metrics and making adjustments as necessary.

10. Prepare regular progress reports, update excel.

11. Maintain program quality standards by implementing best practices, reviewing process and addressing any issues or gaps in program delivery.

12. Maintain positive and professional attitude while delivering outstanding client service.

13. Perform other duties and activities as dedicated by administrator and clinical director.

The above statements are only meant to be a representative summary of the major duties and responsibilities performed by incumbents of this job. The incumbents may be requested to perform job related tasks other than those stated in this description.

Position Qualifications:

Minimum Experience and Education:

1. Previous experience in a customer service role or a related field is preferred.

2. Knowledge of the industry or field.

3. Excellent verbal and written communication skills with strong command of the language.

4. Active listening skills to understand customer skills to understand customer needs and address concerns.

5. Strong problem-solving abilities and the capacity to think quickly.

6. Flexibility and adaptability: open to change, able to adjust plans and strategies as needed and be able to adept at handling unexpected situations.

7. Ability to multitask prioritize and manage time effectively in a fast pace environment.

8. Complies with accepted professional standards and practice.

9. Empathy and patience to handle challenging or upset clients with positive attitude.

10. Effective social interaction, communication, and organizational skills and ability to perform variety of tasks efficiently.

Skills:

· Excellent written and oral communication skills and public relations skills.

· Proficient in MS Software (Word, Excel, Outlook, PowerPoint)

Continuing Education Requirements:

Organization personnel are expected to participate in appropriate continuing education as may be requested and/or required by their immediate superior. In addition, organization personnel are expected to accept personal responsibility for other educational activities to enhance job related skills and abilities. All personnel must attend mandatory educational programs.

Job Types: Full-time, Part-time

Pay: $17.00 - $18.00 per hour

Language:

• Vietnamese and English (Preferred)

Work Location: On the road