{"id":10298,"date":"2020-05-22T10:00:13","date_gmt":"2020-05-22T14:00:13","guid":{"rendered":"https:\/\/www.singlecare.com\/blog\/?p=10298"},"modified":"2020-07-08T17:51:05","modified_gmt":"2020-07-08T21:51:05","slug":"singlecare-spotlight-collin-linden","status":"publish","type":"post","link":"https:\/\/www.singlecare.com\/blog\/singlecare-spotlight-collin-linden\/","title":{"rendered":"Staffing the phones to provide the best SingleCare customer service possible"},"content":{"rendered":"<p><i><span style=\"font-weight: 400;\">In the SingleCare Spotlight series, we highlight the people who make SingleCare possible. Whether they work to secure the best savings possible with our partner pharmacies or help send you cards through the mail, every employee at our company is focused on helping you save money on prescription medication.<\/span><\/i><\/p>\n<p><span style=\"font-weight: 400;\">At SingleCare, our attitude is, \u201cHey, we want you to feel good. We want you to be happy.\u201d When I graduated from college, and learned about <\/span><a href=\"https:\/\/www.singlecare.com\/blog\/news\/fast-company-most-innovative-companies\/\"><span style=\"font-weight: 400;\">how the company is helping people<\/span><\/a><span style=\"font-weight: 400;\">, I knew it was something I had to get on board with.\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400;\">I\u2019m a workforce analyst in our Palm Beach Gardens office. My team predicts call volumes, and the number of call center agents we need on the phones at certain times. Our goal is to speak to 80% of customers within 30 seconds. I make sure we hit that goal. I monitor that we have enough coverage\u2014especially after special events like our <\/span><a href=\"https:\/\/youtu.be\/h_lnRsuMtV0\" target=\"_blank\" rel=\"noopener noreferrer\"><span style=\"font-weight: 400;\">Martin Sheen commercial launch<\/span><\/a><span style=\"font-weight: 400;\">\u2014and handle time-off, so we can make sure we\u2019re giving our employees the work-life balance they deserve.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">When I first started working here, I didn\u2019t have a background in healthcare or insurance. It was a pretty eye-opening experience to find out how many people need help paying for their prescriptions. Customers would call in and say, \u201cI\u2019m looking for this medication. It\u2019s really expensive. I\u2019m on a fixed income. What can you do to help?\u201d Then, I would explain how to use SingleCare to get lower prices. Some people would call in after using a coupon just to tell us how much it means to them, how much it\u2019s helping them, and to say thank you. Prescriptions cost a lot in the U.S., and it\u2019s nice to know that we\u2019re the good guys out there.\u00a0<\/span><\/p>\n<p><b>RELATED: <\/b><a href=\"https:\/\/www.singlecare.com\/blog\/singlecare-user-savings\/\"><b>Best SingleCare user savings from the year so far<\/b><\/a><\/p>\n<p><span style=\"font-weight: 400;\">I told my dad about SingleCare. He was skeptical, but I gave him a card to use next time he picked up a prescription. It turned out that our price was lower than his insurance. Now, months later, he has <\/span><a href=\"https:\/\/www.singlecare.com\/blog\/use-singlecare-app\/\"><span style=\"font-weight: 400;\">the app<\/span><\/a><span style=\"font-weight: 400;\">, and looks through the different medications just for fun to see what they would cost with SingleCare. He\u2019s grown into a customer, and even a spokesperson to his friends.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">It\u2019s changed my view of the industry, in a good light, to see that some people are working hard to help people afford their medications. That\u2019s one of the best things about SingleCare\u2014we truly care. <\/span><\/p>\n","protected":false},"excerpt":{"rendered":"<p>In the SingleCare Spotlight series, we highlight the people who make SingleCare possible. Whether they work to secure the best savings possible with our partner pharmacies or help send you cards through the mail, every employee at our company is focused on helping you save money on prescription medication. At SingleCare, our attitude is, \u201cHey, [&hellip;]<\/p>\n","protected":false},"author":15,"featured_media":10070,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"footnotes":""},"categories":[2],"tags":[],"coauthors":[15835],"class_list":["post-10298","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-company","franchise-singlecare-spotlight","wpautop"],"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO Premium plugin v27.4 (Yoast SEO v27.4) - https:\/\/yoast.com\/product\/yoast-seo-premium-wordpress\/ -->\n<title>SingleCare employee Collin Linden on why we care<\/title>\n<meta name=\"description\" content=\"We aim to talk to 80% of customers within 30 seconds of their call. 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