Support Analyst, MyChart Support

Role Overview

• Answers incoming calls from patients who want to place orders, respond to inquiries, manage complaints, troubleshoot significant customer service problems, and provide general information.
• Member of the primary contact team for consumers interested in the products we offer and will be responsible for assisting them in completing purchases online and over the phone.
• Inform customers of the product terms and features and project a professional company image through voice and online interactions.
• Receives customer input from phone, email, or web submission and create support tickets.
• Troubleshoots end user issues and determine if the issue can be resolved at Tier 1 or if it needs to be escalated to Tier 2 using established criteria and process.
• Resolves Tier 1 issues using troubleshooting resolution matrix.
• Gathers information from customers to ensure sufficient data is gained to start case resolutions.
• Directs inbound service interactions to appropriate technical and sales resources.
• Conducts database lookup of consumer/patient records within electronic medical record software.
• Enters updated information within electronic medical records as required.
• Re-directs or engages other departments or specialty groups to resolve consumer/patient requests.
• Maintains compliance with attendance and schedule adherence requirements.
• Maintain interaction quality standards.
• Maintain performance standards.
• Proactively identify and share customer insights in order to recommend process improvements.
• Remain current with product/applications/process changes.
• Follows-up and follows-through on open tickets, requests, promises, and questions that have not been answered to provide callers with a resolution.
• Logs interaction outcome in contact management system.
• Performs other duties as assigned.

Requirements

• Education
• High School Diploma or equivalent, OR post high school diploma
• Two (2) years customer service experience.
• Experience supporting customers via phone, email, and chat preferred.
• Ability to create exceptional customer experiences both by helping and retaining customers.
• Tech savvy with a knowledge of Android, iOS, and Windows devices
• Metrics-driven and proven ability to handle a high volume of customer interactions.
• Conflict resolution skills.
• Proficient computer skills (word processing, data entry).

Tech Stack

• Android
• iOS

Benefits

• Inspire health. Serve with compassion. Be the difference.