Customer Service Representative

Helpware is a technology-driven company that provides Customer Experience & Operational Support for modern companies. They are seeking a dedicated and adaptable Customer Support Representative to assist patients and healthcare providers with prescription inquiries and troubleshooting issues through phone and chat. The role requires delivering outstanding customer support while maintaining professionalism and empathy.

Responsibilities:

• Deliver outstanding customer support through clear and effective communication on every interaction with patients/healthcare providers
• Strong communication and interpersonal skills
• Empathetic attitude with a positive and professional demeanor
• Ability to handle challenging customer interactions calmly and effectively
• Detail-oriented with strong organizational skills
• Tech-savvy and comfortable using CRM and online support tools
• Self-motivated and quick to adapt to new information and procedures
• Provide first-level assistance via phone and chat channels by addressing patient/healthcare provider inquiries (i.e. prescription submissions, tracking, refills and PHI updates)
• Maintain excellent Customer Service Satisfaction Ratings while delivering accurate and effective support by maximizing the use of key resources
• Guide patients/healthcare providers through basic issue resolution procedures (i.e. online payments and prescription submissions through electronic medical records system-EMR)
• Collaborate with colleagues and management to share insights, improve support processes, and adhere to best practices
• Track patient/healthcare provider interactions for first-call resolution and escalating unresolved issues through the proper support channels and follow up as needed
• Communicate technical information clearly and professionally to non-technical users. (i.e. assisting patients with online troubleshooting/assisting providers with prescription correction where needed)
• Perform other related duties as assigned by managers
• Ability to thrive in a fast-paced, dynamic environment with frequent changes
• Open to working all shifts as needed by the business
• Other related tasks assigned by managers of the Clients and/or Helpware

Requirements:

• High school diploma or equivalent
• 1+ year of customer service experience in a fast-paced environment
• Deliver outstanding customer support through clear and effective communication on every interaction with patients/healthcare providers
• Strong communication and interpersonal skills
• Empathetic attitude with a positive and professional demeanor
• Ability to handle challenging customer interactions calmly and effectively
• Detail-oriented with strong organizational skills
• Tech-savvy and comfortable using CRM and online support tools
• Self-motivated and quick to adapt to new information and procedures
• Provide first-level assistance via phone and chat channels by addressing patient/healthcare provider inquiries (i.e. prescription submissions, tracking, refills and PHI updates)
• Maintain excellent Customer Service Satisfaction Ratings while delivering accurate and effective support by maximizing the use of key resources
• Guide patients/healthcare providers through basic issue resolution procedures (i.e. online payments and prescription submissions through electronic medical records system-EMR)
• Collaborate with colleagues and management to share insights, improve support processes, and adhere to best practices
• Track patient/healthcare provider interactions for first-call resolution and escalating unresolved issues through the proper support channels and follow up as needed
• Communicate technical information clearly and professionally to non-technical users. (i.e. assisting patients with online troubleshooting/assisting providers with prescription correction where needed)
• Perform other related duties as assigned by managers
• Ability to thrive in a fast-paced, dynamic environment with frequent changes
• Open to working all shifts as needed by the business
• Must be physically willing and able to sit for an 8-hour shift
• Must be physically willing and able to type continuously using a keyboard for a full 8-hour shift
• Must be physically willing and able to manage multiple chat conversations simultaneously
• Must have the mental resilience to handle difficult or upset customers without experiencing anxiety
• Must have the ability to thrive in a high-volume, fast-paced call center environment
• Healthcare experience is not required but is considered a plus
• Startup experience is a plus