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Support Analyst, Customer Wayfinding, My Chart, FT, Days, - Remote

Prisma Health

Boyce Lawn (SC)

Remote

USD 30,000 - 40,000

Full time

Today
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Job summary

A healthcare organization in Greenville is looking for a dedicated customer service representative. In this role, you will assist patients with their inquiries, manage complaints, and provide primary support. The ideal candidate will have a high school diploma and at least two years of customer service experience. Strong tech skills and conflict resolution abilities are essential. This position offers an opportunity to make a significant impact on patient experiences.

Qualifications

  • Two years of customer service experience, preferable support via phone, email, and chat.
  • Passion for creating exceptional customer experiences.
  • Proficient in Android, iOS, and Windows devices.

Responsibilities

  • Answer incoming calls from patients regarding orders and inquiries.
  • Create support tickets and troubleshoot issues.
  • Follow up on open tickets and ensure resolution.

Skills

Customer service experience
Tech savvy
Conflict resolution skills
Proficient computer skills
Data entry skills

Education

High School Diploma or equivalent
Job description

Inspire health. Serve with compassion. Be the difference.

Job Summary

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.

Essential Functions
  • All team members are expected to be knowledgeable and compliant with Prisma Health\'s values: Inspire health. Serve with compassion. Be the difference.
  • 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 tier1 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. Redirects 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.
Supervisory/Management Responsibilities
  • This is a non-management job that will report to a supervisor, manager, director, or executive.
Minimum Requirements
  • Education - High School Diploma or equivalent, OR post high school diploma
  • Experience - Two (2) years customer service experience. Experience supporting customers via phone, email, and chat preferred.
In Lieu Of
  • NA
Required Certifications, Registrations, Licenses
  • NA
Knowledge, Skills and Abilities
  • Passion for creating exceptional customer experiences both by helping and retaining customers.
  • Tech savvy with a strong knowledge of Android, iOS, and Windows devices
  • Metrics-driven and proven ability to handle a high volume of customer interactions.
  • Strong conflict resolution skills and even temperament in challenging situations.
  • Proficient computer skills (word processing)
  • Data entry skills
Work Shift

Day (United States of America)

Location

Greenville Memorial Med Campus

Facility

7001 Corporate

Department

70019804 Contact Center - Customer Way Finding

Share your talent with us! Our vision is simple: to transform healthcare for the benefits of the communities we serve. The transformation of healthcare requires talented individuals in every role here at Prisma Health.

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