Technical Support Specialist

Alkami; United States; Remote; Full time

Job summary

A leading healthcare provider is seeking a Scheduling Coordinator to deliver exceptional customer service in a call center. The role involves managing patient communications, scheduling, and providing technical support, while collaborating with the Patient Support Team to enhance patient care.

Qualifications

• 1 year customer service experience in a call center preferred.
• 1 year of healthcare or insurance industry experience preferred.

Responsibilities

• Manage incoming patient communications in a call center environment.
• Schedule services using Salesforce and/or EMR.
• Provide basic technical support.

Skills

Communication

Problem-Solving

Organizational Skills

Education

Bachelor’s Degree

Tools

Microsoft Office

Job description

Marathon Health is a leading provider of advanced primary care in the U.S., serving 2.5 million eligible patients through approximately 630 employer and union-sponsored clients. Our comprehensive services include advanced primary care, mental health, occupational health, musculoskeletal, and pharmacy services, delivered through our 680+ health centers across 41 states. We also offer virtual primary care and mental health services accessible in all 50 states. Transforming healthcare delivery with a patient-first approach, we prioritize convenient access to both in-person and virtual care, resulting in improved health outcomes and significant cost savings. Committed to inclusivity and collaboration, we foster a positive work environment and recruit exceptional talent to ensure expertise and compassion in healthcare delivery. Marathon has been recognized as a five-time Modern Healthcare Best Places to Work in Healthcare winner and a six-time Best in KLAS award winner for employer-sponsored healthcare services.

ABOUT THE JOB

The Scheduling Coordinator delivers exceptional customer service in a call center environment by managing patient communications, scheduling, and providing basic technical support. This role involves addressing inquiries professionally, managing conflict effectively, building rapport, and accurately documenting patient records. Additionally, the Scheduling Coordinator supports wellness and incentive programs, monitors feedback to escalate concerns for resolution and collaborates with the Patient Support Team to integrate customer service into operations while assisting with other tasks as needed to ensure team success and promote Marathon Health’s mission of improving patient care.

ESSENTIAL DUTIES & RESPONSIBILITIES

• Champion exceptional customer service while serving as a collaborative Marathon Health teammate
• Manage incoming patient communications in a call center environment, including phone calls and written inquiries
• Schedule acute, preventive, and other services using Salesforce and/or EMR (Athena), while triaging requests appropriately
• Provide basic technical support, including password resets, patient portal registration, and navigation assistance
• Respond to patient inquiries in a professional, timely, and courteous manner, managing conflict effectively and building rapport
• Accurately document, update, and maintain patient records across relevant systems
• Support patient wellness and incentive programs through data entry, guidance, and updates in the Marathon Health portal
• Monitor client and patient feedback, escalating concerns to the appropriate department for resolution
• Collaborate with the Patient Support Team to integrate customer service seamlessly into clinical and non-clinical operations
• Perform additional duties as needed to support the Patient Support Team

QUALIFICATIONS

Bachelor’s Degree and a minimum of one (1) year customer service experience in a call center environment preferred or equivalent combination of education and experience. A minimum of one (1) year of healthcare or insurance industry experience is preferred.

DESIRED ATTRIBUTES

• Professionalism and Communication
  • Excellent verbal and written communication skills.
  • Pleasant, patient, and composed demeanor with the ability to remain calm under pressure and handle complaints or conflict positively and effectively.
• Problem-Solving and Critical Thinking
  • Strong problem-solving, critical thinking, and attention to detail.
  • Solution-oriented approach to negative situations and ability to provide excellent customer care.
• Organizational and Task Management
  • Ability to manage tasks and projects with time-sensitive deadlines.
  • Good organizational skills and self-motivation to work independently or collaboratively as part of a team.
• Technical Proficiency
  • Proficiency with computers, strong typing skills, and experience with Microsoft Office tools (Word, Excel, PowerPoint, Teams, SharePoint, etc.).
  • Ability to adapt quickly to new tools and technologies.
• Customer Service and Confidentiality
  • Knowledge of customer service best practices and ability to maintain confidentiality in all interactions.

Pay Range: $19.00-24.00/hr

The actual offer may vary dependent upon geographic location and the candidate’s years of experience and/or skill level.

We are accepting applications for this position until a candidate has been selected. To apply to this position and learn more about open jobs at Marathon Health, visit our careers page.

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