KHC/PATIENT SERVICES SPLST-CONTACT CTR

JOB DESCRIPTION

Provide remote patient support for various Kroger Health programs and campaigns, web services, and pharmacy feedback/escalation. Act as an escalation point for resolving complex patient issues. Coach and mentor less experienced team members and serve as a point of contact for new projects coming into the Health Connect Center. Demonstrate the company's core values of respect, honesty, integrity, diversity, inclusion and safety.

RESPONSIBILITIES

- Provide in-depth support via phones and/or other media as required in resolving escalated patient issues.
- Complete and document all calls in the required form and oversee through resolution
- Serves as an escalation point for less experienced Patient Services Technicians
- Serve as a liaison between Kroger Health, providers, insurer and the patient/technician
- Ability to maintain and sustain established contact center metrics
- Escalate and partner with management to identify trends affecting our patients and develop resolutions in resolving continuing issues.
- Analyze patient incidents, determine impact and take appropriate action to resolve the incident
- Clearly communicate analysis and resolution through written documentation within knowledge base
- Perform select advanced level functions under the direction of a Contact Center Supervisor
- Provide training documentation and formal/informal training on subject matter of expertise; assist with the training and development of other team members and clinical programs.
- Maintain the ability to perform clinical work
- Maintain flexibility to work weekends, evenings, and holidays as part of a standard work schedule.
- Must be able to perform the essential job functions of this position with or without reasonable accommodation

QUALIFICATIONS

Minimum
- High School Diploma or GED
- 2+ years of technical or customer support center experience
- State Registered/Licensed Technician or Nationally Certified Technician
- Maintain multi-state licensure as defined by specific assigned tasks
- Ability to maintain composure during stressful situations
- Strong attention to detail is required
- Ability to work independently
- Ability to organize and prioritize a variety of tasks/projects
- Proficient with Microsoft Office
- Ability to type 35-40 wpm
- Strong written and verbal communication skills with the ability to effectively communicate information to customers and all levels of the organization
- Strong customer service background

Desired
- Clinical Contact Center experience
- Lead Technician