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
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- 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
ABOUT US
\n From one tiny Cincinnati grocery store more than a century ago, we've grown into what today is the nation's largest grocer with nearly 2,800 stores in 35 states operating under 28 different names. As America's grocer, we take pride in bringing diverse teams with a passion for food and people together with one common purpose: To Feed the Human Spirit. With a history of innovation, we work tirelessly to create amazing experiences for our customers, communities AND each other, with food at the heart of it all. \n
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\n Here, people matter. That's why we strive to provide the ingredients you need to create your own recipe for success at work and in life. We help feed your future by providing the value and care you need to grow. If you're caring, purpose-driven and hungry to learn, your potential is unlimited. \n
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\n Whether you're seeking a part-time position or a new career path, we've got a fresh opportunity for you. Apply today to become part of our Kroger family! \n