Remote Customer Service Representative

The Senior Customer Service Representative is responsible for answering incoming calls from patients, clinicians, and clients with questions about their remote patient monitoring (RPM) program specific to device and tablet troubleshooting. Make outbound calls to close the loop on patient activations and retrieval of kits.

Primary Responsibilities :

• T aking inbound calls from patients, clinicians, and clients
• Making outbound calls to patients to assist with activations and retrievals of their Vivify supplied medical kit
• Handling and researching issues over the phone.
• Utilizing the computer database to verify and document information.
• Consistently meeting established productivity, schedule adherence, and quality standards

Key Responsibilities:

• Drive resolution of caller questions/issues on the first call whenever possible (e.g., first-call resolution, one-and-done)
• Triage incoming workload to ensure SLA adherence.
• Demonstrate understanding of internal/external factors that may drive caller questions/issues (e.g., recent service level changes, pathway questions, device troubleshooting, call directing/rerouting)
• Ask appropriate questions and listen actively to identify underlying questions/issues (e.g., root cause analysis)
• Gather appropriate data/information and perform initial investigation to determine scope and depth of question/issue.
• Identify and coordinate internal resources across multiple departments to address patient situations and escalate to appropriate resources as needed.
• Proactively contact external resources as needed to address caller questions/issues.
• Use appropriate knowledge resources to drive resolution of applicable questions/issues (e.g., websites, CRM tools, knowledge bases, product manuals, SharePoint)
• Identify and communicate steps/solutions to caller questions/issues, using appropriate problem-solving skills and established guidelines, where available (e.g., workarounds, descriptions of relevant processes)
• Offer additional options to provide solutions/positive outcomes for callers (e.g., online access to relevant information, workarounds for delays)
• Make outbound calls to resolve caller questions/issues (e.g., to patients, clinicians, care teams)
• Ensure proper documentation of caller questions/issues (e.g., research conducted, steps required, final resolution)
• Manage caller conversations appropriately (e.g., provide a good first impression, command attention and respect, maintain professional tone, demonstrate confidence, de-escalate/defuse callers as needed)
• Apply knowledge of applicable Service Level Agreements (SLAs) and Performance Guarantees when interacting with callers
• Maintain ongoing communications with callers during the resolution process to communicate status updates and other required information.
• Maintain focus on caller interactions without being distracted by other factors (e.g., system usage, pop-up alerts, Omni/Genesys data)
• Acknowledge and demonstrate empathy/sympathy with callers' life events (e.g., wedding, birth of baby, loss of relative, recent illness)
• Demonstrate knowledge of applicable health care terminology (e.g., medical, dental, program)
• Obtain and apply knowledge of benefit structures/designs for contracted or acquired companies.
• Ensure compliance with applicable legal/regulatory requirements (e.g., HIPAA, state/regional requirements)
• Demonstrate knowledge of established workflows and support processes (e.g., available resources, internal/external business partners, points of contact)
• Demonstrate knowledge of relevant internal processes impacting caller issues
• Identify inaccurate/inconsistent information found in systems/tools, and communicate to appropriate resources (e.g., SOP, WIs, policies/procedures)
• Communicate common problems/questions presented by callers to appropriate Subjects Matter Experts, to drive continuous improvement.
• Educate callers on available products/services (e.g., features, functionality, options)
• Refer callers to other resources applicable to their questions/issues, where appropriate
• Review/analyze phone support data/metrics and communicate patterns/trends to internal stakeholders, as needed (e.g., leadership, Subject Matter Experts, business partners)
• Provide training/mentoring to other team members, as needed (e.g., new-hires, refresher training)

Qualifications

• 1 year of customer service experience analyzing and solving customer problems, OR 1 year of experience in an office setting environment using the telephone and computer as the primary instruments to perform job duties.
• An education level of at least a high school diploma or GED OR 10 years of equivalent working experience
• Authorization to work in the United States
• Available to work 40 hours per week anytime within the operating hours.
• Prior stable work experience
• Familiarity with computer and Windows PC applications, which includes the ability to learn new and complex computer system applications.
• Ability to navigate a computer while on the phone.
• Ability to multi-task, this includes ability to understand multiple products and multiple levels of benefits within each product.
• Ability to remain focused and productive each day though tasks may be repetitive.
• Willing to work and contribute to a team environment.
• Basic knowledge of eligibility processes, practices, and concepts preferred.

Physical Requirements and Work Environment:

• Frequent speaking, listening using a headset, sitting, use of hands/fingers across keyboard or mouse, handling other objects, long periods working at a computer.
• Service center environment with moderate noise level due to Representatives talking, computers, printers, and floor activity.

Diversity creates a healthier atmosphere: equal opportunity employer M/F/D/V

Member Enrollment(Payer)