Customer Support

• Manage appointments, maintain accurate records, and conduct follow-up communications.
• Ability to create a great member story by helping members feel confident with their care navigation.
• Strong attention to detail and an inquisitive drive to analyze information and data.
• Must be attentive and responsive to the emotional needs of members by starting with, "Yes, we can help you."
• Confident in following a process and comfortable raising a hand when there is a process breakdown or opportunity for improvement.
• Understands and shares the vision and metrics for the Inbound Team.
• Answer 90% of incoming calls/texts; Return any texts and VM's in 15 minutes or less; raise hand when time limits go over.
• Promptly answers incoming calls/texts from RDH Members and assists with their needs.
• Documentation of all member interactions in EMR and handoff any additional care plans to appropriate team members.
• Availability on holidays to cover on-call shifts throughout the year.

Customer Service Representative

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