Handle all phone calls, emails, and SMS messages from patients answering questions about PhilRx
Work collaboratively with the Psup leadership and PhilRx teams to resolve issues in a timely manner
Be signed into Zendesk and consistently working in the ticket and phone queues assigned by your team lead
Use Zendesk Guide knowledgebase to locate the answers to patient questions
Query chat groups for support when unable to locate documentation
Obtain 85% or better CSAT ratings after 90 days of work
Achieve less than 1% error rate
Complete 10 tickets/calls per hour
Adhere to work schedule >94% of the time

Requirements

Minimum 1 year of customer support experience (call center experience is preferred).
Minimum 1 year of healthcare experience, preferably in enrollments or insurance
Strong attention to detail, with experience in an environment with low/no tolerance for errors
Strong phone presence with exemplary customer service skills
Strong written comprehension and written communication skills
Capable of quickly searching knowledgebase to locate answers
Familiar with following complex processes, and navigating multiple software systems during their workday
Must have a good understanding of computers, hardware, networks, etc.
Adaptable to swift changes
Open to giving and receiving feedback graciously and professionally

Benefits

Ground floor opportunity with one of the fastest-growing startups in health-tech
Fully remote working environment available in the following states: AZ, CA, CO, FL, GA, IA, ID, IL, IN, MA, MI, MO, NC, NH, NJ, NY, OH, OK, OR, PA, SC, TN, TX, UT, VA, WA, WI, WV
Competitive compensation (commensurate with experience)
Full benefits (medical, dental, vision)
401(k)

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools

customer supportcall center experiencehealthcare experienceattention to detailwritten communicationknowledgebase navigationcomputer skillserror rate managementticket resolutionCSAT ratings

Soft Skills

strong phone presenceexemplary customer serviceadaptabilityfeedback receptivenesscollaborationproblem-solvingtime managementorganizational skillscommunication skillsdetail-oriented