Technical Support Engineer
PayNearMe
Support Analyst, My Chart, Digital Channel
Prisma Health
full-time
Posted on:
Location: South Carolina • 🇺🇸 United States
Visit company websiteJob Level
JuniorMid-Level
Tech Stack
AndroidiOS
About the role
- Answers incoming calls from patients who want to place orders, respond to inquiries, manage complaints, troubleshoot significant customer service problems, and provide general information.
- Member of the primary contact team for consumers interested in the products we offer and will be responsible for assisting them in completing purchases online and over the phone.
- Inform customers of the product terms and features and project a professional company image through voice and online interactions.
- Receives customer input from phone, email, or web submission and create support tickets.
- Troubleshoots end user issues and determine if the issue can be resolved at Tier 1 or if it needs to be escalated to Tier 2 using established criteria and process.
- Resolves tier1 issues using troubleshooting resolution matrix.
- Gathes information from customers to ensure sufficient data is gained to start case resolutions.
- Directs inbound service interactions to appropriate technical and sales resources.
- Conducts database lookup of consumer/patient records within electronic medical record software.
- Enters updated information within electronic medical records as required.
- Re-directs or engages other departments or specialty groups to resolve consumer/patient requests.
- Maintains compliance with attendance and schedule adherence requirements.
- Maintain interaction quality standards.
- Maintain performance standards.
- Proactively identify and share customer insights in order to recommend process improvements.
- Remain current with product/applications/process changes
- Follows-up and follows-through on open tickets, requests, promises, and questions that have not been answered to provide callers with a resolution.
- Logs interaction outcome in contact management system.
- Performs other duties as assigned.
Requirements
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