Prisma Health

Support Analyst, My Chart, Digital Channel

Prisma Health

full-time

Posted on:

Origin:  • 🇺🇸 United States • South Carolina

Visit company website
✨ AI Apply
Manual Apply

Job 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

  • 📊 Resume Score Upload your resume to see if it passes auto-rejection tools used by recruiters Check Resume Score