Support Analyst, MyChart Support
Prisma Health
full-time
Posted on:
Location Type: Remote
Location: South Carolina • United States
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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 Tier 1 issues using troubleshooting resolution matrix.
- Gathers 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
- Education - High School Diploma or equivalent, OR post high school diploma
- Two (2) years customer service experience.
- Experience supporting customers via phone, email, and chat preferred.
- Ability to create exceptional customer experiences both by helping and retaining customers.
- Tech savvy with a knowledge of Android, iOS, and Windows devices
- Metrics-driven and proven ability to handle a high volume of customer interactions.
- Conflict resolution skills.
- Proficient computer skills (word processing, data entry).
Benefits
- Inspire health. Serve with compassion. Be the difference.
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills & Tools
customer servicetroubleshootingdata entrydatabase lookupcontact managementelectronic medical recordsmetrics-drivenconflict resolutionphone supportemail support
Soft Skills
exceptional customer experiencecommunicationproblem-solvingattention to detailteam collaborationadaptabilityprofessionalismproactive approachtime managementcustomer retention
Certifications
High School Diplomapost high school diploma