Customer Support Associate, Email/SMS and Influencer Outreach
Pomelo
Consult Support Specialist
Teladoc Health
full-time
Posted on:
Location Type: Remote
Location: Remote • 🇺🇸 United States
Visit company websiteSalary
💰 $22 - $25 per hour
Job Level
JuniorMid-Level
About the role
- Real-time monitoring of multiple dashboards and acting on daily strategies to address members and provider escalations across multiple states, systems, and product lines
- Provide exceptional customer service and troubleshooting to solve for root cause
- Escalate to internal and external stakeholders and deliver corrective action in a timely manner using clear and concise communication
- Review, analyze and research various data points that could impact department KPIs and take corrective action to resolve the situation
- Assess circumstances relevant to KPIs and provide direction to internal and external stakeholders in real time with a 4-hour look ahead
- Identify and document daily trends and communicate to key stakeholders
- Acquire full knowledge and understanding of various products/proprietary systems to serve as a subject matter expert
- Provide detailed documentation, adequate end of shift notes, and accurate information in assigned logs
- Build and maintain rapport with network providers to offer real-time assistance and ensure appropriate access to systems and tools
- Act as a resource for members assisting with consult inquiries and supporting member-provider interactions
- Act as liaison between IT and Operations on technical or system issues
- Attend team huddles, meetings, and debriefings
- Maintain confidentiality and comply with applicable regulations (e.g., HIPAA)
- Provide quality-driven experience for members and providers
Requirements
- Ability to work 6a-2:30p CST and 2p-10:30p CST, including nights, weekends, and holidays (shift differential pay for weekday evenings and weekends)
- Possess strong analytical and critical thinking skills
- Excellent written and verbal communication skills
- Represent Teladoc Health to members, providers, and clients in a courteous and professional manner
- Proactive and resourceful team player
- Demonstrate strong attention to detail
- Aptitude to learn, follow process and identify innovations for improvement
- Possess the ability to work on multiple projects, define tasks and assign priority level with minimal supervision
- Ability to adapt to changes in fast-paced work environment
- Working knowledge of mental health terminology, processes, and procedure, a plus
- Proficient in Excel
- Undergraduate degree, preferred
- 2+ Years in customer service operations
- 6 months Teladoc Health customer relations experience, preferred
- Experience in healthcare or mental health care, preferred
- Prior call center leadership position, preferred
- Bi-lingual, a plus
- Applicants must be currently authorized to work in the United States without the need for visa sponsorship now or in the future
Benefits
- Eligible for a performance bonus
- Benefits (subject to eligibility requirements) listed here: Teladoc Health Benefits 2025
- Shift differential pay for weekday evenings and weekends
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
Excelcustomer service operationsdata analysistroubleshootingdocumentationKPI assessmentroot cause analysismental health terminologycall center leadership
Soft skills
analytical skillscritical thinkingwritten communicationverbal communicationattention to detailproactiveresourcefulteam playeradaptability
