Customer Support Specialist

Customer Support Specialist - Chattanooga, TN | Hybrid

Type: Full Time (hourly)

Location: Chattanooga, TN.

About Our Client

Our Client is an innovative healthcare company that prides itself on delivering relationship-driven care. They were founded by a primary care physician whose passion is delivering superior healthcare outcomes with a focus on patient experience and eliminating barriers to care. We are excited to be growing our team’s product, a comprehensive telemedicine service that empowers patients to initiate care journeys with a text message. The service meets patients in their preferred communication channel and delivers care that ranges from prescription refills and telehealth visits to complex specialty referral and chronic condition management.

We offer full time employees medical, dental, and vision coverage effective day one of employment. Employees are eligible to contribute to the company 401k effective day one as well with a 5% match. Short term disability, long term disability, and basic life are covered by the employer for all full time staff members. PTO, holidays, gym stipend, and additional voluntary products are also including a very competitive benefit package.

About the role:

This is an exciting opportunity for a motivated Customer Service Specialist to join the rapidly growing team. The Customer Support Specialist is the starting point for each telehealth encounter and plays a vital role in maintaining continuity of care. The Specialist builds relationships with patients through responsive, clear, and effective communication. The day-to-day role involves triaging patients and coordinating care; dynamically responding, scheduling, charting, referring, setting tasks, and initiating follow-up. The team communicates with and treats patients in a caring and compassionate manner using multiple communication methods, including text, phone, video, and email. The ideal representative is proficient with technology, focused on patient experience, and enjoys a dynamic collaborative environment – working closely with providers to deliver seamless care.

What you can look forward to owning:

• Monitoring the patient engagement software for incoming messages and responding to those messages with a patient-first approach.
• Delighting patients with timely and compassionate responses, building the initial relationship that makes us their preferred healthcare resource for problems big and small.
• Conducting initial patient intake, confirming their identity, reviewing previous uses, and directing them to available providers.
• Maintaining effective communication and continuity of care – connecting patients and providers in a timely and seamless manner.
• Securing patient information while maintaining patient confidence by completing and safeguarding medical records.
• Assisting with scheduling and other care coordination activities.
• Protecting the practice by adhering to professional standards, federal, state, and local healthcare policies.

The essential skills you’ll need to bring:

• Desire to delight patients with timely responses, clear and professional communication, and a steadfast willingness to find solutions to any and all problems.
• 1 years of work experience, preferably in customer service or healthcare.
• Strong communication skills, including active listening and empathy, to effectively address patient needs and concerns and coordinate care.
• Proficient in basic technology (Microsoft products, etc).
• Ability or willingness to learn patient engagement software / customer service systems that enable omnichannel (text, phone, video, email) communication with patients and teammates.
• Ability or willingness to learn basic Electronic Medical Record (EMR) systems.
• Ability to multi-task and work independently in support of a close-knit team.
• Professionalism, teamwork, and organizational skills.

What we have to offer:

Benefits:

• 401(k) matching
• Dental insurance
• Health insurance
• Paid Time Off
• Vision insurance

Shift:

• Day Shift

Our client is an equal opportunity employer and does not discriminate in hiring based on race, color, creed, religion, sex, sexual orientation, national origin, age, disability, pregnancy, genetic information, gender identity, or veteran status.

Job Type: Full-time

Expected hours: 40 per week

Benefits:

• 401(k)
• Dental insurance
• Health insurance
• Paid time off
• Vision insurance

Shift:

• Day shift

Application Question(s):

• How many words a minute (WPM) can you type a minute?

Ability to Commute:

• Chattanooga, TN 37402 (Required)

Work Location: In person