Member Support Specialist

About This Opportunity: CareATC is seeking a dedicated Member Support Specialist for a full-time position, with the flexibility to work remotely within Oklahoma, ideally in Tulsa or nearby areas. Tackle challenging, unique situations daily and work directly with CareATC members and patients to understand, troubleshoot, and guide system connections, including login support, and general system access questions. Commit to expanding technological skills and knowledge of services that support the company's strategic objectives and clinical mission. This role is responsible for providing software and application support in a healthcare environment, as well as supporting other Technology business units as needed. You must possess an exceptional attitude, outstanding patient care background, ability to work in a team environment and exemplify a passion for prevention and wellness.

• Full-Time - 40 hours per week
• Monday-Friday 9:00 AM - 6 PM CST
• Remote Opportunity
• Must live in Oklahoma, preferably in the Tulsa or nearby areas
• Benefit-Eligible (Medical, Dental Vision, 401K, PTO, Disability & Life Insurance, Wellness Program, and much more)

The role of the Member Support Specialist:

• Provide software/application support to CareATC members for all member-facing systems, including the patient portal, and mobile app.
• Resolve member/client inquiries and issues in a timely manner and communicate resolution effectively through phone, email, or Zoom communication channels by utilizing active listening, verbal and written communication, and a professional phone voice.
• Outbound calls to members to assist with portal issues
• Eligibility verification for members who are inactive or not in the system
• Provide backup support to health centers during closures for inclement weather or internet and power outages that exceed a 48-hour outage.
• Provide patient support with direct clinic phone numbers.
• Communicates with third-party language services to assist multilingual callers.
• Assist Marketing in directing emails submitted via the CareATC website.
• Gather and document member feedback to improve services.
• Escalate recurring problems to the Team Lead and Sr. Manager to maintain stable and reliable systems for CareATC members.
• Back up support to Member Support Team Lead for the following:
  • Help scout Registration Account Tickets
  • Registration Attempt Viewer Queue
  • Manual queue cleanouts
• Assist with a variety of projects associated with Patient Experience initiatives.
• Regular attendance and timeliness of arrival to shift is required.
• Other duties as assigned.

The CareATC Difference:

Our unique model partners directly with the employer and does not use traditional fee-for-service health care. This allows physicians and their clinical staff to focus on being the patient-centered medical home for their patients and are not burdened by managing the financial aspect of the business.

Our structure is a win for:

• The Patient: Little or no cost for excellent medical care nor dispensed medication,
• The Provider: Consistent schedule allowing for work-life balance, no on-call schedule, and no weekend, or holiday schedules. Allows for consistent income with manageable productivity expectations.
• The Employer: An excellent benefit resulting in happier, healthier employees and families which will reduce the costs of their medical plans.

Qualifications:

• High School diploma or equivalent
• Minimum of one year experience in a call center or technology support help desk
• 1-3 years of experience troubleshooting Windows, iOS, Android, and MacOS computing platforms
• Knowledge of customer service principles and techniques

Experience:

• Demonstrated competency using Microsoft Office products (Outlook, Excel, PowerPoint, Word) to effectively communicate important information.
• Demonstrated excellent customer service, communication, and organizational skills.
• Demonstrated successful working relationships with both internal and external customers.

Other Requirements:

• Strong attention to detail
• Advanced Microsoft Excel skills
• Excellent oral and written communication skills characterized by the ability to communicate effectively with varying audiences
• Ability to prioritize efficiently and handle multiple tasks
• Familiarity with concepts of software application support
• Excellent customer service skills
• Strong project management skills
• Excellent problem-solving skills with the ability to exercise critical thinking and logical reasoning

Perks:

• Clinic and medication provided at low cost or no cost to employees and dependents
• Full benefit package, for eligible roles, including Medical, Dental Vision, 401K, PTO, Disability & Life Insurance, Wellness Program, and much more.