Care Guide Support Specialist

Job Description Summary

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Job Description Summary

The Customer Support Specialist II is responsible for providing expert technical and customer support to both medical and non-medical customers. This role involves troubleshooting, resolving technical issues, and ensuring customers fully benefit from the company’s products and services. The Specialist will also coordinate with care center staff to provide exceptional experiences for patients and members. Key responsibilities include addressing inquiries, making appointments, and maintaining effective communication between the organization and its clients. The ideal candidate will possess strong problem-solving skills, technical expertise, and a customer-focused approach, with a high level of professionalism in handling sensitive medical information.

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How Will You Make An Impact & Requirements

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Job Description

Care Guide Support Specialist II

The Customer Support Specialist II is responsible for providing expert technical and customer support to both medical and non-medical customers. This role involves troubleshooting, resolving technical issues, and ensuring customers fully benefit from the company’s products and services. The Specialist will also coordinate with care center staff to provide exceptional experiences for patients and members. Key responsibilities include addressing inquiries, making appointments, and maintaining effective communication between the organization and its clients. The ideal candidate will possess strong problem-solving skills, technical expertise, and a customer-focused approach, with a high level of professionalism in handling sensitive medical information.

Key Responsibilities:

• Technical and Customer Support:
• Respond to customer inquiries promptly via phone, email, or chat and ensure efficient resolution of issues.
• Advance knowledge of technology including ability to troubleshoot connectivity., and communicate complex technical information to customers in an understandable and customer-friendly manner.
  
  

• Medical Customer Service & Coordination:
• Provide customer service to patients/ members, addressing inquiries regarding medical appointments, insurance verification and eligibility determinations, benefits, etc.
• Process medical orders, including verifying patient information, coordinating, and ensuring accuracy in documentation.
• Providing accurate information related to care center services, locations and providers
• Work closely with care center staff to ensure a seamless and best-in-class experience for all customers, particularly for medical-related inquiries.
• Utilize appropriate tools to help determine next steps, including RN Triage, Urgent/Emergent and other processes as appropriate
• Respond to questions regarding claims, pharmacy, benefits and other insurance related topics and issues
  
  

• Issue Resolution & Troubleshooting:
• Diagnose and resolve technical and customer service-related issues, escalating complex or unresolved problems to higher-level teams as needed.
• Maintain follow-up communication with customers to ensure issues are fully resolved and that they are satisfied with the outcome.
  
  

• Customer Documentation & Record Keeping:
• Accurately document all customer interactions, technical support issues, and resolutions in the company's CRM or ticketing system.
• Maintain confidentiality and adhere to HIPAA regulations when handling sensitive medical information.
  
  

• Collaboration & Feedback:
• Collaborate with other internal teams, including technical support, care centers, and product development, to improve customer service processes and enhance product offerings.
• Participate in calibrations where your results, call recordings, etc. are shared with others for the purpose of quality improvement and assessment.
  
  

• Visual Acuity:
• Ability to read text on a computer screen or printed documents for several hours at a time.
  
  

• Sitting for Extended Periods:
• Sitting for extended periods while answering calls, responding to emails, or using a computer.
• Suggested Duration: 4-8 hours per day, with regular breaks.
  
  

• Use of Computer and Office Equipment:
• Required to use a computer, laptop camera, headset, and other office equipment.
• Ability to type and use a mouse/keyboard efficiently, along with headset or phone usage for communication.
• Required to appear on camera and in compliance with our dress code for all meetings, training, coachings and other designated interactions.
• Required to maintain stable internet connectivity in compliance with company standards.
  
  

• Hand and Arm Dexterity:
• Ability to type quickly and accurately, manage multiple tasks simultaneously, and handle office equipment (e.g., headset, mouse).
  
  

• Clear Communication:
• Typical Requirements: Clear speaking and listening abilities, as well as accurate written communication skills.
  
  

• Physical Stamina:
• While not physically demanding in terms of heavy lifting or strenuous activity, remote customer service workers may need to maintain focus for long periods, sometimes requiring stamina to stay engaged.
• Ability to remain alert and engaged during calls and interactions for extended periods (e.g., 4-8 hours).
  
  

• Occasional Lifting of Office Equipment:
• While this position doesn’t generally face heavy physical tasks, you may need to move or set up their office equipment occasionally, such as adjusting a desk, setting up a new monitor, or repositioning chairs.
• Ability to lift office supplies or equipment (typically 10-20 lbs).
  
  

• Work Environment Maintenance:
• Ability to arrange a work area that promotes efficiency, comfort and ensures the confidentiality of our customers/patients which includes potentially involving adjusting furniture or organizing equipment. This requires a dedicated, private interruption free work space.
• Company policy prohibits employees from providing dependent care for an adult or child during work hours.
• Hybrid employees must adhere to in-office schedules and requirements as determined by management
  

This represents a summary and not an exhaustive list of duties, responsibilities or requirements for this role.

Compensation: $20/hr. - $25/hr. & bonus eligible

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