Patient Support Specialist
- Be signed into Zendesk, and consistently working in the ticket and phone queues assigned by your team lead.
- Use your resources in the Zendesk Guide knowledgebase to locate the answers to patient questions, and for process steps to complete work.
- When unable to locate documentation, ask for support using chat groups in order to provide a timely response to the patient.
- Minimum performance metrics required after 90 days of work:
- Obtain 85% or better CSAT ratings
- Achieve less than 1% error rate
- Complete 10 tickets/calls per hour
- Adhere to the published work schedule >94% of the time
- Other metrics may be assigned upon management discretion
- Minimum 1 year of customer support experience (call center experience is preferred).
- Minimum 1 year of healthcare experience, preferably in enrollments or insurance
- Strong attention to detail, with experience in an environment with low/no tolerance for errors
- Strong phone presence with exemplary customer service skills
- Strong written comprehension and written communication skills
- Capable of quickly searching knowledgebase to locate answers
- Familiar with following complex processes, and navigating multiple software systems during their workday
- Must have a good understanding of computers, hardware, networks, etc.
- Adaptable to swift changes
- Open to giving and receiving feedback graciously and professionally
- Patient Support Business Hours are 6a-6p PST Monday-Friday, and 6a-3p PST on Saturdays, Sundays and holidays. We are open 365 days per year. Employees must be available for any shift within business hours, but employees are provided a regular shift that would only change with notice.
- Overtime may be available, and will occasionally be required.
- Holiday work may be required if there aren’t enough volunteers to cover the shift.
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