Description
General Summary of Position
Under General Supervision, acts as the first line of contact for the Telehealth Operations and Support Center, a seven day per work telehealth support function operating within the MedStar Telehealth Innovation Center. Provides tier 1 technical support to patients and MedStar clinical and non-clinical associates who are engaging with telehealth platforms and services. Elicits and records patient and/or provides information and inquiries by following established protocols to resolve or escalate all customer inquiries. Advocates on the caller/customer's behalf to ensure their needs are met and to promote the perfect patient experience. Demonstrates ability to establish and maintain effective relationships with patients and providers through active listening, empathy, courtesy, and professionalism in a virtual environment.
Primary Duties and Responsibilities
Minimum Qualifications
Education
- Associate's degree required
Experience
- 2 years experience in a high - volume customer service industry and/or health care receiving, analyzing and resolving customer concerns from basic to complex in nature. Minimum of 1-year telephonic customer service or patient care experience required; typically acquired in a call center role, front desk reception, hospital or medical office. required
Licenses and Certifications
- No special certification, registration or license
Knowledge, Skills, and Abilities
- Ability to type 40 WPM accurately. Intermediate proficiency with basic technology programs including Microsoft Word (create and edit documents) and Microsoft Excel (create and edit spreadsheets). Ability to navigate and operate multiple technology programs and devices simultaneously while speaking on the telephone. Ability to demonstrate exceptional interpersonal skills through telephone/written communication. Ability to empathize with and prioritize MedStar customer needs. Ability to determine customer needs and provide appropriate solutions. Ability to remain composed, focused and demonstrate compassion during stressful situations. Ability to demonstrate learning and decision-making skills. Good composition skills - ability to compose grammatically correct and accurate written communication. Strong multi-tasking ability with the effective application of critical thinking skills. Ability to work in a high-stress, high complexity environment and demonstrate a high sense of urgency. Strong attention to detail is mandatory.
This position has a hiring range of $18.33 - $31.61
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