Patient Portal and Technical Support Service Desk Associate

• Respond to incoming Patient Portal and Technical Support Service Desk calls
• Provide professional and high-quality customer service to patients and users through adherence to scripts, workflows and in compliance with corporate policies and procedures
• Provide front-line technical support for all patients and users
• Escalate complex technical and application issues to the appropriate teams when necessary
• Identify and suggest possible improvements to patient experience and deliver exceptional customer service to all callers
• Read text on computer screens for the duration of the shift
• Remain at designated workspace and in the phone queue for an 8 to10-hour period with scheduled breaks
• Ensure a quiet, private workspace with high speed, wired internet
• Have a working cell phone for manager communication and Two-Factor Authentication

• Bilingual (speaking & writing)
• 1 to 3 years of customer service, preferably in a contact center environment or medical environment
• 1 to 3 years of experience analyzing and solving customer problems
• Ability to communicate technical information clearly to non-technical users
• Strong organizational skills and attention to detail
• High school diploma or equivalent required

• Experience in a call center environment
• Demonstrate a service philosophy in all interactions
• Effective communication and interpersonal skills
• Proficient typing and English language skills (both verbally and in writing)
• Demonstrate the ability to actively listen to callers, analyze their needs, and determine the appropriate action based on the customer's requirements
• Exceptional ability to work optimally in a fast-paced environment

Full comprehensive benefits package that starts from your first day of employment