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Customer Support Coordinator Jobs

Company

TimelyMD
Address , Dallas-Fort Worth, Tx
Employment type FULL_TIME
Salary
Expires 2023-06-25
Posted at 1 year ago
Job Description
The Role
TimelyMD is looking for a highly motivated Customer Experience Associate/Customer Support Coordinator to deliver excellent services to patients and the providers who administer care for our patients. You will be the first point of contact for college patients in need of assistance with using our virtual care services and providers with scheduling or technical issues, with a goal of providing excellent customer service and connecting members to care within our Service Level Agreements (SLAs). We are looking for self-starters who love solving problems, and are flexible and calm under pressure. The ideal candidate will have experience in Customer Support and/or IT Help Desk Support.

Location:
We offer a remote work environment. Work from Home criteria includes but is not limited to maintaining your own internet with approved speed requirements, secure workspace free from distractions, and successful completion of the training program. Adherence to HIPAA and governmental compliance are required in this role.

Schedule:
9 pm - 7:30 am Friday, Saturday, Sunday, and Monday

As we staff our business in a strategic and dynamic way, it may require us to adjust scheduled working hours to meet the variability of call volume. There may be periods of peak volume where we ask for an increase in your standard hours worked through overtime. Any requested increase or decrease to hours will be communicated with advance notice to a team member and without impact to benefit eligibility.

What You’ll Do

  • Use analytical skills to troubleshoot various systems and provide technical answers as it relates to our TimelyCare platform.
  • Develop strong understanding and knowledge of the organization’s product, services, and processes in order to support patients and providers and act as a resource for internal stakeholders
  • Provides customers with courteous, friendly, and efficient service, leading to the resolution of any issues
  • Maintain awareness of patients who are waiting to be seen by our providers, ensuring they are seen in a timely manner. Manage provider alerts appropriately.
  • Other duties as assigned
  • Embrace the TimelyMD values with your engagement and performance
  • Utilize critical thinking and effective communications to provide thoughtful, empathetic, customized solutions that help patients with their overall virtual care coordination as well providers with their technical and scheduling needs.
  • Follow a HIPAA compliant procedure for all communications with internal and external sources
  • Provide feedback using appropriate channels to improve product, process, procedures, scheduling, and service levels.
  • Support the TimelyMD virtual care operations, serving as the primary point of contact for all patient and provider inquiries, in a timely fashion.
  • Adhering to all operational, quality, security, risk and regulatory policies and procedures.

What You Bring

  • Find creative problem solving fulfilling and challenging
  • Thrive in an environment that is dynamic and collaborative, utilizing good judgment with ambiguity
  • Adaptability to quickly changing priorities and member needs
  • Ability to remain engaged throughout the entirety of your shift with minimal to no distractions
  • Prior customer service experience in a remote environment
  • Understanding of virtual care best practices with considerable attention to detail including proficiency with TimelyCare or competitive virtual care mobile and web app and admin
  • Strong time management skills, with the ability to manage competing priorities
  • Excellent customer service skills with strong verbal and written communication skills (bilingual a plus, but not required)
  • Flexibility to work weekends and holidays
  • Bachelor's degree from an accredited college or university, preferred
  • Reliable high speed internet connection
  • Experience with Zendesk and Dialpad, required
  • Proficiency or rapid assimilation to operate productivity technologies; Microsoft Office, Google Suite, Zoom, Slack, Intercom, Salesforce, Amazon Quicksight, and Electronic Health Record systems.
  • Ability to work various shifts from Monday through Sunday

Benefits + Perks

  • 13 Paid Company Holidays + No work on your birthday!
  • Concierge benefit support services
  • Company-sponsored Health Insurance (Medical, Dental, Vision) + Pet Insurance
  • Mission Driven Purpose with a Supportive Team Culture
  • Variable bonus eligibility on a quarterly basis
  • Free access to TimelyCare virtual medical and mental health support for you and your immediate family
  • Unlimited PTO + Volunteer Time Off (VTO) as an organization to give back to the community
  • 401(k) with employer match
  • Company-paid group Life Insurance + Company-paid Short Term Disability