Customer Service Representative

• Responsibilities:
  
• Organizational and Tracking skills
  
• Answering emails, or messages from patients seeking assistance
  
• Providing guidance on how to schedule appointments, access the telehealth platform (Healthie), and navigate the online patient portal.
  
• Technical Assistance:
  
• Assisting patients with technical issues related to telehealth software or mobile applications, such as login problems, video/audio issues, or troubleshooting.
  
• Appointment Scheduling:
  
• Managing appointment bookings and cancellations for patients, ensuring accurate scheduling and timely reminders.
  
• Insurance Verification:
  
• Verifying patients' insurance information is uploaded (and if it isn't, assist in uploading insurance information) and explaining the telehealth billing process, co-pays, and deductibles.
  
• Information Sharing:
  
• Educating patients about the telehealth process, including consent forms, privacy policies, and security measures to ensure confidentiality.
  
• Billing Inquiries:
  
• Addressing billing inquiries and disputes, assisting patients in understanding their invoices, and coordinating with the billing department as needed.
  
• Complaint Resolution:
  
• Resolving patient complaints, concerns, or disputes in a professional and empathetic manner to ensure a positive patient experience.
  
• Coordination with Healthcare Providers:
  
• Collaborating with healthcare providers to facilitate telehealth appointments, relay patient information, and address any issues or questions they may have.
  
• Data Entry and Documentation:
  
• Accurately recording patient information, interactions, and service requests in the company's database or customer relationship management (CRM) system.
  
• Quality Assurance:
  
• Participating in quality assurance programs to ensure adherence to telehealth best practices and providing feedback to improve service quality.
  
• Compliance:
  
• Staying up-to-date with healthcare regulations and telehealth industry standards to ensure compliance with legal and ethical guidelines.
  
• Training and Development:
  
• Participating in ongoing training programs to enhance knowledge of telehealth technology and patient support skills.
  
• Cross-Functional Collaboration:
  
• Collaborating with other departments such as IT (from Healthie), OpenLoop (clinical group) and operations (co-founders of Fridays) to address patient needs and improve the overall telehealth experience.
  
• Reporting:
  
• Generating reports on customer inquiries, trends, and feedback to help the company make data-driven improvements to its services.
  
• Communication Skills:
  
• Demonstrating excellent communication skills, empathy, and active listening when interacting with patients to build trust and rapport.
  

Requirements

• Ability to resolve and assist customers effectively, going beyond just providing links to genuinely help and address customer issues.
  
• Experience in customer support, preferably within the healthcare support industry (experience with platforms like Healthie is a plus).
  
• Bright and proactive individual with excellent problem-solving skills.
  
• Proficiency in Zendesk, RingCentral, and Slack for effective customer support ticket management, communication, and internal team collaboration.
  
• Strong communication skills, both written and verbal.
  
• Must have Fiber Optic internet with at least 25 Mbps bandwidth
  
• Must have a backup desktop or laptop with the latest OS
  
• Must be able to work from 9PM-6AM Monday to Friday (with a possibility of weekend schedule)
  

Benefits