Customer Support Associate

Customer Support Associate

Schedule: Monday-Friday, 8:30am-5pm EST  or 10am-6:30pm

Pay range: $16-$18/hr.

Summary:

The Customer Support Associate II in the Contact Center will interact, on a daily basis, with Lifepoint employees, contractors, and suppliers, via telephone, email, or chat.  Topics of conversation with current or past LPNT employees includes payroll, timekeeping, employee information changes, benefits, retirement, purchasing, accounts payable, and travel & expense inquiries.  External vendors and suppliers will seek guidance on purchase orders, billing, payment status, and other topics.  

Essential Functions:

To perform this job, an individual must perform each essential function satisfactorily, with or without reasonable accommodation.  

•    Answers inbound calls, chats, and emails, in alignment with identified process as well as service level goals
•    Accurately collects and/or validates client information in Five9, ServiceNow, and other applications. 
•    Uses professional communication etiquette and listening skills to assist clients with their needs.
•    Builds a safe and trustworthy environment with clients, by utilizing both scripted and non-scripted communication methods.
•    Addresses the client’s question(s) in a satisfactory manner, including showing the client how to self-serve for when a similar need arises in the future. 
•    De-escalates situations involving dissatisfied clients, offering assistance in a patient and supportive manner.
•    Utilizes and maneuvers between several different applications using dual monitors. 
•    Maintains accurate and up to date information in the documentation system(s).
•    Meets specified goals and objectives, as assigned by management, on a regular basis.
•    Maintains confidentiality of client information at all times.
•    Provides exceptional customer service to all clients.
•    Escalates any problems that may arise to management. 
•    Adheres to the prescribed policies and procedures as outlined in the Employee Handbook, the Employee Code of Conduct, the Work from Home Requirements, and Call Center Guidelines.
•    Maintains awareness of, and actively participates in, the Corporate Compliance Program.
•    Assists with other projects as assigned by management.
•    Adheres to work schedule on a consistent basis.

Qualifications 

Education:

High School Diploma/GED required. Associate’s Degree or Bachelor’s degree preferred.

Experience:

•    Three or more years of call center customer service experience   
•    One year or more experience working remotely
•    Wired High Speed internet with download speed of at least 100 MBPS and upload speed of at least 20 MBPS

Access Point, a division of Lifepoint Health, is a patient engagement company that works on behalf of physicians, hospital systems, and other key stakeholders to improve engagement and enhance outcomes for the populations they service.  Our mission is to improve patient access to care. We believe that success is achieved through talented people. We want to create places where employees want to work, with opportunities to pursue meaningful and satisfying careers that truly make a difference in communities across the country.

We are always looking for people inspired to help us in our mission. If you are someone who wants to change the lives of patients, drive success for our partners and be part of a team driven to improve care, we may have your next opportunity.

Benefits:

At Access Point and Lifepoint Health, our Mission of Making Communities Healthier extends to our employees. We offer an excellent total compensation package, including a competitive salary and benefits. Some of our benefits include 401k, PTO, medical, dental, vision, tuition reimbursement, and an Employee Assistance Program. We believe that happy, healthy people have a passionate engagement with life and work and have designed our package to enhance your wellbeing.

Access Point and Lifepoint Health are committed to providing Equal Employment Opportunities for all applicants and employees and complies with all applicable laws prohibiting discrimination against any employee or applicant for employment because of color, race, sex, age, religion, national origin, disability, genetic information, gender identity, sexual orientation, veterans' status or any other basis protected by applicable federal, state or local law

What we offer 

Fundamental to providing great care is supporting and rewarding our team. In addition to your base compensation, this position also offers:   

• Comprehensive medical, dental, and vision plans, plus flexible-spending and health- savings accounts   
• Competitive paid time off and extended illness bank package for full-time employees  
• Income-protection programs, such as life, accident, critical-injury insurance, short- and long-term disability, and identity theft coverage  
• Tuition reimbursement, loan assistance, and 401(k) matching   
• Employee assistance program including mental, physical, and financial wellness  
• Professional development and growth opportunities 

Pay Transparency Notice (Washington State)

If you believe this job posting does not include accurate or complete pay information in accordance with the Washington State Equal Pay and Opportunities Act, please inform us immediately.  You can contact us at 833-271-4269 to report the issue.  For more information on your rights under Washington’s pay transparency laws, visit the Washington State Department of Labor and Industries website at: https://lni.wa.gov