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Immediate need for a talented Call Center / Customer Service - Customer Service Rep 1. This is a 05+ Months Contract opportunity with long-term potential and is located in The Woodlands, TX(Hybrid). Please review the job description below and contact me ASAP if you are interested.
Job ID: 23-53687
Pay Range: $19- $20/hour. Employee benefits include, but are not limited to, health insurance (medical, dental, vision), 401(k) plan, and paid sick leave (depending on work location).
Key Responsibilities:
Pyramid Consulting, Inc. provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.
Job ID: 23-53687
Pay Range: $19- $20/hour. Employee benefits include, but are not limited to, health insurance (medical, dental, vision), 401(k) plan, and paid sick leave (depending on work location).
Key Responsibilities:
- Provide world-class, “white-glove”, Customer Service experiences in a Call Center environment.
- Develop a thorough understanding of patient centered oncology care, patient portal workflows, and how Ontada Technology Solutions support these.
- Providing first line technical support to Technology Solutions customers and their patients.
- Assist internal and external customers by phone, email, chat and/or using a ticket management system.
- Create a ticket for each call or update existing ticket for customer follow-up.
- Quickly and accurately determine incident scope and impact.
- Document all incident details including a thorough description, steps taken to troubleshoot, record type classification, and escalation of issues to Tier 2 and Tier 3 support teams.
- Leverage knowledge base, help menu and other tools to support customers in a consistent manner.
- Follow up on incidents with customers and internal teams until the incident is resolved.
- Maintain key performance indicators including, but not limited to, availability, timeliness to answer, timeliness to resolve, quality interaction and customer satisfaction.
- Support applications on various OS and Devices - computers, laptops, tablets, smart phones.
- Drive collaboration across internal and external Customer Service teams including practice IT, vendors, and other escalation points until the incident is resolved.
- Facilitate troubleshooting of application issues and contribute to the creation of easy-to-follow knowledge base articles on findings.
- Develop an awareness on how the patient portal integrates with other healthcare technology solutions.
- Must Have: Required Keywords: “Patient Support” AND patient services AND healthcare AND patient access and pharmacy technician.
- High School Diploma.
- 1-year of related experience highly desired.
- Shift Details: Monday - Friday 8:00am - 5:00pm Central.
- Exceptional written and verbal communication and organizational skills.
- Ability to communicate technical issues to non-technical personnel.
- Remain graceful and tactful under pressure, demonstrating patience, composure, and professionalism.
- Superior attention to detail and ability to prioritize incidents in a fast-paced environment, ensuring adherence to all deadlines.
- Ability to exercise sound critical thinking and problem-solving skills, executing responsibilities with minimal guidance.
- Experience using, implementing, or supporting clinical workflow in Patient Portal applications and other clinical systems.
- Typing speed of 60+ WPM.
- Provide first line support for patient portal technology access issues or requests.
- Deliver support assistance by phone, email, chat, and/or using a ticket management system.
- Escalate critical incidents.
- Bilingual English / Spanish, complete comprehension, literacy, and fluency in both languages.
- High Energy and self-motivated to produce quality solutions.
- In-the-field patient care experience highly desired.
- General Office Demands.
- 10% Travel to customer sites for implementation assistance and training opportunities.
Pyramid Consulting, Inc. provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.
