YOUR APPLICATION WILL NOT BE CONSIDERED IF YOU DO NOT COMPLETE THE PHONE SCREENING
Member Support Specialist
Position Summary:
Nsight Health, Inc. is a dynamic and innovative company at the forefront of the Remote Patient Monitoring and Chronic Care Management vertical within Value-based Healthcare. We are dedicated to effective and efficient business project/process management to meet our objectives. In this role, the Member Support Specialist will provide excellent call center support to patients through phone, live chat, and email. You will resolve problems, offer guidance, troubleshoot issues, and build relationships with our community of patients.
Primary Function:
- Handling customer calls, emails, and chats for customer support
- Resolving product, service, or tech problems by clarifying the patient’s questions or complaints; determining the cause of the problem, and selecting and explaining the best solution to solve the problem
- Responding to calls using appropriate documentation and language
- Collaborate with Supervisors to escalate complex issues or trends
- Escalating customer complaints to a supervisor when required
Essential Functions and Responsibilities:
- An obligation and commitment to deliver exceptional customer service and helping the customers achieve their goals
- Receive inbound calls, emails, and chats to gather and verify required information to take action do everything within their power to solve problems
- Actively listen to the customer, and show empathy and patience
- Provide accurate information and place appropriate notes in the system indicating exactly what action was taken or needs to be taken along with follow-up steps
- Diagnose and troubleshoot technical problems and provide timely and effective solutions
- Walk customers through step-by-step instructions to resolve technical issues.
- Ensure policies and procedures are followed on all interactions
- Maintain thorough knowledge of systems so that information can be researched and proper information is given to customer
- Learn and retain a thorough working knowledge of all existing and new processes and procedures
- Provide clear and concise explanations of technical solutions
- Maintain a deep understanding of the company’s products and services.
- Stay up-to-date with product updates and changes to provide accurate information to customers
- Attend Team Meetings/additional training sessions as scheduled
- Performs other duties as assigned
Qualifications:
- Above average verbal and written communication skills - ability to speak accurately, using proper grammar, and good enunciation
- Strong problem-solving and analytical skills
- Ability to listen attentively and to use information provided by clients to tailor responses and actions to meet the client’s specific needs
- Ability to build a strong rapport with customers
- Ability to resolve conflict
- Ability to work in a fast-paced, hectic, changing/evolving environment
- Ability to organize and follow up on multiple tasks/details with accuracy and timeliness
- Ability to operate and efficiently navigate a phone system and personal computer
- Ability to work a variety of shifts including days, afternoons, evenings, weekends, and holidays
- Ability to effectively interact with employees at all levels of the organization and work with a variety of people from diverse backgrounds
Education & Experience (Required/Preferred):
- High school diploma or equivalent required
- Must have at least six months of customer service/technical support experience or equivalent
- Experience in troubleshooting customer devices (phones/wireless/internet etc.)
- Experience with Five 9 or a similar product is preferred
Computer Skills:
Certificates and Licenses:
Language & Reasoning Ability:
- Read, write, and interpret documents, instructions, policies, and procedures. Write routine reports and correspondence. Analyze and interpret documents. Respond effectively to inquiries.
- Interpret various instructions and apply common sense understanding to complete instructions furnished in written, oral, or diagram form. Solve practical problems and deal with multiple variables where only limited standardization exists. Apply logical thinking to solve problems.
Physical Demands:
- Typical physical demands of an office environment. Ability to sit, stand, bend, look at a computer screen, answer telephone calls, etc. Reasonable accommodations may be made to enable individuals with disabilities to perform essential job functions.
YOUR APPLICATION WILL NOT BE CONSIDERED IF YOU DO NOT COMPLETE THE PHONE SCREENING
Job Type: Full-time
Pay: $17.00 - $20.00 per hour
Expected hours: 40 per week
Benefits:
- 401(k)
- 401(k) matching
- Dental insurance
- Health insurance
- Paid time off
- Vision insurance
Experience level:
Shift:
- Day shift
- Evening shift
- Rotating shift
Weekly day range:
- Monday to Friday
- Rotating weekends
- Weekends as needed
Work setting:
Work Location: Remote