Support Analyst, Customer Service/Non-Technical, 2pm - 10:30pm

About this role

Inspire health. Serve with compassion. Be the difference.

Job Summary Answers incoming calls from patients who want to place orders, respond to inquiries, manage complaints, troubleshoot significant customer service problems, and provide general information. Member of the primary contact team for consumers interested in the products we offer and will be responsible for assisting them in completing purchases online and over the phone. Inform customers of the product terms and features and project a professional company image through voice and online interactions.

Essential Functions • All team members are expected to be knowledgeable and compliant with Prisma Health's purpose: Inspire health. Serve with compassion. Be the difference.

• Receives customer input from phone, email, or web submission and create support tickets. Troubleshoots end user issues and determine if the issue can be resolved at Tier 1 or if it needs to be escalated to Tier 2 using established criteria and process. Resolves Tier 1 issues using troubleshooting resolution matrix. Gathers information from customers to ensure sufficient data is gained to start case resolutions. Directs inbound service interactions to appropriate technical and sales resources. Conducts database lookup of consumer/patient records within electronic medical record software. Enters updated information within electronic medical records as required. Re-directs or engages other departments or specialty groups to resolve consumer/patient requests. Maintains compliance with attendance and schedule adherence requirements. Maintain interaction quality standards. Maintain performance standards. Proactively identify and share customer insights in order to recommend process improvements. Remain current with product/applications/process changes

• Follows-up and follows-through on open tickets, requests, promises, and questions that have not been answered to provide callers with a resolution. Logs interaction outcome in contact management system.

• Performs other duties as assigned.

Supervisory/Management Responsibilities • This is a non-management job that will report to a supervisor, manager, director, or executive.

Minimum Requirements • Education - High School Diploma or equivalent, OR post high school diploma

• Experience - Two (2) years customer service experience. Experience supporting customers via phone, email, and chat preferred.

In Lieu Of • NA

Required Certifications, Registrations, Licenses • NA

Knowledge, Skills and Abilities • Ability to create exceptional customer experiences both by helping and retaining customers.

• Tech savvy with a knowledge of Android, iOS, and Windows devices

• Metrics-driven and proven ability to handle a high volume of customer interactions.

• Conflict resolution skills

• Proficient computer skills (word processing, data entry)

Work Shift

Location 1301 Taylor St Baptist

Facility 7001 Corporate

Department 70019804 Contact Center - Customer Way Finding

Share your talent with us! Our vision is simple: to transform healthcare for the benefits of the communities we serve. The transformation of healthcare requires talented individuals in every role here at Prisma Health.

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