Support Specialist

<h2><u style="background-color: transparent;">About the Role</u></h2><div><span style="background-color: transparent;">We are looking for a Support Specialist who will be a vital member of our team, responsible for providing administrative and technical support to patients, providers, and pharmacies using our telehealth services. In this role, you will be on the front lines, ensuring a seamless virtual healthcare experience by answering questions about appointments, navigating the virtual platform, and managing patient accounts with professionalism and compassion. You will be instrumental in making sure every virtual visit is an outstanding one, all while adhering to HIPAA regulations and maintaining exceptional customer service standards.</span></div><div><br></div><div><strong style="color: rgb(230, 0, 0);"><em><u>Shift Requirements:</u></em></strong><em style="color: rgb(230, 0, 0);"> This role is critical to our 24/7 clinical operations. To ensure full coverage, you must be available to work a flexible schedule that includes evenings, weekends, and holidays. Shifts are assigned on a mandatory rotating basis to maintain organizational capacity.</em></div><div><br></div><h2><u style="background-color: transparent;">What You'll Do</u></h2><div><span style="background-color: transparent;">As a Support Specialist, you will be the primary point of contact for our users, ensuring their success on our platform. Your primary responsibilities will include:</span></div><div><br></div><ul><li class=""><span style="background-color: transparent;">Providing Tier 1 technical support, facilitating patient onboarding, and troubleshooting technical problems for patients, providers, and other customers via email, chat, and phone.</span></li><li class=""><span style="background-color: transparent;">Performing essential point-of-service activities, such as visit preparation, payment collection, patient tracking, prescription handling, and record tracking, to ensure accuracy and a great patient experience.</span></li><li class=""><span style="background-color: transparent;">Professionally investigating, triaging, and resolving patient issues to ensure their visit is a positive one.</span></li><li class=""><span style="background-color: transparent;">Facilitating administrative tasks, including entering and maintaining confidential patient information and performing telephone triage.</span></li><li class=""><span style="background-color: transparent;">Developing a deep understanding of our products and contributing to the accuracy, quality, and user-friendliness of documentation, guides, and FAQs that help customers find solutions independently.</span></li><li class=""><span style="background-color: transparent;">Collaborating effectively with cross-functional teams, including clinical staff and the Tier 2 Technical Support team, to ensure the smooth resolution of issues and to relay customer feedback for product improvements.</span></li><li class=""><span style="background-color: transparent;">Adhering to compliance policies and procedures, and properly documenting all customer interactions within Zendesk.</span></li><li class=""><span style="background-color: transparent;">Creating a welcoming and professional environment for all users by demonstrating exceptional customer service and telephone etiquette.</span></li><li class=""><span style="background-color: transparent;">Staying updated with product updates, industry trends, and best practices to offer the most effective support.</span></li></ul><h2><br></h2><h2><u style="background-color: transparent;">Why You Might Be a Good Fit</u></h2><ul><li class=""><span style="background-color: transparent;">You are deeply committed to providing exceptional customer care and thrive on making a positive impact on a patient’s healthcare journey.</span></li><li class=""><span style="background-color: transparent;">You are an excellent communicator who can work with a diverse patient population and workforce, demonstrating empathy and professionalism in every interaction.</span></li><li class=""><span style="background-color: transparent;">You have a knack for troubleshooting and resolving general technology issues, and you are great at explaining features and providing clear instructions to others.</span></li><li class=""><span style="background-color: transparent;">You are highly organized and can successfully adapt to change, managing multiple tasks and shifting priorities in a fast-paced environment.</span></li><li class=""><span style="background-color: transparent;">You are a critical thinker with sound judgment, and you are comfortable working independently with minimal supervision.</span></li></ul><h2><br></h2><h2><u style="background-color: transparent;">This Might Not Be The Right Fit If...</u></h2><ul><li class=""><span style="background-color: transparent;">You prefer a role with a narrow scope that does not involve both administrative and technical support tasks.</span></li><li class=""><span style="background-color: transparent;">You are not comfortable with the fast-paced, sometimes hectic nature of a support role.</span></li><li class=""><span style="background-color: transparent;">You are not passionate about providing a high level of satisfaction and compassion to patients and their families.</span></li><li class=""><span style="background-color: transparent;">You are not comfortable with the meticulous record-keeping and data entry required for confidential information.</span></li><li class="">You are unable to work a flexible, rotating schedule that includes nights, weekends, and holidays.</li><li class=""><span style="background-color: transparent;">You prefer working in isolation rather than actively collaborating with a cross-functional team, including clinical staff.</span></li></ul><h2><br></h2><h2><u style="background-color: transparent;">Your Qualifications</u></h2><ul><li class=""><span style="background-color: transparent;">4 years of Customer Service experience.</span></li><li class="">Ability to work a mandatory rotating shift schedule, including evenings, weekends, and holidays.</li><li class=""><span style="background-color: transparent;">Excellent listening, verbal, written, and interpersonal communication skills.</span></li><li class=""><span style="background-color: transparent;">Demonstrated ability to switch from one task to another successfully in a fast-paced, ever-changing environment and adjust priorities as needed.</span></li><li class=""><span style="background-color: transparent;">Excellent time management skills.</span></li><li class=""><span style="background-color: transparent;">Keen attention to detail.</span></li><li class=""><span style="background-color: transparent;">Good judgment and decision-making capabilities.</span></li><li class=""><span style="background-color: transparent;">Ability to organize, prioritize, and adapt to change.</span></li><li class=""><span style="background-color: transparent;">Creative ability and writing proficiency.</span></li><li class=""><span style="background-color: transparent;">Knowledge of Google Products.</span></li><li class=""><span style="background-color: transparent;">Familiarity with Zendesk WFM and Maestro QA.</span></li><li class=""><span style="background-color: transparent;">Ability to partner with others to troubleshoot and resolve general technology issues.</span></li><li class=""><span style="background-color: transparent;">A desire and commitment to provide the highest level of satisfaction in quality service, caring, and compassion.</span></li><li class=""><span style="background-color: transparent;">The ability to work independently with minimal supervision in an often-hectic environment.</span></li></ul><h2><br></h2><h2><u style="background-color: transparent;">Bonus Points</u></h2><ul><li class=""><span style="background-color: transparent;">Knowledge of medical terminology.</span></li><li class=""><span style="background-color: transparent;">The ability to type a minimum of 30 words per minute.</span></li><li class=""><span style="background-color: transparent;">Working knowledge of Apple iOS or MS Windows-based laptops.</span></li><li class="">Experience with UCM Digital Health's EMR.</li></ul><div><br></div><h5><em>The national hourly pay range for this role is $17.00 – $22.00 per hour. Actual compensation will be determined by factors such as the candidate's geographic market, experience, skills, and qualifications. Certain roles may also be eligible for additional compensation, including a comprehensive benefits package such as medical, dental, vision, paid time off, and a 401(k) plan, stock options and bonuses. If your compensation requirement is greater than our posted range, please still consider applying; a determination can be made based on unique qualifications. Expected compensation ranges for this role may change over time.</em></h5>