Customer Support Coordinator

Role Overview

• Provides customers with courteous, friendly, and efficient service, leading to the resolution of any issues.
• Triaging members and connecting them with the appropriate service and level of care and needed resources via phone, SMS, or email.
• Supporting our care coordination, case management, basic needs, and crisis support teams with intakes, follow-ups, social network monitoring, and urgent matters.
• Generating and maintaining reports and referral resources for all business lines.
• Executing records requests and verification of services.
• Support the TimelyCare virtual care operations, serving as the primary point of contact for all patient, business partners, and provider inquiries in a timely fashion.
• Develop a strong understanding and knowledge of the organizations product, services, and processes to support patients and providers.
• Act as a resource for internal stakeholders.
• Utilize critical thinking and effective communications to provide thoughtful, empathetic, customized solutions that help patients with their overall virtual care coordination as well providers with their technical and scheduling needs.
• Follow a HIPAA-compliant procedure for all communications with internal and external sources
• Embrace the TimelyCare values with your engagement and performance.
• Maintain awareness of patients who are waiting to be seen by our providers, ensuring they are seen in a timely manner.
• Manage provider alerts appropriately.
• Provide feedback using appropriate channels to improve product, process, procedures, scheduling, and service levels.
• Adhering to all operational, quality, security, risk and regulatory policies and procedures.
• Use analytical skills to troubleshoot various systems and provide technical answers related to our TimelyCare platform.
• Acknowledge that calls will be recorded and/or taped to be used for training, development, advertising and/or marketing purposes.
• Other duties as assigned

Requirements

• Ability to work various shifts from Monday through Sunday, including weekends and holidays
• Bachelor's degree from an accredited college or university preferred.
• Prior customer support, care coordination, and/or crisis service experience in a remote environment
• A servant leader attitude and passion for serving others.
• Willing to listen and find creative solutions to address and resolve issues independently.
• Reliable high-speed internet connection
• Ability to remain engaged throughout the entirety of your shift with minimal to no distractions
• Experience with Zendesk and Dialpad, preferred.
• Proficiency or rapid assimilation to operate productivity technologies; Microsoft Office, Google Suite, Zoom, Slack, and Electronic Health Record systems.
• Understanding of virtual care best practices with considerable attention to detail including proficiency with TimelyCare or competitive virtual care mobile and web app and admin
• Excellent customer service skills with strong verbal and written communication skills (bilingual a plus, but not required)
• Thrive in an environment that is high-pace, dynamic, and collaborative, utilizing good judgment with ambiguity.
• Adaptability to quickly changing priorities and member needs.
• Strong time management skills, with the ability to manage competing priorities.
• A strong work ethic and a sense of responsibility to team members and business partners.

Benefits

• Paid Company Holidays + No work on your birthday!
• Flexible PTO + Volunteer Time Off (VTO) as an organization to give back to the community
• Variable bonus eligibility on a quarterly basis
• Company-sponsored Health Insurance (Medical, Dental, Vision) + Pet Insurance
• Company-paid group Life Insurance + Company-paid Short Term Disability
• Concierge benefit support services
• 401(k) with employer match
• Free access to TimelyCare virtual medical and mental health support
• Mission-Driven Purpose with a Supportive Team Culture