MDLIVE is a telehealth company providing virtual care services for general health, primary care, behavioral health, and dermatology. We deliver extraordinary customer care by promptly and accurately responding to our patients concerns, reinforcing our benefits and services by connecting with our patients to establish long lasting relationships that will foster brand loyalty.
To further our mission and making sure that the day-to-day activities of the company support those initiatives, we expect employees to:
Deliver extraordinary customer service by responding to the patients’ questions or concerns in a timely manner via incoming call or incoming chat sessions.
Develop and foster patient relationships on every interaction, building rapport from the start to the end of the call demonstrating that you value our patients.
Document the necessary patient profile information and update the medical history with any relevant information as it pertains to the patient’s health.
Ensure that all interactions foster patient satisfaction, effectiveness, proficiency, and quality
We seek dedicated, compassionate, and empathetic Customer Service Associate Representatives to join our team who are genuinely interested in helping people at some critical points of their lives. The Call Center agent (Health Service Specialist) represents the company; our people make all the difference in our success.
RESPONSIBILITIES
Answer inbound calls/chats from patients, assisting with all customer service issues including registrations, consultations, prescription/pharmacy issues, billing concerns, collections, technical support, navigational assistance.
An average of 40 – 50 calls/chats can be expected daily.
Take calls back-to-back (or simultaneous chats) while toggling through several applications on multiple screens.
Active listening and remaining customer-focused to meet tailored needs, providing positive outcomes for our patient’s well-being.
Available to attend 100% training (3 weeks) and the first 90 days of employment.
Resolve customer complaints through independent problem-solving skills, resource utilization and one-call resolution.
Understand and strive to meet or exceed call center metrics while providing accurate information to callers with a courteous and professional demeanor.
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Work in a highly customer-focused metrics-driven environment, which supports quality of service and compliances through policies & procedures.
Ability to work in a fast-paced virtual health environment
Ensures compliance with all relevant laws, policies, and HIPAA regulations
Other duties as assigned
High School diploma or equivalent
1-3 years customer service experience is required; call center experience is preferred
A dedicated workspace with no distractions is required
Intermediate proficiency in Microsoft Office Suite
Strong organization skills, written, and verbal communication skills
Empathetic and understanding while supporting patients varying needs
Foster teamwork and partnership with cross-functional departments to resolve issues and improve patient experience.
Ability to think outside of the box and demonstrate problem-solving skills
Must have a strong written and verbal communication skills
Must be able to read, write, and communicate fluently in English
Detailed oriented and ability to type at least 25 wpm
Must be self-directed and able to work independently with minimum supervision
Flexible Schedule Job Customer Service Associate Representative – Remote Department- MD Live by Evernorth Job ID- 1481
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