Support Analyst - Appointment Scheduling
Company: Prisma Health
Location: Greenville
Posted on: January 21, 2023
Job Description:
Inspire health. Serve with compassion. Be the difference.Job
SummaryAs a Support Analyst you will answer incoming calls from
Patients who want to place orders, respond to inquiries, manage
complaints, troubleshoot significant customer service problems, and
provide general information. You will be a 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. You will also inform customers of the
product terms and features and project a professional company image
through voice and online interactions.Accountabilities
- Receive customer input from phone, email, or web submission and
create support tickets. Troubleshoot 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.Resolve
tier1 issues using troubleshooting resolution matrix. Gather
information from customers to ensure sufficient data is gained to
start case resolutions. Direct inbound service interactions to
appropriate technical and sales resources. Conduct database lookup
of consumer/patient records within electronic medical record
software.Enter updated information within electronic medical
records as required. Re-direct or engage other departments or
specialty groups to resolve consumer/patient requests. Maintain
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. - 90%
- Follow-up and follow-through on open tickets, requests,
promises, and questions that have not been answered to provide
callers with a resolution.Log interaction outcome in contact
management system. - 10%Supervisory/Management ResponsibilitiesThis
is a non-management job that will report to a supervisor, manager,
director, or executive.Minimum Requirements
- High School Diploma or equivalent
- 2 years - Customer service experience: preferably supporting
customers via phone, email, and chat.Knowledge, Skills or Abilities
- Passion for creating exceptional customer experiences both by
helping and retaining customers.
- Tech savvy with a strong knowledge of Android, iOS, and Windows
devices
- Metrics-driven and proven ability to handle a high volume of
customer interactions.
- Strong conflict resolution skills and even temperament in
challenging situations.
- Basic computer skills
- Proficient computer skills (word processing)
- Data entry skillsWork ShiftDay (United States of
America)LocationGreenville Memorial Med CampusFacility7001
CorporateDepartment70019063 Call CenterShare 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.
Keywords: Prisma Health, Greenville , Support Analyst - Appointment Scheduling, Professions , Greenville, South Carolina
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