Job Description:
Pay Range: $19hr - $19.50hr
Responsibilities: - Contributes to a positive experience for patients and families through professional, efficient and effective telephone and online interactions.
- Respects patient confidentiality at all times, observing HIPAA guidelines.
- nswers and records calls using ITIL best practices.
- Processes user-generated self-service tickets using ITIL best practices.
- Resolves issues utilizing available resources and documentation.
- Utilizes various communication methods including telephone, email and instant messaging.
- Prioritizes work based upon guidance provided by Patient Gateway Supervisor.
- Escalates issues that cannot be resolved in a timely manner.
- Participates on project teams including but not limited to Service Desk improvements, customer communication, peer-to-peer communication, and deployment of new technology.
- Contributes to teamwork within and between departments.
- ttends and participates in regularly scheduled meetings with coworkers.
- Provides constructive ideas, suggestions and feedback in a positive manner.
- Works collaboratively with coworkers to effectively resolve issues that impact departmental or hospital operations.
- Performs other duties as assigned by Patient Gateway Supervisor.
Qualifications:
- High school diploma.
- Experience with computers, web browser software, and the Internet.
- Prior healthcare experience preferred.
- Prior experience in a customer or patient services role with phone experience preferred.
Skills, Abilities, Competencies:
- Excellent customer service skills.
- Strong interpersonal skills, communication skills (verbal and written), listening skills and patience.
- Strong analytical and problem solving skills.
- bility to work in a team environment.
- bility to multitask and prioritize work requirements.
- bility to be flexible, versatile, and adaptable in day-to-day activities.
- Knowledge of desktop hardware, operating systems and browsers.
- Knowledge of mobile devices including smartphones and tablets.
- Familiarity with customer services applications (e.g., ServiceNow, Service Manager) a plus.
- Familiarity with IT Service Management (ITIL) best practices a plus.
- Bilingual / Multilingual a plus.