Job Responsibilities : Technical Support Specialist – REMOTE (no degree work from home jobs)
Salary : Competitive Salary
Company : Included Health
Technical Support Specialist
MEMBER CARE – CARE OPERATIONS /
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The Technical Support team is responsible for multiple areas of the member/physician experience. We support our members in every way possible, as well as work with our staff of physicians to ensure they have the necessary support to deliver stellar care. In this fast-paced role, your primary responsibilities will entail communication with Included Health physicians. You will be assisting in care of patients and communication with the healthcare team.
Respond to calls, emails, and live chats from members & physicians regarding scheduling, prescriptions and other health care coordination needs
Provide support to physician staff, to ensure patients obtain the appropriate care in a timely manner
Identify and escalate priority issues that need immediate attention via established workflows
Provide technical troubleshooting to physicians and members
Work autonomously with minimal supervisory oversight
Solve problems and provide scalable solutions to our desktop users
Resolve issues for the Patient Care Team on our proprietary application
Provide support to our Expert users on our proprietary application
Track issues through a ticket queue and ensure prompt resolution
Manage software tools for our Patient Care team
Responsible for meeting established performance metrics
Other duties as assigned
In your first 30 days, you will:
Learn and understand the Patient Care and Support Teams workflows
Gain an understanding of the tools used for troubleshooting and begin diagnosing a variety of issues
Learn procedures for setup and configuration of proprietary applications, and the tools used in providing care to members
Gain a deeper understanding of how proprietary systems are integrated
In your first 60 days, you will:
Assist with documenting workflows and use-cases for our knowledge base
Independently handle incoming Technical Support tickets and resolutions
In your first 90 days, you will:
Take an active role in managing the Technical Support ticket queues
Call center experience related to pharmacy or health care platform
Exceptional customer service skills
Experience working with web based systems
Ability to type 50+ WPM
Must be able to conduct video meetings with clinicians
Must be able to work holidays, nights and weekends in support of multiple time-zones
Education and Experience:
High school diploma or equivalent.
At least two years related experience required.
1-2 years experience in a desktop support/help desk or similar support role
Terrific deskside manner; and an ability to support users without alienating them
Proficiency with Mac OSX, Windows, Chrome OS required and Ubuntu Linux preferred
Understanding and familiarity with cloud based platforms: Google GSuite, Box, Jira, Salesforce
Strong prioritization skills to ensure the highest levels of support to the business and each user
Effective communication skills with the ability to translate technical terminology to simple terms
Ability to think critically and conduct root-cause analysis
Experience working in a fast-paced, ambiguous, and technical environment
Prolonged periods of sitting at a desk and working on a computer.
Must be able to lift up to 15 pounds at times.
About Included Health
Included Health is a new kind of healthcare company, delivering integrated virtual care and navigation. We’re on a mission to raise the standard of healthcare for everyone. We break down barriers to provide high-quality care for every person in every community — no matter where they are in their health journey or what type of care they need, from acute to chronic, behavioral to physical.
We offer our members care guidance, advocacy, and access to personalized virtual and in-person care for everyday and urgent care, primary care, behavioral health, and specialty care. It’s all included. Learn more at includedhealth.com.
Included Health is an Equal Opportunity Employer and considers applicants for employment without regard to race, color, religion, sex, orientation, national origin, age, disability, genetics or any other basis forbidden under federal, state, or local law. Included Health considers all qualified applicants in accordance with the San Francisco Fair Chance Ordinance.