Primary.Health is committed to protecting the health of every community through easy and affordable access to diagnostics. We provide program management software and program design services that let employers, schools and communities administer testing to prevent the spread of communicable diseases. Through our work with the largest, most complex organizations at the height of the pandemic, Primary has earned the experience and trust to provide superior diagnostic testing for COVID-19, flu and other conditions that threaten population health.
JOB TITLE: CX Support Specialist
REPORTING TO: Assistant Manager, CX
JOB TYPE: Full-time
LOCATION: Remote
JOB SCOPE: At Primary, we believe in tackling hard problems together as a team, with strong values around collaboration, accountability, and transparency to support our participants in receiving the best tech-enable, healthcare experience.
Primary.Health is looking for individuals to support our telehealth and in-person preventative medicine services, such as COVID and STI testing, vaccinations, and quarantine management, occurring throughout the country.
The role requires someone with baseline knowledge of healthcare EHR technology, terminology and web technology proficiency. This would include email, chat and phone support via Kustomer and Talkdesk. A proficiency with using Google Workspace apps (G Suite) and Chrome browser is ideal. Most support tasks will include helping participants register for testing appointments, providing basic information, and assisting patients with accessing their results, navigating clinical workflows and championing healthcare insurance verification.
This role is full time for ongoing work with Primary's CX Support Team. Our support hours are 4 am- 10 pm Pacific Time Monday -Friday and 6 AM - 10 PM Saturday and Sunday. It’s required to work a Saturday or Sunday weekend shift once a week. We're seeking a commitment of 40 hours/week.
Major Job Duties:
- Handles incoming support calls, emails and online chats for patients needing assistance navigating Covid/ STI testing, COVID vaccinations or other healthcare services.
- Most support tasks will include helping participants register for appointments, providing basic information, and assisting patients with accessing their results, navigating clinical workflows and verifying healthcare insurance eliminating roadblocks.
- Assist patients with positive results and insurance issues.
- Handles incoming support chats and calls for those who may need support for various test results.
- You’ll also provide support for our clients and admins by learning the Primary Admin portal.
- Responsible for adhering to CX Policies and Procedures and discipline system.
- Escalate issues with registering, scheduling (unknown cancellations) and admin issues to Team Leads.
- Focuses on quality, performance and KPI’s to be successful.
- Stays up to date and well informed with emerging healthcare guidelines and protocols.
- May also do tele-proctoring.
Qualifications:
- Experience with customer service and answering calls and/ or chats in a healthcare environment.
- Has worked with EHR and comfortable with healthcare technology.
- Familiarity with insurance issues and healthcare insurance from various providers.
- Comfortable talking to patients about personal matters such as STI’s and familiar with healthcare terminology.
- Can communicate empathetically and enjoys helping people.
- Tech savvy with knowledge of computer programs such as EHR, Kustomer, Talkdesk and/ or other call center and ticketing software. A proficiency with using Google Workspace apps (G Suite) is ideal.
- Strong spelling and grammar for sending emails and chats to patients in a healthcare setting..
- Ability to work under pressure and in a continuously changing environment.
- Has open communication with assigned Team Lead/ Assistant Manager, Directors and management.
Primary embraces diversity. We are proud to be an equal opportunity workplace and do not discriminate on the basis of sex, race, color, age, sexual orientation, gender identity, religion, national origin, citizenship, marital status, veteran status, or disability status. Pursuant to the San Francisco Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records.
Primary.Health is committed to protecting the health of every community through easy and affordable access to diagnostics. We provide program management software and program design services that let employers, schools and communities administer testing to prevent the spread of communicable diseases. Through our work with the largest, most complex organizations at the height of the pandemic, Primary has earned the experience and trust to provide superior diagnostic testing for COVID-19, flu and other conditions that threaten population health.
JOB TITLE: CX Support Specialist
REPORTING TO: Assistant Manager, CX
JOB TYPE: Full-time
LOCATION: Remote
JOB SCOPE: At Primary, we believe in tackling hard problems together as a team, with strong values around collaboration, accountability, and transparency to support our participants in receiving the best tech-enable, healthcare experience.
Primary.Health is looking for individuals to support our telehealth and in-person preventative medicine services, such as COVID and STI testing, vaccinations, and quarantine management, occurring throughout the country.
The role requires someone with baseline knowledge of healthcare EHR technology, terminology and web technology proficiency. This would include email, chat and phone support via Kustomer and Talkdesk. A proficiency with using Google Workspace apps (G Suite) and Chrome browser is ideal. Most support tasks will include helping participants register for testing appointments, providing basic information, and assisting patients with accessing their results, navigating clinical workflows and championing healthcare insurance verification.
This role is full time for ongoing work with Primary's CX Support Team. Our support hours are 4 am- 10 pm Pacific Time Monday -Friday and 6 AM - 10 PM Saturday and Sunday. It’s required to work a Saturday or Sunday weekend shift once a week. We're seeking a commitment of 40 hours/week.
Major Job Duties:
- Handles incoming support calls, emails and online chats for patients needing assistance navigating Covid/ STI testing, COVID vaccinations or other healthcare services.
- Most support tasks will include helping participants register for appointments, providing basic information, and assisting patients with accessing their results, navigating clinical workflows and verifying healthcare insurance eliminating roadblocks.
- Assist patients with positive results and insurance issues.
- Handles incoming support chats and calls for those who may need support for various test results.
- You’ll also provide support for our clients and admins by learning the Primary Admin portal.
- Responsible for adhering to CX Policies and Procedures and discipline system.
- Escalate issues with registering, scheduling (unknown cancellations) and admin issues to Team Leads.
- Focuses on quality, performance and KPI’s to be successful.
- Stays up to date and well informed with emerging healthcare guidelines and protocols.
- May also do tele-proctoring.
Qualifications:
- Experience with customer service and answering calls and/ or chats in a healthcare environment.
- Has worked with EHR and comfortable with healthcare technology.
- Familiarity with insurance issues and healthcare insurance from various providers.
- Comfortable talking to patients about personal matters such as STI’s and familiar with healthcare terminology.
- Can communicate empathetically and enjoys helping people.
- Tech savvy with knowledge of computer programs such as EHR, Kustomer, Talkdesk and/ or other call center and ticketing software. A proficiency with using Google Workspace apps (G Suite) is ideal.
- Strong spelling and grammar for sending emails and chats to patients in a healthcare setting..
- Ability to work under pressure and in a continuously changing environment.
- Has open communication with assigned Team Lead/ Assistant Manager, Directors and management.
Primary embraces diversity. We are proud to be an equal opportunity workplace and do not discriminate on the basis of sex, race, color, age, sexual orientation, gender identity, religion, national origin, citizenship, marital status, veteran status, or disability status. Pursuant to the San Francisco Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records.
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