JOB DESCRIPTION AND DETAILS
The Careconsole Application Specialist is responsible for handling all workloads and communications relating to work requests so as to deliver customer satisfaction for AMC customers and patients.
The emphasis of this role will be to handle a wide array of both patient, warehouse and Care Manager requests focusing on adapting CareConsole solutions to unique scenarios that may be presented. They may also provide device installation and troubleshooting advice in coordination with a Care Manager. It will be necessary to ensure understanding of the solution presented and its successful implementation for each and every call and email response.
They will also assist in the development of knowledge articles for publication, recommending work around to specific Care Manager needs in CareConsole and properly documenting their work in our ticketing system. A high level of commitment to customer, patient satisfaction, and internal partners is needed.
Specific Job Functions:
Performs troubleshooting and device support to patients and customers of AMC Health
Provides guidance to Care Managers on how to effectively use CareConsole to support their patients, sharing “tips and tricks”, best known methods and workflow advice as required.
Is expected to communicate via e-mail or on the phone for all levels of Application and device support, escalating to Tier 2 as appropriate.
Must successfully meet key performance indicators including Customer Satisfaction, call handling quotas and work completion measured on an hourly, weekly, and monthly basis.
Acts as a subject matter expert on CareConsole and the installation/use of our devices.
Will receive inbound call/initiate outbound calls and determines requirements by working with patients and customers.
Answers inquiries via phone or email clarifying desired information, and researching, locating, and providing information via web portal and other databases.
Assists patients by phone with self-installation of devices.
Escalates any unresolved patient or Care Manager issues to Tier 2 support or Call Center management, as appropriate.
Documents accurately and comprehensively based on requirements of protocols and current organization policies and procedures.
Ensure that all work is performed in accordance with Quality System, Corporate and Departmental policies and procedures.
May need to work varying shifts, depending on business needs.
Performs other tasks as assigned by Management.
Minimum of two (2) years’ experience in a call center environment
High school diploma or equivalent.
Basic computer skills such as accessing the internet and navigating from one application to another. Ability to type a minimum of 30 WPM while talking with the Care Manager or patient.
Job Type: Full-time
High school or equivalent
exp. in call center.: 2 years
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