Consult Support Specialist

Teladoc Health•USA - AL - Remote, AL

1d•$22 - $24

About The Position

The Consult Support Specialist (CSS) responsibilities include real-time monitoring of multiple dashboards and act on daily strategies to address member and provider escalations that may exist across multiple states, systems, and product lines. The CSS is expected to provide exceptional customer service, trouble-shooting to solve for root cause, escalating to internal and external stakeholders and delivering corrective action in a timely manner using clear and concise communication.

Requirements

Working Weekdays and Weekends from 2:00pm to 10:30pm CST (schedule is nonnegotiable)
Possess strong analytical and critical thinking skills
Excellent written and verbal communication skills
Represent Teladoc Health to members, providers, and clients in a courteous and professional manner
2+ Years in Customer Service Operations
Proficient in MS Word, Excel, PowerPoint

Nice To Haves

Undergraduate Degree desired
6 months Teladoc Health customer relations experience preferred
Experience in healthcare or mental health care preferred
Prior call center leadership position, preferred
Proactive and resourceful team player
Demonstrates strong attention to detail
Aptitude to learn, follow process and identify innovations for improvement
Possess the ability to work on multiple projects, define tasks and assign priority level with minimal supervision
Ability to adapt to changes in fast-paced work environment
Working knowledge of mental health terminology, processes and procedure, a plus

Responsibilities

Review, analyze and research various data points that could impact department KPIs and take corrective action to resolve the situation.
Assess circumstances relevant to KPIs and provide direction to internal and external stakeholders in real time and with 4 hours look ahead.
Identify and document daily trends and communicate to key stakeholders.
Acquire full knowledge and understanding of various products/proprietary systems to serve as a subject matter expert to assist with processes across product lines.
Provide detailed documentation, adequate end of shift notes, accurate information in assigned logs to ensure seamless communication within the department.
Build and maintain a professional rapport with network providers to offer real-time assistance and ensure they have the appropriate access to systems and tools necessary to perform consults.
Act as a resource for the members by assisting them with consult inquiries and support member to provider interactions.
Acts as liaison between IT and Operations to establish and maintain strong exchange of information on any technical or system issues.
Attend Team huddles, team meetings or debriefing.
Maintain confidentiality of issues and complies with all applicable regulations (i.e., HIPAA).
Provide a quality-driven experience for members and providers.
Performs other duties as directed.