Customer Service Support Analyst, Non-Technical, FT, Nights

Prisma Health•Columbia, SC

22h•Onsite

About The Position

This position involves answering incoming calls from patients to place orders, respond to inquiries, manage complaints, troubleshoot significant customer service problems, and provide general information. The analyst will be a member of the primary contact team for consumers interested in the products offered and will assist them in completing purchases online and over the phone. They will inform customers of product terms and features and project a professional company image through voice and online interactions. All team members are expected to be knowledgeable and compliant with Prisma Health's purpose: Inspire health. Serve with compassion. Be the difference. Responsibilities include receiving customer input from phone, email, or web submission and creating support tickets. The analyst will troubleshoot end-user issues to determine if they can be resolved at Tier 1 or require escalation to Tier 2 using established criteria. They will resolve Tier 1 issues using a troubleshooting resolution matrix, gather sufficient information from customers for case resolutions, and direct inbound service interactions to appropriate technical and sales resources. The role also involves conducting database lookups of consumer/patient records within electronic medical record software, entering updated information as required, and re-directing or engaging other departments or specialty groups to resolve consumer/patient requests. Maintaining compliance with attendance and schedule adherence, interaction quality standards, and performance standards is crucial. The analyst will proactively identify and share customer insights to recommend process improvements, remain current with product/applications/process changes, and follow up on open tickets, requests, promises, and unanswered questions to provide callers with a resolution. Interaction outcomes must be logged in the contact management system, and other duties may be assigned.

Requirements

High School Diploma or equivalent, OR post high school diploma
Two (2) years customer service experience.
Ability to create exceptional customer experiences both by helping and retaining customers.
Tech savvy with a knowledge of Android, iOS, and Windows devices
Metrics-driven and proven ability to handle a high volume of customer interactions.
Conflict resolution skills
Proficient computer skills (word processing, data entry)

Nice To Haves

Experience supporting customers via phone, email, and chat preferred.

Responsibilities

Receives customer input from phone, email, or web submission and create support tickets.
Troubleshoots end user issues and determine if the issue can be resolved at Tier 1 or if it needs to be escalated to Tier 2 using established criteria and process.
Resolves Tier 1 issues using troubleshooting resolution matrix.
Gathers information from customers to ensure sufficient data is gained to start case resolutions.
Directs inbound service interactions to appropriate technical and sales resources.
Conducts database lookup of consumer/patient records within electronic medical record software.
Enters updated information within electronic medical records as required.
Re-directs or engages other departments or specialty groups to resolve consumer/patient requests.
Maintains compliance with attendance and schedule adherence requirements.
Maintain interaction quality standards.
Maintain performance standards.
Proactively identify and share customer insights in order to recommend process improvements.
Remain current with product/applications/process changes
Follows-up and follows-through on open tickets, requests, promises, and questions that have not been answered to provide callers with a resolution.
Logs interaction outcome in contact management system.
Performs other duties as assigned.