Senior Customer Service Specialist

Oracle • Kansas City, MO

5d • $39,700 - $75,600

About The Position

As a Senior Customer Service Specialist, you will provide frontline support to patients using the Oracle Health Patient Portal. You will use strong customer service, communication, and basic application support skills to assess, investigate, and resolve customer questions, issues, and service requests through phone, ticketing, and other electronic channels. You will work directly with patients to understand their needs, document customer interactions and troubleshooting activities, and perform basic technical troubleshooting to resolve issues whenever possible. You will also triage and escalate unresolved or more complex issues to the appropriate teams, requiring a foundational understanding of Oracle Health applications, products, solutions, and features. This role involves semi-routine work in a fast-paced environment and requires the ability to work both independently and collaboratively. You will be expected to follow established processes and service expectations while adhering to applicable regulatory requirements, including HIPAA, as well as Oracle Health policies, procedures, and customer-specific requirements.

Requirements

• Strong customer service skills.
• Strong communication skills.
• Basic application support skills.
• Foundational understanding of Oracle Health applications, products, solutions, and features.
• Ability to work both independently and collaboratively.
• Ability to work in a fast-paced environment.
• Ability to adhere to applicable regulatory requirements, including HIPAA.
• Ability to adhere to Oracle Health policies, procedures, and customer-specific requirements.

Responsibilities

• Provide frontline support to patients using the Oracle Health Patient Portal.
• Assess, investigate, and resolve customer questions, issues, and service requests through phone, ticketing, and other electronic channels.
• Work directly with patients to understand their needs.
• Document customer interactions and troubleshooting activities.
• Perform basic technical troubleshooting to resolve issues.
• Triage and escalate unresolved or more complex issues to the appropriate teams.
• Follow established processes and service expectations.
• Adhere to applicable regulatory requirements, including HIPAA, as well as Oracle Health policies, procedures, and customer-specific requirements.

Benefits

• Flexible medical options.
• Life insurance.
• Retirement options.
• Volunteer programs.

What This Job Offers

• Job Type: Full-time
• Career Level: Senior
• Education Level: No Education Listed