Customer Services Specialist

Customer Services Specialist – Remote

Exempt Position

Primary Job Function:

AMC Health is a leading provider of single source, turnkey telehealth solutions that extend care in the home combining telemonitoring technology such as biometric data acquisition, medication compliance, interactive voice response (IVR), and video enhanced remote collaboration with Telecare Management (TCM) including clinical services and account management, outcomes analytics and reporting, and client services such as fully managed device fulfillment/logistics, patient engagement and customer support services.

The Patient Services Specialist is responsible for delivering excellent customer service to patients and clients by providing information, assisting with installation of medical devices, and troubleshooting/resolving service problems or concerns. A proven track record of world-class customer service and a compassionate, ‘can-do’ personality is required for success in this position. Proper attention to detail and customer focus/empathy are essential to achieve the required levels of Client and Patient satisfaction.

Essential Job Functions:

    • Performs all work in accordance with the Business requirements, department procedures and work instructions
    • Receives inbound calls and determines service/troubleshooting requirements by working with patients and customers. Also assists patients with self-installation of devices over the phone
    • Makes outbound calls to patients to assist in preparation for receipt of TeleHealth devices
    • Participates in outbound dialing campaigns as needed
    • Escalates any unresolved patient issues to Patient Services management, as appropriate
    • Documents accurately and comprehensively based on work instructions and current organization policies and procedures
    • Meets key performance metrics and SLAs
    • May need to work varying shifts, depending on business need
    • Performs other tasks as assigned by Management

Competencies Required for Position:

    • Excellent written and oral communication skills
    • Bi-lingual (Spanish preferred)
    • Call Center/Contact Center Experience required
    • Empathy when dealing with our patients or clients required
    • Must demonstrate excellent problem-solving skills
    • Technical aptitude required
    • Required KPIs: Calls Per Hour, ASA, Talk Time, and additional KPIs as defined by management based on business need

Experience/Education/Computer Proficiency Requirements:

    • Requires a minimum of two (2) years’ experience in a call center/contact center environment
    • Requires high school diploma. (Associate degree from a college or university preferred)
    • Requires High Speed Internet connection, hardwired router connection,
    • Required: Home office (a quiet and distraction-free workspace)
    • Basic computer skills: MS Office, Outlook360, working knowledge of desktop applications
    • Requires excellent troubleshooting skills
    • Working knowledge of Bluetooth and modem functionality required
    • Ability to type a minimum of 30 WPM while talking with the member/patient

Benefits and Perks:

    • Work from home
    • 401(k) Savings Plan
    • Stock Options
    • Medical Plans
    • Dental Plans
    • Vision Plan
    • Dependent Care Account
    • Flexible Spending Account
    • Company Paid Holidays
    • Paid Time Off (PTO)
    • Short-term Disability
    • Long-Term Disability
    • Life Insurance with Accidental Death/Dismemberment Coverage
    • Supplemental Life Insurance (Optional)

It is the policy of AMC Health to provide equal employment opportunity (EEO) to all persons regardless of age, color, national origin, citizenship status, physical or mental disability, race, religion, creed, gender, sex, sexual orientation, gender identity and/or expression, genetic information, marital status, status with regard to public assistance, veteran status, or any other characteristic protected by federal, state or local law. In addition, AMC Health will provide reasonable accommodations for qualified individuals with disabilities.

The above statements are intended to describe the general nature and level of work being performed by employees assigned to this classification. They are not intended to be construed as an exhaustive list of all responsibilities, duties and skills required of employees assigned to this position.