Tier 1 Support Agent
MEDvidi
Date: 9 hours ago
City: Remote
Contract type: Full time
Remote
At MEDvidi, we are revolutionizing mental health care by making it more accessible and affordable across the United States. Our mission is to eliminate barriers to mental health support, ensuring that everyone can access the care they need.
As a Tier 1 Support Agent, you will serve as the main point of contact for issues and questions about MEDvidi CS support. You will not only be responsible for providing world-class assistance via calls and emails but will also have the opportunity to define MEDvidi’s support processes and work with our team to develop and scale the Technical Support function. The goal is to achieve excellent performance from your team that will bring sustainable business growth.
Requirements:
As a Tier 1 Support Agent, you will serve as the main point of contact for issues and questions about MEDvidi CS support. You will not only be responsible for providing world-class assistance via calls and emails but will also have the opportunity to define MEDvidi’s support processes and work with our team to develop and scale the Technical Support function. The goal is to achieve excellent performance from your team that will bring sustainable business growth.
Requirements:
- Ability to fully focus on, understand, and respond appropriately to patient concerns.
- Quickly grasp the patient’s issue and determine the best course of action.
- Analyze information and make sound decisions to resolve patient concerns efficiently.
- Experience in healthcare and customer service.
- Must have the ability to deliver exceptional service and maintain professionalism even when assisting an angry patient.
- Must be able to be positive, empathetic, and solution driven in all patient interactions.
- Must have working knowledge of Electronic Health.
- Records to accurately document and retrieve patient information.
- Understanding HIPAA regulations to always ensure patient privacy and data protection.
- Answering incoming patient calls promptly and professionally.
- Make outbound calls to patients when needed.
- Return missed calls.
- Follow all SLAs within their timeframes.
- Keep them informed if a wait is needed.
- Provide clear, empathetic, and respectful communication in every interaction.
- Escalate patient issues that aren’t FCR to the correct department or team lead immediately.
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