• Job Description

  Req#: PTRHUS2511069EXTERNALENUS

  JOB PURPOSE:

  Customer Support Specialist responsible for providing compassionate customer service and issue resolution to PruittHealth patients, families, and partners (employees). Direct phone - based customer interaction to answer and resolve a wide variety of inquiries. This role is responsible for coordination clinical and non-clinical support solutions.

  KEY RESPONSIBILITIES:

  • Provide compassionate interaction and solutions for patients and family members.

  • Listen to the needs of families, patients and/or partners (employees)

  • Schedule virtual video chats between families and patients. Provide technical assistance if necessary.

  • Serve as a single point of contact for the customer and form a strong relationship of support.

  • Respond promptly to internal and external customer concerns. Acknowledge and resolve issues. Keep records of internal and external interaction through Excel reporting.

  • Research complex issues across multiple databases and work with support resources to resolve concerns.

  • Conduct proactive research identifying caring solutions.

  • Identify gaps in processes and work closely to establish process improvements.

  • Provide education and status on previously submitted requests.

  • Meet the performance goals established for the position in the areas of efficiency, call quality, customer satisfaction, first call resolution and attendance.

  KNOWLEDGE, SKILLS, ABILITIES:

  • Ability to foster and maintain professional relationships over the phone, in written correspondence and via other electronic modes

  • Ability to maintain a calm and professional demeanor

  • Must be able to competently and efficiently work within multiple databases, tools and processes throughout a customer inquiry

  • Organizational skills with the ability to manage numerous projects and priorities at once

  • Ability to thrive in a fast-paced and sometimes high-production environment

  • Must have a caring attitude towards the elderly and disabled population

  • Strong problem-solving skills

  • Willingness to work independently or as part of a team

  • Ability to learn medical terminology

  • Able to work with highly confidential information

  • Solid follow-up skills and attention to detail

  • Collaboration - Develops productive relationships that support work goals

  • Accountability - Takes responsibility for own work

  • Practices active listening

  • Fair and equitable in all responses

  • Embraces the PruittHealth Commitment to Caring and PruittHealth vision.

  • Adheres to all compliance rules, policies and standards

  • Advanced knowledge of Microsoft Outlook, Word and Excel

  • Cisco application system

  
  

  MINIMUM EDUCATION REQUIRED:

  • Associate degree

  • Bachelor’s degree in Social Work or related field

  MINIMUM EXPERIENCE REQUIRED:

  • Minimum 2+ years of experience in a customer relations or customer service-related role

  • Healthcare industry experience needed

  Family Makes Us Stronger. Our family, your family, one family. Committed to loving, giving, and caring. United in making a difference.

  We are eager to connect with you! Apply Now to get started at PruittHealth!

  As an Equal Employment Opportunity employer, all qualified applicants will receive consideration without regard to race, color, religion, sex, national origin, disability, or veteran status.

• About the company

  The PruittHealth family of providers delivers on its promise to care for you and your health. Quality care, quality services, better quality of life.

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