Digital Health Customer Service Representative II
2 months ago
Location Harvard University Graduate School of Education USA - MA - Cambridge
Expand Show Other Jobs Job Saved Save Job Digital Health Customer Service Representative II Boston Children's Hospital Details **Posted:** 05-Mar-22
**Location:** Boston, Massachusetts
**Type:** Full-time
**Salary:** Open
**Categories:**
Information Technology Staff/Administrative **Internal Number:** 3261921
The Digital 2.0 team at Boston Children's Hospital is designing digital solutions to enhance access to world-class pediatric expertise and build the care delivery model of the future. We are a multidisciplinary team spanning tech, business/strategy, and clinical backgrounds, working collaboratively to equip our patient families, referring providers and our caregivers with innovative, best-in-class digital tools.
**The Digital Health Customer Service Representative II shall be responsible for:**
* Providing daily phone and email support to patients, families and technical/administrative staff for select Digital Health technologies.
* Providing technical advice, problem solving assistance and answers questions; triages and refers to appropriate technical/administrative staff when unable to resolve or respond.
* Liaison between the Practice Liaison Program, Information Services, clinical departments, digital health teams and leadership to resolve technical and functional issues and answer questions.
* Remaining current on all new digital health tools as well as enhancements to features and functionality for existing solutions.
* Remaining current on all new digital health tools as well as enhancements to features and functionality for existing solutions.
* Assisting with training of new and existing Digital Health Customer Service Representative I(s) on the Digital Health technologies, functionality, policies and processes, as well as on all department processes.
* Assisting team with creating/maintaining user guides, training materials, and promotional literature.
* Assisting team with the implementation/deployment of new tools, features, and functionality including documenting workflows, end user requirements and testing protocols as well as performing testing and deployment activities.
* Preparing periodic technology and user support reports on digital health support activities, progress and status for management.
* Serving as the point person in the absence of supervisor for problem identification and resolution, as well as notifying manager when confronted with difficult and/or unpredictable situations with patients, families and team members.
**In order to qualify you must have:**
* Minimum of high school diploma
* 18 months of experience as a Digital Health Customer Service Representative I OR 3 years of related experience i.e customer service experience, preferable in a technology desk setting.
* Bilingual/Multilingual abilities in Spanish/Haitian Creole/Arabic/Portugese preferred but not required.
* Strong verbal and written communication skills
Boston Children's Hospital offers competitive compensation and unmatched benefits, including a, affordable health, vision and dental insurance, generous levels of time off, 403(b) Retirement Savings plan, Pension, Tuition Reimbursement and discounted rates on T-passes (50% off). Flexible schedule (if applicable). Discover your best.
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