khc/patient services splst-contact ctr

1 week ago

Cincinnati, Ohio, United States Kroger Health & Wellness Full time

Provide remote patient support for various Kroger Health programs and campaigns, web services, and pharmacy feedback/escalation. Act as an escalation point for resolving complex patient issues. Coach and mentor less experienced team members and serve as a point of contact for new projects coming into the Health Connect Center. Demonstrate the company's core values of respect, honesty, integrity, diversity, inclusion and safety. Minimum

  • High School Diploma or GED
  • 2+ years of technical or customer support center experience
  • State Registered/Licensed Technician or Nationally Certified Technician
  • Maintain multi-state licensure as defined by specific assigned tasks
  • Ability to maintain composure during stressful situations
  • Strong attention to detail is required
  • Ability to work independently
  • Ability to organize and prioritize a variety of tasks/projects
  • Proficient with Microsoft Office
  • Ability to type 35-40 wpm
  • Strong written and verbal communication skills with the ability to effectively communicate information to customers and all levels of the organization
  • Strong customer service background

Desired

  • Clinical Contact Center experience

  • Lead Technician- Provide in-depth support via phones and/or other media as required in resolving escalated patient issues.

  • Complete and document all calls in the required form and oversee through resolution

  • Serves as an escalation point for less experienced Patient Services Technicians
  • Serve as a liaison between Kroger Health, providers, insurer and the patient/technician
  • Ability to maintain and sustain established contact center metrics
  • Escalate and partner with management to identify trends affecting our patients and develop resolutions in resolving continuing issues.
  • Analyze patient incidents, determine impact and take appropriate action to resolve the incident
  • Clearly communicate analysis and resolution through written documentation within knowledge base
  • Perform select advanced level functions under the direction of a Contact Center Supervisor
  • Provide training documentation and formal/informal training on subject matter of expertise; assist with the training and development of other team members and clinical programs.
  • Maintain the ability to perform clinical work
  • Maintain flexibility to work weekends, evenings, and holidays as part of a standard work schedule.
  • Must be able to perform the essential job functions of this position with or without reasonable accommodation

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