Customer Advocate

Location: Atlanta, GA

Department: Patientco

Type: Full Time

Min. Experience: Entry Level

OVERVIEW

We believe patients and health systems deserve better than the status quo.

At Patientco, we build easy-to-use payment technology that treats patients like consumers and empowers healthcare providers to dramatically improve the way they communicate. Together, patients are happier, health systems are more efficient and doctors can focus on what they’re supposed to do -  take care of their patients!

As a Customer Advocate, you are the first point of contact for providers and patients who reach out to Patientco.  You should have a love of improving our customer’s experience when they contact Patientco.  You will be responsible for addressing customer needs and providing enhanced customer service to clients and their patients.  Want to resolve customer inquiries?   Want to share experience and create feedback that improves our product and services?  Read on!

 

YOU WILL BE ACCOUNTABLE FOR:

Phone Support

  • Answer provider phone calls to address questions and conduct basic troubleshooting of the solution or with hardware; escalate any advanced issues as necessary
  • Provide training of the provider or patient portals over the phone or in person to end users
  • Identify errors, determine root cause and alert related parties to any issues as needed
  • Answer patient phone calls – explaining a bill or taking a payment or transferring to their provider for additional help/information, help them use their PatientWallet, troubleshooting, etc.
  • Escalate patient issues to the provider when necessary

Email Support

  • Respond to patient or provider support cases delivered to us by Salesforce Service Cloud, our online Customer Relations Management Tool
  • Review Service Cloud cases and delegate to team members as necessary
  • Properly redact and if necessary document any improperly disclosed PHI
  • Assist with audits of cases for PHI to assess HIPAA compliance
  • Effectively escalate issues with Account Managers and Customer Success Managers
  • Communicate issues to development team when troubleshooting issues

Product Knowledge

  • Demonstrate full solution to a variety of Patientco users across various client bases through webinar or in person

Product Testing

  • Assist with testing functionality and usability prior to new feature releases or updates

 

YOU HAVE:

  • Bachelor’s degree 
  • 1-3 Years of experience in customer service with a strong preference of customer service experience in technology focused organization
  • The ability to be empathetic, accurate, compassionate, responsive, resourceful, and conscientious
  • Proven clear and professional communication skills, both verbally and in writing is required
  • Excellent problem solving skills with a proven ability to take in information and identify root cause
  • Strong technical aptitude with ability to quickly learn and adapt to new technologies
  • Aptitude to evaluate, troubleshoot and follow-up on customer issues as well as replicate and document for further escalation
  • Ability to work on competing priorities while ensuring all timelines are met with highest levels of customer experience.
  • Resourcefulness in developing alternative solutions and meeting objectives in a real-time, fast-paced environment
  • A passion for helping people solve problems
  • A love for working in a team environment
  • Detail oriented, self-motivated, and attention to accuracy and a strong work ethic and team player
  • Salesforce CRM experience is nice to have 
  • English/Spanish bilingual abilities are nice to have as well but not required
  • A sense of humor

 

    WE VALUE

    We are a team at Patientco and that’s not just some corporate mumbo jumbo. We expect a ton out of everyone here but that’s what makes it great. The whole is far greater than the sum of its parts. We value excellent communication and collaboration skills, creative problem solving, empathy, open mindedness, extreme attention to detail, a healthy dose of grit and a good sense of humor.

    SWEET PERKS

    We take care of our own at Patientco. Some of the highlights include our famous “Free Food Fridays”, casual dress code, no vacation tracking, monthly social events, and of course a full benefits package including health/dental/vision/401k. Bottom line: it’s a great place to work!

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