Customer Support Assistant

Job Overview:

The Customer Support Assistant will support the Behavioral & Lifestyle Team by providing exceptional customer service, managing patient requests, and ensuring the seamless implementation of lifestyle programs. This role involves managing patient interactions through the application portal, assisting with device connectivity, booking sessions between patients and the lifestyle team, and facilitating communication between patients and the team.

Duties and Responsibilities:

1. Monitor the patient application chat to manage and respond to incoming patient requests in a timely and professional manner.
2. Triage requests, including but not limited to:
1. Medication refills
2. IT issues
3. General inquiries
3. Escalate requests to the appropriate teams or individuals and ensure timely resolution.
4. Maintain accurate records of patient interactions and follow up to ensure satisfaction.

Support for Lifestyle Programs:

1. Send templated campaign messages to patients as part of lifestyle program initiatives.
2. Assist in sending reminder messages and general administrative updates through the application portal, particularly as part of the Zone program.
3. Collaborate with the Behavioral & Lifestyle Team to ensure communication aligns with the objectives of ongoing and upcoming lifestyle programs.

Device Connectivity and IT Support:

1. Track the status of wearable and connected devices for each patient, ensuring proper integration with their care plans.
2. Assist patients in setting up and troubleshooting wearable devices, ensuring smooth connectivity and functionality.
3. Coordinate with the IT team to resolve any escalated technical issues related to patient devices or the application portal.

Appointment Scheduling & CRM Management:

1. Assist in booking and coordinating patient sessions with lifestyle team members, ensuring smooth scheduling and communication.
2. Maintain and update patient records in the CRM system, ensuring data accuracy.
3. Support the team in optimizing scheduling workflows and ensuring efficient patient management.

Requirements:

Education:

1. Bachelor’s degree – preferably in healthcare, customer service, or related fields.

Experience:

1. Experience in customer service, preferably in a healthcare setting.
2. Experience in managing patient interactions and handling IT-related queries is a plus.

Technical Skills:

1. Proficiency in using communication portals and wearable health devices.
2. Basic knowledge of IT troubleshooting.
3. Experience using CRM systems for patient management and scheduling.

Soft Skills:

1. Excellent communication and interpersonal skills.
2. Strong problem-solving and organizational abilities.
3. Empathy and a patient-first approach to care delivery.
4. Ability to manage multiple tasks while maintaining attention to detail.
5. Team-oriented with the ability to collaborate effectively with the Behavioral & Lifestyle Team.
6. Strong time management skills to meet deadlines and ensure patient satisfaction.