Lead L1 Support Agent, Consumer Access-Customer Care, FT, VARIES

Operates efficiently and trains new L1 Support Agents. This position demonstrates service excellence and positive interpersonal skills in dealing with others including patients of all ages, families, community members, and employees. Assist clients to leverage technology to solve business problems by being L2 Support and SPOC (single point of contact) for all technology-related problems, escalating un-resolvable transactions to the next level. Ensure compliance with customers‘ technical and quality standards and procedures always utilizing exceptional customer service to attain the highest degree of customer satisfaction. Escalates consumer concerns across different communication channels and commits to service recovery. Communicates effectively with patients, co-workers, department Supervisor, and Manager. Assumes the duties of the L1 Support Supervisor in their absence. Ability to work from home requirements, must have a home office environment that is noise and distraction free and basic technical skills for setting up equipment and troubleshooting if needed. Estimated pay range for this position is $18.41 – $22.28 / hour depending on experience.

Qualifications Degrees: High School,Cert,GED,Trn,Exper Additional Qualifications: Must have a minimum of three years customer service experience and basic computer knowledge. Must be able to type 65-75+ WPM in perfect punctuation, grammar, and spelling. Good command of written and verbal communication. Ability to multitask and work well under pressure. Experience preferred, but not required, with Customer Relations Management (CRM) application (i.e. Salesforce) and Electronic Medical Records (EMR) or scheduling system. Must be proficient in Microsoft Office, Salesforce and working in different operating systems. Two years technical school or technical certifications, as well as experience in troubleshooting internet browsers/smart phones/tablets is preferred, but not required. Must be able to manage multiple tasks requiring immediate attention. Must be able to work in a high energy, fast paced environment. Ability to work well under pressure. Associate Degree desired. Minimum Required Experience: