About Our Company
We’re a physician-led, patient-centric network committed to simplifying health care and bringing a more connected kind of care.
Our primary, multispecialty, and urgent care providers serve millions of patients in traditional practices, patients' homes and virtually through VillageMD and our operating companies Village Medical, Village Medical at Home, Summit Health, CityMD, and Starling Physicians.
When you join our team, you become part of a compassionate community of people who work hard every day to make health care better for all. We are innovating value-based care and leveraging integrated applications, population insights and staffing expertise to ensure all patients have access to high-quality, connected care services that provide better outcomes at a reduced total cost of care.
Job Description
How you can make a difference
- Act as the patient and provider advocate who helps drive high level of customer satisfaction
- Monitor and respond quickly to incoming requests from Agents via chat support
- Provide best practices, as well as customer support content, by utilizing available tools and resources
- Root Cause Analysis: Document, review and do a deep dive research on the patient and provider experience, and sentiments, while identifying any training gaps, and communicating the accurate facts and data to contact center supervisors
- Understand patient and provider requests and challenges, and effectively address them by providing the best solutions in a timely manner
- Based on documented data on training and quality gaps, recommend strategies to mitigate those gaps to improve agent performance and increase patient and provider satisfaction
- Accountable for reporting and analyzing overall patient and provider escalations in order to improve the customer experience
- Promote a culture of constant learning based on most frequently asked inquiries from agents
Skills for success
- Collaboration: ability to establish and maintain effective and working relationships with managers, team-members, and other customers
- Communication: speaks clearly, listens and gains clarification when needed, and responds well to questions
- Confidentiality: complies with HIPAA confidentiality standards when accessing or communicating patient information
- Diversity: shows respect and sensitivity for cultural differences
- Humility: low ego; engenders trust; respectful
- Self-motivated: energetic self-starter, strong sense of ownership with personal accountability
- Teamwork: is open and objective to other's views, gives and welcomes feedback, and contributes to positive team spirit
Experience to drive change
- High school diploma or equivalent required
- Bilingual Preferred
- 2+ years of experience in customer service; background in a contact center environment highly preferred
- Highly organized, detail-oriented, and can manage multiple competing priorities while continuing to advance critical and urgent initiatives
- Ability to build trust with patients and providers in a short period of time over the phone
- Excellent comprehension and listening skills with the ability to investigate situations, ask follow-up questions, and think of appropriate solutions in real time
- Demonstrated knowledge of contact center best practices, policies and procedures and SLAs, and the keen ability to effectively communicate those to agents
Excellent written and verbal communication skills in all forms of business communications
This is a non exempt position. The base compensation range for this role is $18.00/hr - $22.00/hr. At VillageMD, compensation is based on several factors including but not limited to education, work experience, certifications, location, etc. The selected candidate will be eligible for a valuable company benefits plan, including health insurance, dental insurance, life insurance, and access to a 401k plan.
About Our Commitment
Total Rewards at VillageMD
Our team members are essential to our mission to reshape healthcare through the power of connection. VillageMD highly values the critical role that health and wellness play in the lives of our team members and their families. Participation in VillageMD’s benefit platform includes Medical, Dental, Life, Disability, Vision, FSA coverages and a 401k savings plan.
Equal Opportunity Employer
Our Company provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to, and does not discriminate on the basis of, race, color, religion, creed, gender/sex, sexual orientation, gender identity and expression (including transgender status), national origin, ancestry, citizenship status, age, disability, genetic information, marital status, pregnancy, military status, veteran status, or any other characteristic protected by applicable federal, state, and local laws.
