Pager Health is a connected health platform company that enables healthcare enterprises to deliver high-engagement, intelligent health experiences for their patients, members and teams through integrated technology, AI and concierge services. Our solutions help people get the right care at the right time in the right place and stay healthy, while simultaneously reducing system friction and fragmentation, powering engagement, and orchestrating the enterprise. Pager Health partners with leading payers, providers and employers representing more than 28 million individuals across the United States and Latin America.
We believe that healthcare should work for everyone. We believe that it’s too important to be as cumbersome and difficult as it is. And we believe that there is a better way to deliver a simplified, more meaningful healthcare experience for all – one that we’re determined to enable.
Pager Health is looking for an engaging Customer Service professional to join our growing team. Under the supervision of their Team Lead, the Member Services Representative supports the daily operations of the Member Services Department and Pager Health's mission, vision and values, all while delivering exceptional customer services to our members.
We are looking for someone that can work in a Per Diem (As Needed) capacity and who can commit to ~16-24 hours per week to support an upcoming campaign launch expected to last ~8-weeks with extension potential. This person will also need to complete a 1-week, full-time (M-F 9am-5pm EST) onboarding period. If you have a flexible schedule and are comfortable picking up varying shift hours, this role is a great fit for you!
RESPONSIBILITIES:
- Field inbound/outbound calls and provide non-clinical and first-tier technical support; with an emphasis on assisting members with appointment scheduling and care coordination
- Support email inbox to resolve any inquiries that come to the department via email
- Routinely research and resolve non-development and non-clinical related member issues and provide follow-up with outbound telephone contact
- Provide basic technical web support to resolve user errors
- Retrieve voicemails and return department-specific inquiries
- Retrieve and document member issue details, investigate, facilitate the escalation of issue resolution with open communication to their team lead
- Maintain familiarity with tools and systems applicable to their position
- Triage clinical inquiries to appropriate team for assistance
- Consistently and accurately document every member interaction
- Utilize grievance/complaint tracking system to ensure that each inquiry is accurately documented and resolved in a reasonable amount of time
- Utilize reports and data to recommend positive change for the member and organization
- Complete other duties as assigned by the Team Lead
- The essential functions listed represent the major duties of this role, additional duties may be assigned
QUALIFICATIONS:
- Education: Must have a minimum of a high school diploma or GED
- Must have 1+ years of customer service and/or account management experience
- Call Center experience is a big plus
- Outstanding customer service skills, including problem solving, active listening and patience
- Positive attitude and ability to manage conflicts with empathy
- Tech-savvy and ability to learn new software/platforms quickly
- Someone that is flexible and able to work with ambiguity
- Demonstrated skills in critical thinking, diplomacy and positive relationship building
- Outstanding time management and multi-tasking skills
- Commitment to quality and a proactive thinker
- Basic math knowledge
- A self-starter and someone that can take initiative
For Colorado, Nevada, and New York-based employment: In accordance with the Pay Transparency laws the pay rate for this position is $17.00-$20.00/hour. Final compensation for this role will be determined by various factors such as a candidate's relevant work experience, skills, certifications, and geographic location. The range listed only applies to Colorado, Nevada, and New York.
At Pager Health, you will work alongside passionate, talented and mission-driven professionals – people who are building scalable platforms, solving critical enterprise-level challenges in health tech and providing concierge services to help individuals access the medical care and wellbeing programs they need.
You will be encouraged to shape your job, stretch your skills and drive the company’s future. You will be part of a remote-first, dynamic and tight-knit team that embraces the challenges and opportunities that come with being part of a growth company. Most importantly, you will be an industry innovator who is making a positive impact on people’s lives.
At Pager Health, we value diversity and always treat all employees and job applicants based on merit, qualifications, competence, and talent. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.
Please be aware that all official communication from Pager Health regarding employment opportunities will originate from email addresses ending in @pager.com. We will never request personal or financial information via email. If you receive an email purporting to be from Pager Health that does not adhere to this format, please do not respond and report it to security@pager.com.
Pager Health is committed to protecting the privacy and security of your personal information
