Vera Whole Health · 7 hours ago
Customer Support Specialist II
United States
Full-time
Remote
Mid Level
$26/hr - $39/hrVera Whole Health is a company that focuses on providing exceptional healthcare services. They are seeking a Care Guide Support Specialist II responsible for delivering expert technical and customer support to both medical and non-medical customers while ensuring seamless communication and coordination with care center staff.
Health CarePrimary and Urgent CareTrainingWellness
Responsibilities
Respond to customer inquiries promptly via phone, email, or chat and ensure efficient resolution of issues
Advance knowledge of technology including ability to troubleshoot connectivity., and communicate complex technical information to customers in an understandable and customer-friendly manner
Provide customer service to patients/ members, addressing inquiries regarding medical appointments, insurance verification and eligibility determinations, benefits, etc
Process medical orders, including verifying patient information, coordinating, and ensuring accuracy in documentation
Providing accurate information related to care center services, locations and providers
Work closely with care center staff to ensure a seamless and best-in-class experience for all customers, particularly for medical-related inquiries
Utilize appropriate tools to help determine next steps, including RN Triage, Urgent/Emergent and other processes as appropriate
Respond to questions regarding claims, pharmacy, benefits and other insurance related topics and issues
Diagnose and resolve technical and customer service-related issues, escalating complex or unresolved problems to higher-level teams as needed
Maintain follow-up communication with customers to ensure issues are fully resolved and that they are satisfied with the outcome
Accurately document all customer interactions, technical support issues, and resolutions in the company's CRM or ticketing system
Maintain confidentiality and adhere to HIPAA regulations when handling sensitive medical information
Collaborate with other internal teams, including technical support, care centers, and product development, to improve customer service processes and enhance product offerings
Participate in calibrations where your results, call recordings, etc. are shared with others for the purpose of quality improvement and assessment
Ability to read text on a computer screen or printed documents for several hours at a time
Sitting for extended periods while answering calls, responding to emails, or using a computer
Required to use a computer, laptop camera, headset, and other office equipment
Ability to type and use a mouse/keyboard efficiently, along with headset or phone usage for communication
Required to appear on camera and in compliance with our dress code for all meetings, training, coachings and other designated interactions
Required to maintain stable internet connectivity in compliance with company standards
Ability to type quickly and accurately, manage multiple tasks simultaneously, and handle office equipment (e.g., headset, mouse)
Typical Requirements: Clear speaking and listening abilities, as well as accurate written communication skills
While not physically demanding in terms of heavy lifting or strenuous activity, remote customer service workers may need to maintain focus for long periods, sometimes requiring stamina to stay engaged
Ability to remain alert and engaged during calls and interactions for extended periods (e.g., 4-8 hours)
While this position doesn’t generally face heavy physical tasks, you may need to move or set up their office equipment occasionally, such as adjusting a desk, setting up a new monitor, or repositioning chairs
Ability to lift office supplies or equipment (typically 10-20 lbs)
Ability to arrange a work area that promotes efficiency, comfort and ensures the confidentiality of our customers/patients which includes potentially involving adjusting furniture or organizing equipment
Company policy prohibits employees from providing dependent care for an adult or child during work hours
Hybrid employees must adhere to in-office schedules and requirements as determined by management
Qualification
Required
Expert technical and customer support to both medical and non-medical customers
Troubleshooting and resolving technical issues
Ensuring customers fully benefit from the company's products and services
Coordinating with care center staff to provide exceptional experiences for patients and members
Addressing inquiries, making appointments, and maintaining effective communication between the organization and its clients
Strong problem-solving skills
Technical expertise
Customer-focused approach
High level of professionalism in handling sensitive medical information
Responding to customer inquiries promptly via phone, email, or chat and ensuring efficient resolution of issues
Advance knowledge of technology including ability to troubleshoot connectivity
Communicating complex technical information to customers in an understandable and customer-friendly manner
Providing customer service to patients/members, addressing inquiries regarding medical appointments, insurance verification and eligibility determinations, benefits, etc
Processing medical orders, including verifying patient information, coordinating, and ensuring accuracy in documentation
Providing accurate information related to care center services, locations and providers
Working closely with care center staff to ensure a seamless and best-in-class experience for all customers, particularly for medical-related inquiries
Utilizing appropriate tools to help determine next steps, including RN Triage, Urgent/Emergent and other processes as appropriate
Responding to questions regarding claims, pharmacy, benefits and other insurance related topics and issues
Diagnosing and resolving technical and customer service-related issues, escalating complex or unresolved problems to higher-level teams as needed
Maintaining follow-up communication with customers to ensure issues are fully resolved and that they are satisfied with the outcome
Accurately documenting all customer interactions, technical support issues, and resolutions in the company's CRM or ticketing system
Maintaining confidentiality and adhering to HIPAA regulations when handling sensitive medical information
Collaborating with other internal teams, including technical support, care centers, and product development, to improve customer service processes and enhance product offerings
Participating in calibrations where your results, call recordings, etc. are shared with others for the purpose of quality improvement and assessment
Ability to read text on a computer screen or printed documents for several hours at a time
Sitting for extended periods while answering calls, responding to emails, or using a computer
Required to use a computer, laptop camera, headset, and other office equipment
Ability to type and use a mouse/keyboard efficiently, along with headset or phone usage for communication
Required to appear on camera and in compliance with our dress code for all meetings, training, coachings and other designated interactions
Required to maintain stable internet connectivity in compliance with company standards
Ability to type quickly and accurately, manage multiple tasks simultaneously, and handle office equipment (e.g., headset, mouse)
Clear speaking and listening abilities, as well as accurate written communication skills
Ability to remain alert and engaged during calls and interactions for extended periods (e.g., 4-8 hours)
Ability to lift office supplies or equipment (typically 10-20 lbs)
Ability to arrange a work area that promotes efficiency, comfort and ensures the confidentiality of our customers/patients
Company
Vera Whole Health
Vera Whole Health is a healthcare center that specializes in offering primary care services.
Founded in 2008
201-500 employees
Funding
Current Stage
Late StageTotal Funding
$95.5MKey Investors
Morgan HealthLeerink Transformation Partners
2021-08-05Private Equity· $50M
2021-07-01Acquired
2020-04-10Series Unknown· $10M
Leadership Team
Herbert Cummings
Chief Clinic Operations Officer
Sue Ferbet
Chief Clinical Operations Officer
Recent News
Company data provided by crunchbase