Support Analyst, Customer Service, FT, Mid Shift

Prisma HealthColumbia, South Carolina

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Overview

Schedule

Full-time

Career level

Entry-level

Remote

On-site

Job Description

Inspire health. Serve with compassion. Be the difference.

Job Summary

Answers incoming calls from patients who want to place orders, respond to inquiries, manage complaints, troubleshoot significant customer service problems, and provide general information. Member of the primary contact team for consumers interested in the products we offer and will be responsible for assisting them in completing purchases online and over the phone. Inform customers of the product terms and features and project a professional company image through voice and online interactions.

Essential Functions

All team members are expected to be knowledgeable and compliant with Prisma Health's purpose: Inspire health. Serve with compassion. Be the difference.
Receives customer input from phone, email, or web submission and create support tickets. Troubleshoots end user issues and determine if the issue can be resolved at Tier 1 or if it needs to be escalated to Tier 2 using established criteria and process. Resolves Tier 1 issues using troubleshooting resolution matrix. Gathers information from customers to ensure sufficient data is gained to start case resolutions. Directs inbound service interactions to appropriate technical and sales resources. Conducts database lookup of consumer/patient records within electronic medical record software. Enters updated information within electronic medical records as required. Re-directs or engages other departments or specialty groups to resolve consumer/patient requests. Maintains compliance with attendance and schedule adherence requirements. Maintain interaction quality standards. Maintain performance standards. Proactively identify and share customer insights in order to recommend process improvements. Remain current with product/applications/process changes
Follows-up and follows-through on open tickets, requests, promises, and questions that have not been answered to provide callers with a resolution. Logs interaction outcome in contact management system.
Performs other duties as assigned.

Supervisory/Management Responsibilities

This is a non-management job that will report to a supervisor, manager, director, or executive.

Minimum Requirements

Education- High School Diploma or equivalent, OR post high school diploma
Experience- Two (2) years customer service experience. Experience supporting customers via phone, email, and chat preferred.

In Lieu Of

Required Certifications, Registrations, Licenses

Knowledge, Skills and Abilities

Ability to create exceptional customer experiences both by helping and retaining customers.
Tech savvy with a knowledge of Android, iOS, and Windows devices
Metrics-driven and proven ability to handle a high volume of customer interactions.
Conflict resolution skills
Proficient computer skills (word processing, data entry)

Work Shift

Day (United States of America)

Location

1301 Taylor St Baptist

Facility

7001 Corporate

Department

70019804 Contact Center- Customer Way Finding

Share your talent with us! Our vision is simple: to transform healthcare for the benefits of the communities we serve. The transformation of healthcare requires talented individuals in every role here at Prisma Health.

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FAQs About Support Analyst, Customer Service, FT, Mid Shift Jobs at Prisma Health

What is the work location for this position at Prisma Health?

This job at Prisma Health is located in Columbia, South Carolina, according to the details provided by the employer. Some roles may also include multiple work locations depending on the requirement.

What pay range can candidates expect for this role at Prisma Health?

Employer has not shared pay details for this role.

What employment applies to this position at Prisma Health?

Prisma Health lists this role as a Full-time position.

What experience level is required for this role at Prisma Health?

Prisma Health is looking for a candidate with "Entry-level" experience level.

What is the process to apply for this position at Prisma Health?

You can apply for this role at Prisma Health either through Sonara's automated application system, which helps you submit applications 10X faster with minimal effort, or by applying manually using the direct link on the job page.