Job Description
Provide remote patient support for various Kroger Health programs and campaigns, web services, and pharmacy feedback/escalation. Act as an escalation point for resolving complex patient issues. Coach and mentor less experienced team members and serve as a point of contact for new projects coming into the Health Connect Center. Demonstrate the company's core values of respect, honesty, integrity, diversity, inclusion and safety. Minimum - High School Diploma or GED - 2+ years of technical or customer support center experience - State Registered/Licensed Technician or Nationally Certified Technician - Maintain multi-state licensure as defined by specific assigned tasks - Ability to maintain composure during stressful situations - Strong attention to detail is required - Ability to work independently - Ability to organize and prioritize a variety of tasks/projects - Proficient with Microsoft Office - Ability to type 35-40 wpm - Strong written and verbal communication skills with the ability to effectively communicate information to customers and all levels of the organization - Strong customer service background Desired - Clinical Contact Center experience - Lead Technician- Provide in-depth support via phones and/or other media as required in resolving escalated patient issues. - Complete and document all calls in the required form and oversee through resolution - Serves as an escalation point for less experienced Patient Services Technicians - Serve as a liaison between Kroger Health, providers, insurer and the patient/technician - Ability to maintain and sustain established contact center metrics - Escalate and partner with management to identify trends affecting our patients and develop resolutions in resolving continuing issues. - Analyze patient incidents, determine impact and take appropriate action to resolve the incident - Clearly communicate analysis and resolution through written documentation within knowledge base - Perform select advanced level functions under the direction of a Contact Center Supervisor - Provide training documentation and formal/informal training on subject matter of expertise; assist with the training and development of other team members and clinical programs. - Maintain the ability to perform clinical work - Maintain flexibility to work weekends, evenings, and holidays as part of a standard work schedule. - Must be able to perform the essential job functions of this position with or without reasonable accommodation Apply tot his job