The Center of Excellence, Customer Service & Administrative Support - Level II for Digital Health performs all onboarding and implementation tasks for digital platform patient and member pharmacy iCare+ transactions including resolving customer questions or complaints, triaging, and troubleshooting service center requests, working diligently with third-party partners by collaborating on service-centered solutions and asserting programs and procedures to enhance productivity and performance.
Essential Functions:
- Train patient, pharmacists, and vendor customers on how to properly navigate and use the iCare+ platform and software tools.
- Support the internal iCare+ member onboarding process.
- Educate customers about core iCare+ products, services and impactful software features.
- Help answer and document complex questions and support calls about specific iCare+ health functions.
- Monitor a high volume of support requests and provide support assistance to patients, pharmacists, and integrated third-party partner solutions.
- Assist patients, and pharmacists with completing telehealth, tele pharmacy lite encounters and those participating with programs that are integrated into iCare+ (i.e., scheduling, billing, rebates, general inquiries, etc.).
- Running daily, weekly, monthly, and quarterly utilization reports.
- Monitoring provider response times and scheduling patients.
- Triaging patient and pharmacist related needs and prioritizing items requiring escalation.
- Maintain call and email database by logging support ticket information in multichannel customer support / help desk software applications.
- Perform product demonstrations to prospective customers to illustrate the unique workflow and full capabilities of the IPC Digital Health, iCare+ platform.
- Qualify and nurture IPC Digital Health leads and build customer relationships as an integral member of the invite and sales-to-delivery cycle (no cold calling – qualified leads will come from incoming calls or emails, interested member pharmacies or partnerships).
- Support COE leadership, staff, IPC Commercial Team for Digital Health and provide appropriate work direction, training, and guidance.
Hours: Monday - Friday 8:30am - 5:00pm CST.
Requirements
Minimum Education:
- Associates or Bachelor’s degree or equivalent combination of training and experience.
Preferred Requirements:
- 3-5 years’ experience in customer service (digital healthcare preferred).
- Proficient with MS Office (Excel, Word, PowerPoint, OneNote) and experience with SharePoint.
- Proficient with HubSpot, Salesforce and Telehealth patient platforms.
- Previous experience in healthcare-based systems (i.e., telehealth service center, medical assistant, office manager, etc.)
- Previous training on HIPAA and FWA
- Excellent oral and written communication skills, with strong attention to detail.
- Strong analytical and problem-solving skills.