Customer Experience Specialist
Description
At GoHealth Urgent Care, we place the needs of our patients first - by providing an effortless patient experience, a welcoming culture of care and seamless integration with market-leading health systems and our communities.
The Customer Experience Specialist will be the custodian of the customer’s journey where they will manage customer expectations with empathy, clear communication, while documenting each issue in detail. In this role, you will help promote the GoHealth brand as the unbeatable customer experience within the industry. You will work as an integral part of a cross functional team that will support and advocate for the entire organization. Ensuring that our vision of delivering an unparalleled, effortless, personal, and connected experience is achieved.
JOB REQUIREMENTS
25% Travel Required
Education
- High School Diploma or Equivalent- (Required)
- Bachelor’s Degree -(Preferred)
Work Experience
- Minimum 2 years of customer service or service desk related work experience in a medium to high growth company and/or entrepreneurial environments
- Knowledge of medical office management systems and procedures preferred (Epic and ECW)
Licenses/Certifications
- Nationally certified Medical Assistant (Preferred)
- Advanced Clinical Associate/ Scribe (Preferred)
Additional Knowledge, Skills and Abilities Required
- Proficiency in MS Office Suite
- Excellent written and verbal communication skills
- Service oriented, energized, and motivated by care!
- Strong organizational, planning skills, and attention to detail.
- Possess genuine care for people and patience in hearing customer concerns, requests, and questions knowing you can shape their experience.
- Time management skills, ability to multitask, and propensity to handle urgent interruptions with poise and professionalism.
- Confident communicator and skilled negotiator who can deliver a delightful, empathetic customer experience.
- Ability to synthesize both qualitative and quantitative data into presentations.
- Experience with remote support for customer and employees
- Experience working on remote teams and are effective in communicating in this environment
- Driven self-motivated and able to work under own initiative.
- Track record of working effectively within a team and collaborating with others to achieve a goal.
- Ability to navigate and to create basic reports with a strong understanding of industry standard SLA’s.
- Demonstrate responsibility, accountability, empathy, and high emotional intelligence.
- Ability to think critically and analytically to offer proactive ideas and solutions that influence change.
- Communicate in an open, collaborative way that fosters teamwork.
- Not afraid to fail and relish learning from those failures.
- Comfortable dealing with ambiguity on a day-to-day basis and are excited to be a part of building something from the ground up
Additional Knowledge, Skills, and Abilities Preferred
- Ticketing solution-Zendesk
- Other application- TalkDesk, Experity (NPS), Clockwise, and Salesforce
- Additional languages spoken.
ESSENTIAL FUNCTIONS
- Act as a primary point-of contact to provide customers with exceptional service by understanding their requests and offering accurate, thoughtful, and timely solutions.
- Demonstrate professional and courteous presence by providing excellent customer support through multiple channels of communication (i.e., email, phone, chat)
- Collaborating with cross-functional teams, such as marketing, sales, product development, and the customer service team, to align customer experience efforts with business goals and objectives (i.e., market launches, NCO’s)
- Provide answers to customers by identifying the problem, researching answers, guiding them through corrective steps if needed, and escalating queries to the appropriate department when needed for resolution.
- Work within a queue support model (Zendesk)t as the overall point for inbound Customer questions and requests through the ticketing system.
- Accountability is key and must be adhered to guarantee that all Customer Experience Service Level Agreements (SLAs) are met.
- Monitoring and measuring key performance indicators (KPIs) related to customer satisfaction, retention, and loyalty, providing regular reports and insights to leadership.
- Create documentation in our Knowledge Base to constantly improve our services and processes from a tiered perspective.
- Have a full understanding of GoHealth products, services, and offerings. This includes proactively communicating with market leadership for all updates.
- Partner with the larger support teams and vendors to work on projects as needed.
- Assigned Market visits (i.e., culture days, new centers, orientations).
- Travel- (Market Launches, Team Meetings, Trainings)
PHYSICAL REQUIREMENTS
- To ensure optimal productivity, remote workers must select an environment without distractions, with stable internet access, and conducive to focused work during working hours.
- Word processing: Including responding to e-mails, composing letters, completing computerized documentation, transcribing minutes for meetings, etc.:
- Light mobility: duties are usually performed by a combination of standing, walking, and primarily sitting.
- Must be able to lift to 25 pounds.
- Sit/ride in vehicles, busses, subways, trains, planes – public transportation for lengthy periods of time.
- Walk up/downstairs.
Note: this job description is not inclusive of all the duties of the position. You may be asked by leaders to perform other duties. Management reserves the right to revise this position description at any time.