Customer Support Representative at Envision Healthcare

Job Description

This is a CONTRACT position for a 3 month assignment, 2nd shift 2pm – 10:30pm EST, with rotating weekends and holidays.

The Remote Customer Support Representative I, for Radiology, promotes favorable company relationships with staff and clients, through prompt, accurate, and courteous resolution of telephone and written inquiries. To act as a point of contact for our contracted facilities, support, employed providers, and other client based requests.

Company Overview: Envision Healthcare is a leading national medical group focused on delivering high-quality care to patients when and where they need it most. You’ll find clinicians and clinical support professionals across the nation who are proud to call Envision home. We welcome teammates of every background and work in communities that reflect the racial, ethnic, gender, sexual orientation, and economic diversity of our country.

About Us

Through Envision Physician Services, our clinician-led organization is changing the face of healthcare by delivering high-quality care that puts the patient first. Envision’s core values drive continual advancement and ingenuity across the enterprise:

• Be Curious -embrace learning, seek out diversity of thought, listen openly, ask questions, and ask for feedback
• Instill Trust -have the hard conversation, presume good intent, honor commitments, and do the right thing for patients and each other
• Pursue Extraordinary -challenge the status quo, champion change, innovate and constantly aim higher
• Care Deeply -serve patients, partners, communities, and each other with empathy, compassion, and respect
• Embrace Teamwork -work cross-functionally, break down walls, develop others, be inclusive and unite to improve patient health
• Inspire Joy- seek fulfillment and the joy of medicine, appreciate others, celebrate wins, and promote wellness and belonging

Responsibilities

• Provide extensive support to each of our client facilities by assisting with following:
  • Cases transmitted incorrectly or cases hung up in transmission
  • User error, such as cases being sent with incorrect patient demographics
  • Username and password registration/password reset
  • Update customer on status of issue
• Handles all inbound calls, Support emails, and chats along with providing follow-up documentation
• Prioritizes issues based on business requirements
• Assist with any consultations requested between clients and radiologists
• Communicate any Non-Standard Communications to facilities accordingly
• Communicate any addendums to facilities and providers accordingly
• Provide initial issue triage
• Resolve or escalate issues to the appropriate department (ex. IT, Client Solutions, etc.) according to business requirements
• Document all actions in tickets, including customer contacts and resolution
• Resolve or escalate problems and requests according to issue management guidelines
• Maintain good communication to physicians, facilities, and corporate staff
• Take notes of recurring questions or problems that may be resolved by change in policy or procedure; communicate complaint patterns to management team
• Maintain patient confidentiality according to HIPAA guidelines

Leadership Requests

• Assist and complete requests from Director of Radiology Operations.
• Assist and complete requests from Practice Managers of Radiology Operations.
• Assist and complete requests from Management Team of Radiology Operations.

Other

Assist Radiology Operations Director and management team as requested in gathering data from various sources. Provide extensive support to each of our client facilities by assisting with following:

• Cases transmitted incorrectly or cases hung up in transmission
• User error, such as cases being sent with incorrect patient demographics
• Username and password registration/password reset
• Update customer on status of issue
• Handles all inbound calls, Support emails, and chats along with providing follow-up documentation
• Prioritizes issues based on business requirements
• Assist with any consultations requested between clients and radiologists
• Communicate any Non-Standard Communications to facilities accordingly
• Communicate any addendums to facilities and providers accordingly
• Provide initial issue triage
• Resolve or escalate issues to the appropriate department (ex. IT, Client Solutions, etc.) according to business requirements
• Document all actions in tickets, including customer contacts and resolution
• Resolve or escalate problems and requests according to issue management guidelines
• Maintain good communication to physicians, facilities, and corporate staff
• Take notes of recurring questions or problems that may be resolved by change in policy or procedure; communicate complaint patterns to management team
• Maintain patient confidentiality according to HIPAA guidelines

Qualifications

To perform this job successfully, an individual must be able to perform each essential responsibility satisfactorily. The requirements listed below are representative of the knowledge, skills and/or abilities required.

• Must have a hard-wired internet connection as well as a private workspace with a door that can be closed for privacy
• Good organizational skills
• Strong verbal and written communication skills, and an excellent phone presence
• Communicate and work well in a team environment
• Follow up in a timely manner on open items
• Able to effectively prioritize work on a daily basis

Education And Experience

• High School Diploma or General Education Degree (GED) and 3 months or more of related experience

Computer Skills

• To perform this job successfully, an individual should have knowledge of Microsoft Office Suite

If you are ready to join an exciting, progressive company and have a strong work ethic, join our team of experts! We offer a highly competitive salary and a comprehensive benefits package.

Envision Healthcare uses E-Verify to confirm the employment eligibility of all newly hired employees. To learn more about E-Verify, including your rights and responsibilities, please visit www.dhs.gov/E-Verify .

Envision Healthcare is an Equal Opportunity Employer.