Customer Service Representative (Healthcare)

This role does not offer Work Permit/Visa Sponsorship

Job Requirements:

• College/University Degree
• Between 1-4 years of experience as a Customer Service Representative in a BPO/Shared Services or similar industry
• Experience using Service Now, Contact Center Applications and related ITSM tools
• Experience working on North America account and shift is a plus
• Experience working in a healthcare account is an added plus but not required
• Must be willing to work on a fixed night shift Schedule (M-F US Business Hours)
• Must be okay to work on a Hybrid Set-Up reporting 1-3x a week at our Makati Office

Job Overview:

We are looking for people that are as dedicated as we are to improving health equity and delivering quality care across the globe. As Solution Analyst I in the Support organization, you will use strong communication and customer service skills to work directly with Oracle Health customers as the initial point of contact for support. You will be responsible for supporting Oracle Health customers by providing real time technical support, investigation, issue resolution, and triage in a call and ticket-based environment. You will also have the opportunity to gain knowledge on specific Oracle Health products and solutions.

In this role, you will use customer service skills and basic front end application knowledge to assess, investigate, and resolve Oracle Health customer issues and requests via call, ticket, and other electronic means. You will work directly with patients using the Oracle Health Patient Portal, which requires strong communication skills. You will be responsible for documenting the investigation and performing basic technical troubleshooting to resolve issues in real time. You will also be responsible for appropriately triaging, resolving, and escalating issues, which requires a basic understanding of the different application products and solutions. The work is semi-routine in nature and requires both independent and collaborative work in a fast paced environment. You will be responsible for adhering to regulatory policies, such as HIPAA, and Oracle Health policies, procedures, and customer requirements.

You will be responsible for fielding and resolving Oracle Health Patient Portal customer inquiries via phone and electronic means. Detailed responsibilities include:

• Answer and place internal and external calls via contact center solution
• Manage customer incident and service requests in the appropriate systems and in a timely manner
• Communicate effectively and provide exceptional customer service to Oracle Health customers, specifically patients using the Oracle Health Patient Portal
• Ensure that the appropriate internal and customer follow-up is performed within the published timelines
• The investigation and basic technical troubleshooting responsibilities include gathering information, using troubleshooting tools, capturing log files, leveraging knowledge articles, shadowing end users, and testing workflows
• Documentation of issue, investigation, and customer interaction
• Basic understanding of different products, solutions, and/or features within the application
• Triage and escalation, when necessary, of unresolved issues
• Answer and place internal and external calls via contact center solution
• Provide exceptional customer service and deliver upon team based goals and expectations