Clinical Customer Service Representative - Sunnyvale, United States - iHealth Labs

Description

Job Description

Job Description


Work Location:
Sunnyvale, CA

Pay Range:
$18/hr-$23/hr based on experience

Job Type:
Full-Time

Our Company:
Founded in 2010, iHealth Labs is dedicated to empowering people to live healthier lives.

The company is a leading provider of cloud-connected medical devices, personal health care devices, and home-based tests and is at the forefront of the digital health revolution.

In 2018, iHealth launched its Unified Care program to address the issue of managing chronic diseases.

Unified Care specialists support patients at home between doctor's appointments with remote patient monitoring (RPM) and chronic care management (CCM) to achieve better health outcomes.

In November 2021, iHealth's COVID-19 Antigen Rapid Test received Emergency Use Authorization from the U.S. Food and Drug Administration for over-the-counter sales.

Since then, iHealth has become a key supplier of at-home COVID tests to the federal government, state governments, nonprofits, and individual consumers.

iHealth Labs is a leader in digital health solutions, with a mission to revolutionize the healthcare industry by making quality health management accessible and affordable for all.

Responsibilities
Apply technical expertise to troubleshoot and address customer concerns, delivering optimal solutions

Answer incoming calls from patients, addressing their inquiries, and concerns, and providing information about our services

Keep thorough records of customer interactions, process customer accounts, and file documents accurately

Collaborate with internal teams to escalate and resolve patient issues as needed

Follow communication scripts and guidelines to ensure consistency and compliance with established protocols

Meet call center performance goals, including call handling times, call quality, and appointment scheduling targets

Skills
Tech-savvy with strong problem-solving skills

Prominent active-listening and verbal-communication skills while being passionate about fostering interpersonal relationships with customers

Ability to prioritize, and manage time effectively

Proficient in navigating computer systems and databases, such as Google Suite applications

Self-starter with the ability to work independently and as part of a team

Qualifications
A Bachelor's degree in Communication, Business Administration or other relevant fields is required; additional education or relevant certifications are a plus

Proven experience in a call center or customer service role preferred

Bilingual capability is a plus especially in Mandarin, Spanish, Cantonese, Tagalog, Vietnamese, etc.

Benefits
Comprehensive training and ongoing support for professional development

Medical, Dental, Vision, Life Insurance, and 401K
Paid Time Off, Federal Holidays, and Leaves
Annual Performance-Based Bonus

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