Patient Support Specialist Tier 2

Description, and ideal candidate description:

Tier 2 agents handle all tickets related to: damaged/missing shipments, wrong meds received, unwanted refills, refund requests, duplicate charges, etc.

Tier 2 agents work collaboratively with the leadership and other teams to resolve these issues in a timely manner. They are expected to do extensive research on the order and ticket history in order to recommend the best solution to the issue that aligns with department guidelines.

Every patient with an unresolved Tier 2 ticket receives an update every other day, so they know we haven’t forgotten about them. It is required that Tier 2 checks in daily with the department we are waiting on when a situation hasn’t yet been resolved.

The ideal candidate will be one who can easily and quickly research and understand the root cause of an issue, is a critical thinker, and a problem solver. The ideal candidate is adaptable, open to feedback, and would do anything within policy and reason to help get the situation solved for the patient. The ideal candidate must also be resilient, and not take patient anger or frustration personally. They must be able to build rapport both internally and externally; maintaining customer and partner relationships, while responding to patient inquiries.

Responsibilities:

• Primary focus is on Zendesk Tier 2 ticket queue:
  • Tickets should not remain on hold for longer than 1 business day without patient follow-up, and follow-up with any internal or external resource required to resolve the issue.
  • Review and clear specific tags for orders with open Tier 2 tickets.
  • Ensure no SLAs are breached
  • Goal is to update 7 tickets per hour, and resolve all Tier 2 tickets in an average of 2 business days.

• Agents are to tag leadership for any highly escalated situation they are unable to resolve on their own, but are expected to provide resolution suggestions/recommendations.

Requirements:

• Minimum 3 years of customer support experience.
• If an internal employee, minimum 3 months with company , have a great attendance record, and average of 95% QA and 85% CSAT scores, familiar with Zendesk, Dashboard, organization, and processes.
• Strong phone presence with exemplary customer service and de-escalation skills
• Strong conflict resolution, problem solving, and critical thinking skills
• Resourceful and detail oriented
• Must have a good understanding of computers, hardware, networks, etc.
• Adaptable to swift program changes
• Ability to accomplish tasks and see issues through to completion

Schedule:

• Monday - Friday, Holiday and OT may be required
• Shift schedule: 6a-3p, 7a-4p, 8a-5p, or 9a-6p PT