Consumer Experience Specialist I

Benefits

• Work from home

Position Summary:
At virtuwell we focus on providing a simple, fresh, empowering, approachable, and trusted experience for our consumers. This position is an essential role to achieving that vision. The primary focus is to provide a loveable virtuwell experience to our consumers and providers during evening, weekend and holiday hours. This person will provide a single point of telephone and/or virtual contact within virtuwell where consumers can obtain prompt and accurate support for the virtuwell website and its associated services. This person will be the primary support resource for providers working the virtuwell queue and is responsible for queue management by creating a partnership with providers through ongoing communication, support, and encouragement. By supporting both customers and providers this person is integral to ensuring we deliver a seamless experience 24/7. This position is 100% work from home and requires you to have a work location in which you can have privacy.

Primary responsibilities include but are not limited to:

• Answering phones
• Responding to voicemail
• Responding to email
• Answering billing inquires
• Queue management (i.e. wait time communication, reordering of items, contacting consumers to request more information)
• Epic case reporting
• Main point of contact for provider team
• Collection calls
• Troubleshoot both technical and logistical issues for consumers and providers (i.e. call backs, finding the right clinic or pharmacy, troubleshooting site/computer issues, etc)
• Being able to multi task, good time management and have exceptional communication skills is key to the success of this role.

Education/Experience:

Customer service experience in e-commerce, web and or health care preferred

Special Knowledge/Skills/Certifications/Licenses:

REQUIRED QUALIFICATIONS:

• Exceptional writing and presentation skills
• Strong critical thinking and communication skills
• Proficient in Microsoft Word, Excel and PowerPoint

PREFERRED QUALIFICATIONS:

• Previous experience working with people on the phone, preferably in handling a high volume of telephone calls in a call center environment.
• Demonstrated ability to work as an effective team member to improve internal and external customer satisfaction.
• Demonstrated ability to take the initiative and challenge the status quo on behalf of a customer.

Additional Information:
Remote / work from home position. Need to have a quiet area that is private and secure to work from. Should be tech savvy and comfortable walking people through troubleshooting. Being able to multi task along with having great communication skills is a must with this position.
We are an Equal Opportunity Employer and do not discriminate against any employee or applicant for employment because of race, color, sex, age, national origin, religion, sexual orientation, gender identity, status as a veteran, and basis of disability or any other federal, state or local protected class. We are committed to a culture of diversity, equity, and inclusion. A culture where every person feels welcome, included, and valued. It’s an important part of our Head + Heart, Together culture, and critical to our success.

The Organization
At Park Nicollet you're part of something bigger. We're a member of the HealthPartners organization, an award-winning integrated health care system comprised of several organizations. HealthPartners includes a team of 21,000 people dedicated to making a difference for our members, patients and the community. Whether you want to work in direct patient care, or support those who do, you will find a vast variety of job opportunities. Here, your contributions help to improve lives and impact health care for the better. If you want to make a difference, we want you on our team.

Park Nicollet Mission, Vision and Values
Mission: Our mission is to improve health and well-being in partnership with our members, patients and community.
Vision: Health as it could be, affordability as it must be, through relationships built on trust.
Values:

• Excellence We strive for the best results and always look for ways to improve.
• Compassion We care and show empathy and respect for each person.
• Partnership We are strongest when we work together and with those we serve.
• Integrity We are open and honest, and we keep our commitments.

What makes us unique?
At Park Nicollet, we never forget why we're here. Your health and well-being is our top priority and is at the forefront of everything we do. We believe outstanding health care is delivered when we merge the science and intellect of medicine with the compassion, spirit and humanity of our hearts. We refer to this as "Head + Heart, Together," and it exists to inspire constant improvement and lasting success. We achieve this by partnering with patients and families in everything from care decisions to service and facility design. As we work together as a unified team, we engage patients, families and the community, and put them at the center of everything we do.
To learn more about our organization, including our award winning care, please visit our website at www.parknicollet.com.