Customer Support Operator at PatientPop
PatientPop is the leader in practice growth with the only all-in-one solution that empowers healthcare providers to improve every digital touchpoint of the patient journey. As experts in the healthcare technology space, PatientPop makes it easy for providers to promote their practices online, attract patients, and retain them for life.
We've grown from a small, scrappy team to a workforce of 400+ driven individuals who are committed to scaling smarter. As we move into our next phase of growth, we're looking for passionate and dedicated people to focus on innovative solutions while ensuring that we maintain a superb customer experience. That, in part, means finding highly qualified candidates who want to invest their energy to align with our company's long-term goals.
Are you ready to really dig into a new role? We're looking for you.
Why you're important to us:
As part of the Customer Support team, you will help to answer overflow calls that come to various customer success teams. This includes: client success managers, support, integrations, and onboarding. The Customer Support Operator provides a crucial customer experience role within PatientPop. As part of our frontline team, you will set the tone and meet the needs of customers looking to maximize their business and experience with the PatientPop platform.
How you will contribute:
Answer overflow calls from the various Customer Success teams
Answer incoming calls from PatientPop customers in a prompt, polite and professional manner
Maintain an 80% answer rate
Develop a strong understanding of routing and distributing calls in our TalkDesk phone system
Create, assign, follow up and monitor cases for completion
Triage 30 customer support cases daily to verify data and route the case appropriately
Create and assign cases using Salesforce
Actively review the pending reply queue and follow up with the appropriate contact to ensure they reach out
Deflect 12% or more of incoming calls intended for CSMs/IMs to the customer support team
Investigate and ask questions to understand the nature of the customer’s call. Route the call appropriately based on the reasons given
Understand the general responsibilities of each team in the customer success and support department so that you can correctly identify the best team to connect the client to
Be a team player
The volume of incoming support calls is evolving and we’re looking for you to be proactive with side projects
Contribute to team-based assignments while working autonomously
Create documentation and log all activity
You will stand out with:
- Familiarity with Salesforce or Zendesk ticketing systems
- Familiarity with TalkDesk or other VOIP phone systems
- Experience in healthcare settings
- Past experience as an office manager
PatientPop has one simple mission: help healthcare practices thrive. Our solution is the leading all-in-one practice growth platform that's HIPAA-compliant and helps providers promote their practice online, attract patients, and retain them for life. Learn more at patientpop.com
We will consider for employment all qualified applicants, including those with criminal histories, in a manner consistent with the requirements of applicable state and local laws, including the City of Los Angeles’ Fair Chance Initiative for Hiring Ordinance.