CAN Patient & Member Support Representative, Bilingual
Employment Information
Report this job
Job expired or something wrong with this job?
Job Description
Patient and Member Support Representative ensuring high customer satisfaction delivering services in a remote healthcare environment. Managing calls, emails, and chats to resolve patient inquiries efficiently.
Responsibilities:
- Respond to inbound calls, emails, and chats from patients and members, ensuring accurate and timely information is provided.
- Assist with inquiries related to Teladoc Health services, such as appointment scheduling, registration, eligibility checks, account management, and general support.
- Demonstrate a thorough understanding of Teladoc Health services and provide program-specific information.
- Direct patients and members to the appropriate teams when necessary.
- Relay messages from healthcare facilities to the appropriate team members.
- Act as the first point of contact for patients and members, ensuring exceptional and empathetic interactions.
- Represent Teladoc Health professionally with a patient- and member-focused approach.
- Efficiently resolve issues and complaints, escalating complex cases to Tier 2 support or supervisors as required.
- Provide first-level technical troubleshooting for the Teladoc app, escalating unresolved issues.
- Handle crisis calls when necessary with professionalism and care.
- Maintain accurate records of all interactions in customer relationship management (CRM) systems and electronic medical records (EMR).
- Navigate multiple internal systems to provide high-quality support.
- Document key information on patient and member accounts clearly and concisely.
- Follow all company policies and procedures to ensure compliance with regulatory and quality standards.
- Work closely with team members and other departments to ensure seamless service delivery.
- Participate in ongoing training and development to stay informed about Teladoc Health services and best practices.
- Consistently meet or exceed performance goals, including response time, resolution time, and customer satisfaction.
Requirements:
- Minimum of 2 years college preferred
- 3 – 5 years’ experience working in a customer-oriented environment preferably in healthcare or pharmaceutical industries
- Experience in a call centre or support team
- Proficient using PC technology software programs such as Microsoft Word, Outlook, Excel
- Bi-lingual English and French, is a requirement
- Exceptional empathy, actively engaging with members & patients, demonstrating a genuine understanding of their needs.
- Proficient navigation of multiple internal systems & web-based applications to facilitate the initiation of services within the Teladoc Health platform.
- A keen ability to adapt to new processes and thrive in a fast-paced work environment.
- Superior problem-solving capabilities and organizational acumen to address challenges effectively.
- Proficiency in articulating clear and concise call synopses, showcasing effective written communication skills.
- Outstanding telephonic communication abilities, enabling the clear and articulate explanation of complex concepts to our diverse member base.
- A proven track record of exceeding customer expectations, with a strong focus on swift and effective issue resolution.
- Exemplary organizational skills, adept at managing multiple competing priorities in a high-paced environment.
- The versatility to work both independently and collaboratively as part of a dynamic team.
- Comfort in proposing and implementing process changes to enhance the member experience, demonstrating a proactive approach to continuous improvement.
- Availability to work flexible shifts, including days, evenings, weekends and overnights, ensuring comprehensive coverage to meet the needs of our members.
Benefits:
- N/A
Similar Jobs
Trader Support Specialist – Futures
Trader Support Specialist at Tradeify, serving as primary contact for traders and customers. Resolving inquiries and providing support while enhancing trader experience in a fast-paced trading environment.
Claims Customer Experience Specialist
Customer Experience Specialist at Reserv providing support to customers during the insurance claims process. Handling inquiries, ensuring positive experiences, and resolving issues with empathy and professionalism.
Auxiliar de Atendimento ao Cliente, CS
Customer Service Assistant at Grupo Nunchi connecting candidates with job opportunities through effective communication. Ensuring a personalized experience for all candidates, enhancing their job search journey.
Physician Support Specialist – Pulmonology
Physician Support Specialist in Pulmonology at Cigna Group, expanding access to critical therapies through outreach and support. Collaborating with internal partners to improve patient care and strengthen physician relationships.
Customer Service Representative III
Customer Service Representative handling transportation inquiries for members. Ensuring a positive customer experience while coordinating transportation services through remote work.
Call Center Customer Service Specialist
Virtual Customer Support Specialist interacting with customers mainly handling fraud-related inquiries. Supporting a live call queue and collaborating with multiple levels for resolutions.
Bilingual Customer Service Representative
Bilingual Customer Service Representative assisting with inquiries regarding pet insurance and services. Managing customer contacts and resolving issues in line with company policies.
Working Student - Customer Support
Student assistant in customer support for CUBE Bikes in Germany. Processing customer inquiries and ensuring technical support for bicycle products.
Customer Care Representative
Customer Care Representative providing outstanding service to customers by handling inbound calls and inquiries. Engaging customers and striving to meet call center metrics while supporting sustainability efforts.
Customer Service Representative
Customer Service Representative at Stewart supporting sales and marketing activities. Answering customer inquiries and providing administrative support to maximize revenue and market share.
IT Business Support Specialist – Level I
Provides technical support to users for business applications at a global real estate services company. Troubleshooting, training, and documentation enhance operational efficiency.
Senior Director, Customer Services Operations
Senior Director managing pharmacy customer service operations in highly regulated markets. Overseeing strategy, performance, and transformation ensuring compliance and service excellence.
Virtual Assistant, Customer Support
Customer Support Virtual Assistant managing client inquiries across various industries in a remote role. Providing structured communication and resolving issues for end-users via multiple channels.
Sales Support Rep
Sales Support Representative for ePlus Technology, inc. Handling customer orders, inquiries, and relationships while ensuring efficient order management.
Account Support Specialist – Sales Department
Sales Account Technician supporting business growth in the UK market with 100% remote work model. Engaging in onboarding, training, and customer support activities.
Senior Customer Service Associate
Senior Customer Service Associate resolving high-profile executive customer complaints for Carrier. Collaborating with management and providing superior follow-up for issue resolution in a fast-paced environment.
Traveler Care Specialist, Luxury Travel – Customer Service, Sales
Traveler Care Specialist enhancing luxury travel experiences at Zicasso. Delivering exceptional customer service while building strong relationships with discerning clients through various communication channels.
Technical Product Support Specialist II
Technical Product Support Specialist providing advanced support for ZOLL enterprise products, managing complex technical customer inquiries and contributing to knowledge base improvements.
Customer Experience Associate
Customer Experience Associate providing banking solutions by processing financial transactions and resolving customer concerns at TD Canada Trust. Building relationships for a positive customer experience.
Customer Experience Representative
Customer Experience Representative in an innovative eCommerce company. Handling customer inquiries and providing technical support in a remote environment.