At GoHealth Urgent Care, we place the needs of our patients first - by providing an effortless patient experience, a welcoming culture of care and seamless integration with market-leading health systems and our communities.
As the Customer Experience Specialist, you will ensure that we continue to successfully deliver a positive customer experience through online chat, phone and email channels in support of customer service. The Customer Experience will work in a fast-paced environment and in collaboration with the IT, Billing, Marketing and Center Operations functions to ensure the continued customer experience outside of our centers is efficient and effective. You will l manage customer expectations with empathy, clear communication, while documenting each issue in detail. In this role you will help promote the GoHealth brand as the unbeatable customer experience within the industry. You will be an integral part of the cross functional team by advocating and supporting the entire organization.
High School Diploma or equivalent required
Bachelor’s Degree preferred
1-2 years in relationship management service role that involved cross team collaboration required
Minimum 2 years of customer service or service desk related work experience in a medium to high growth company and/or entrepreneurial environments required
Healthcare experience preferred
Required Licenses/Certifications None
Additional Knowledge, Skills and Abilities Required Core Competencies:
Collaboration: Takes ownership for collectively establishing productive partnerships and relationships and seek to gain joint understanding of priorities and objectives so that the greater good of the organization and those we serve is always at the forefront.
Innovation: Consistently uses good judgment, applying creativity to overcome obstacles and increasing effectiveness and efficiency though process and other forms of innovation.
Diversity and Inclusion: Fosters diversity and inclusion, to be able to better understand team members, our customers, and partners. Engages the strengths and talents of each GoHealth team member, creating an environment of involvement, respect, and connection where the richness of ideas, backgrounds and perspectives are harnessed.
Integrity: Models and practices the highest ethical and professional standards; demonstrates pride and personal interest in our patients, partners, and fellow team members, deeply engaging in the business. Makes decisions, with a focus on doing the right thing; treats team members, our customers, partners and vendors with dignity, consideration, open-mindedness, and respect.
Accountability: Always shows initiative, demonstrates a bias to action and gets things done. Actively accepts responsibility for diverse roles, obligations and actions that positively influence patient and customer outcomes, our partnerships, and the healthcare needs of our communities.
Functional Competencies: to be selected and prioritized by the hiring manager for each position
FLEXIBILITY - Open to change and new information; adapts behavior or work methods in response to new information, changing conditions, or unexpected obstacles; effectively deals with ambiguity.
INTERPERSONAL – Develops and maintains excellent working relationships within HR and other business departments.
BUILDING RAPPORT - Exercises skill and diplomacy to establish HR as a trusted, credible business partner; creates buy-in with customers
ORAL COMMUNICATION - Expresses information to individuals or groups effectively, taking into account the audience and nature of the information ; makes clear and convincing oral presentations; listens to others, attends to nonverbal cues, and responds appropriately.
PROBLEM SOLVING – Identifies problems; determines accuracy and relevance of information; uses sound judgment to generate and evaluate alternatives, and to make recommendations.
SELF-MANAGEMENT – Sets well-defined and realistic personal goals; displays a high level of initiative, effort, and commitment towards completing assignments in a timely manner; works with minimal supervision; is motivated to achieve; demonstrates responsible behavior.
TECHNICAL COMPETENCE – Uses or gains knowledge that is necessary to perform the major functions that are described above
WRITING – Recognizes and uses correct English grammar, punctuation, and spelling; communicates information in a succinct and organized manner; produces written information that is appropriate for the intended audience.
CUSTOMER SERVICE – Demonstrates a results-oriented focus for delivering appropriate services in an accurate, complete, and timely fashion.
TEAMWORK/COLLABORATION – Demonstrates skills and abilities in collaborative efforts with experience in team/project-oriented activities.
RELATIONSHIP MANAGEMENT – Maintains good communication and a positive relationship with employees at all levels of the organization to promote employee satisfaction. Projects excellent customer relations in all interactions.
ORGANIZATION - Advanced organizational skills with the ability to prioritize and handle multiple assignments and request.
Additional Knowledge, Skills, and Abilities Preferred None
Essential functions are those tasks, duties and responsibilities that comprise the means of accomplishing the job’s purpose and objectives. Essential functions are critical or fundamental to the performance of the job. They are the major functions for which the person in the job is held accountable. Following are the essential functions of the job.
Acts as a liaison between the customer experience department and other departments in the company: Center Operations, IT, Billing, Marketing, to ensure the Voice of the Customer in heard
Act as a primary point-of contact for expedient resolutions to customer requests.
Prime responsibility to ensure Customer Experience SLA's are met
Demonstrate professional and courteous presence by providing excellent customer support through multiple channels of communication
Manage communication between customers and internal departments to avoid delays and or service failures.
Provide answers to customers by identifying the problem, researching answers, guiding them through corrective steps if needed, and escalating queries to the appropriate department when needed for resolution.
Work within a queue support model t as the overall point for inbound Customer questions and requests through the ticketing system.
Collaborate with stakeholders to provide detailed feedback on services to ensure that our processes are fixed or improved with customer experience as the priority.
Provide customers with exceptional service by understanding their requests and offering accurate, thoughtful, and timely solutions.
Create documentation in our Knowledge Base to constantly improve our services and processes from a tiered perspective.
Work closely with the Stakeholder Management teams to ensure Customers requests are being addressed before they reach an escalation point.
Have a full understanding of GoHealth products, services, and offerings. This includes proactively communicating with stakeholders for all updates.
Partner with the larger support teams to work on projects as needed
Advocate for customers by identifying trends in issues and suggesting improvements to processes, policies, and products.
All other duties as assigned.
Note: This job description is not inclusive of all the duties of the position. You may be asked by leaders to perform other duties. Management reserves the right to revise this position description at any time.
Posted Date : 2022-05-07
Job type : Full Time