[Hiring] NOC Specialist @Amwell

Company Description

At Amwell, we’re transforming healthcare for all—powered by technology and inspired by people. Here, your ideas don’t just matter—they drive real change, improving lives on a global scale.

We marry technology and innovation with clinical excellence to provide trusted solutions that solve the healthcare industry’s biggest pain points and are on a mission to enable greater access to more convenient, affordable, and effective care.

We do this through our technology-enabled care platform that is designed to help our clients achieve their digital care ambitions – today and in the future. We offer programs spanning the full care continuum , including urgent, acute and specialty care, behavioral health, and services for the treatment of chronic conditions such as heart and cardiometabolic diseases. Programs are powered by Amwell as well as our growing partner network.

For almost two decades, Amwell has proudly served some of the largest and most sophisticated healthcare organizations in the U.S. and worldwide. Our team is passionate about technology’s role in transforming care delivery and making it more equitable, accessible, efficient, cost-effective and navigable for all.

Role Description

We are seeking a highly skilled and customer-focused Overnight Support Specialist to join the Amwell Customer Support and Operations team. In this role, you will provide exceptional customer service through our call center and case management systems, assisting patients and providers with platform-related issues. You will act as an extension of the provider’s staff, supporting administrative needs such as calling in prescriptions, issuing sick notes, and guiding providers through the platform. Additionally, you will manage support for our Amwell Crisis Lines, ensuring rapid response for urgent situations. The ideal candidate possesses excellent communication skills, demonstrates a passion for delivering outstanding customer service, and can effectively manage multiple tasks simultaneously. Reliability and punctuality are critical due to the overnight hours of this position.

• Respond to calls from patients, pharmacies, and other entities to resolve post-visit issues efficiently.
• Support AMG providers by calling in prescriptions, issuing sick slips, and assisting with administrative tasks, with provider approval.
• Guide providers and patients through the platform, escalating technical or workflow issues when necessary.
• Escalate cases outside the team’s scope to the appropriate departments to drive resolution.
• Handle and de-escalate dissatisfied or upset patients and providers, providing professional support and guidance.
• Manage after-hours Crisis Lines, including Provider Code Blue, Critical Labs, and the Emergency Hotline.
• Monitor provider waiting rooms, appointments, and patient alerts to ensure timely patient care.
• Efficiently process and resolve assigned cases, maintaining accurate documentation in the system.
• Identify potential patient system abuse and escalate to the appropriate internal teams.
• Stay current with workflow updates, system changes, and operational procedures to provide accurate support.
• Participate in ongoing training to enhance knowledge, technical proficiency, and customer service skills.
• Communicate operational, system, or personnel issues to team leads and management promptly.

Qualifications

• Excellent verbal and written communication skills.
• Reliability and punctuality for overnight shifts.
• Strong time management, multitasking and organizational abilities.
• Ability to remain calm and professional in high-pressure or escalated situations.
• Customer-focused mindset with a commitment to delivering high-quality service.
• Strong problem-solving skills with high attention to detail and documentation habits.
• Adaptability in a fast-paced and evolving environment.
• Proficiency with computer functions, including Microsoft Office and other relevant software programs.
• Familiarity with healthcare or telehealth platforms is a plus.
• Proven track record of exercising good judgment and effectively managing constantly changing priorities in a professional manner.

Benefits

• Flexible Personal Time Off (Vacation time)
• 401K match
• Competitive healthcare, dental and vision insurance plans
• Paid Parental Leave (Maternity and Paternity leave)
• Employee Stock Purchase Program
• Free access to Amwell’s Telehealth Services, SilverCloud and The Clinic by Cleveland Clinic’s second opinion program
• Free Subscription to the Calm App
• Tuition Assistance Program
• Pet Insurance