[Hiring] Patient & Member Support Representative @Teladoc Health

Role Description

The Tier 1 Patient and Member Support Representative plays a critical role in providing outstanding customer service to patients and members within a call center environment. This position involves managing inbound calls, emails, and chats to address inquiries, resolve issues, coordinate queues, and provide information about Teladoc Health services. The representative ensures high customer satisfaction by addressing concerns professionally and efficiently, while occasionally handling crisis situations.

Roles and Responsibilities

• Customer Support
  • 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.
• Issue Resolution
  • 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.
• Documentation and Compliance
  • 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.
• Collaboration and Development
  • 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.
• Performance Metrics
  • Consistently meet or exceed performance goals, including response time, resolution time, and customer satisfaction.
• Other Duties as Assigned
  • Perform additional tasks and responsibilities as directed by the supervisor to support the department's objectives.

Salary Range

$40,000 to $50,000/year.

Position Type

Backfill

Supervisory Responsibility

No

Travel

N/A

Work Environment

Remote - This role requires full flexibility for availability between Monday to Sunday, with all types of shifts (hours will vary) including day shifts, evening shifts, night shifts, and weekend shifts, as per the scheduling completed by management.

Qualifications

• 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

• Impactful, Connected Healthcare: Support millions of Canadians across the country with accessible care within rural regions & provincial health systems, at no cost to patients.
• Focus on Quality & Safety: Upholding the highest excellence of clinical quality standards is paramount to Teladoc Health.
• Collaborative, Supportive Network: Our diverse community is dedicated to transforming healthcare in Canada. Be a part of a growing team across Canada, that thrives on engagement, learning and growth.
• Our Work Truly Matters: Recognized as the world leader in whole-person virtual care, Teladoc Health uses innovative platforms to provide accessible care across the full continuum of care, at every stage in a person’s health journey.
• Growth and Innovation: We are growing rapidly - Come grow with us and support our expanding mission to make healthcare more accessible.
• Diversity and Inclusion: At Teladoc Health we believe that personal and professional diversity is the key to innovation. We hire based solely on your strengths and qualifications, and the way in which those strengths can directly contribute to your success in your new position.