[Remote] Customer Support Associate

Note: The job is a remote job and is open to candidates in USA. Lifepoint Health is a community-based healthcare organization, and Access Point is its patient engagement division focused on improving patient access to care and outcomes. The Customer Support Associate interacts with employees, contractors, suppliers, and vendors through phone, email, and chat to resolve payroll, benefits, purchasing, billing, and related inquiries while maintaining accurate records and delivering exceptional service.

Responsibilities

• Answers inbound calls, chats, and emails, in alignment with identified process as well as service level goals
• Accurately collects and/or validates client information in Five9, ServiceNow, and other applications
• Uses professional communication etiquette and listening skills to assist clients with their needs
• Builds a safe and trustworthy environment with clients, by utilizing both scripted and non-scripted communication methods
• Addresses the client’s question(s) in a satisfactory manner, including showing the client how to self-serve for when a similar need arises in the future
• De-escalates situations involving dissatisfied clients, offering assistance in a patient and supportive manner
• Utilizes and maneuvers between several different applications using dual monitors
• Maintains accurate and up to date information in the documentation system(s)
• Meets specified goals and objectives, as assigned by management, on a regular basis
• Maintains confidentiality of client information at all times
• Provides exceptional customer service to all clients
• Escalates any problems that may arise to management
• Adheres to the prescribed policies and procedures as outlined in the Employee Handbook, the Employee Code of Conduct, the Work from Home Requirements, and Call Center Guidelines
• Maintains awareness of, and actively participates in, the Corporate Compliance Program
• Assists with other projects as assigned by management
• Adheres to work schedule on a consistent basis

Skills

• High School Diploma/GED required
• Three or more years of call center customer service experience
• One year or more experience working remotely
• Wired High Speed internet with download speed of at least 100 MBPS and upload speed of at least 20 MBPS
• Associate's Degree or Bachelor's degree preferred

Benefits

• 401k
• PTO
• Medical, dental, vision, tuition reimbursement, and an Employee Assistance Program
• Comprehensive medical, dental, and vision plans, plus flexible-spending and health-savings accounts
• Competitive paid time off and extended illness bank package for full-time employees
• Income-protection programs, such as life, accident, critical-injury insurance, short- and long-term disability, and identity theft coverage
• Tuition reimbursement, loan assistance, and 401(k) matching
• Employee assistance program including mental, physical, and financial wellness
• Professional development and growth opportunities
• Remote work arrangement

Company Overview

Company H1B Sponsorship