Essential Functions

Note: The essential duties and primary accountabilities below are intended to describe the general content of and requirements of this position and are not intended to be an exhaustive statement of duties. Incumbents may perform all or most of the primary accountabilities listed below. Specific tasks, responsibilities or competencies may be documented in the incumbent’s performance objectives as outlined by the incumbent’s immediate supervisor or manager.

• Receives and responds to inbound calls and emails related to the DBM & PBM solutions, serving as first tier support of any reported software issues: such as account-related login issues, password resets, basic system utilization, and triage.  Following standard operating procedures creates support tickets with complete information in the ticketing system to ensure all pertinent data is logged and captured.
• In a respectful and courteous manner, acts as a resource for inbound calls and emails from homecare agencies and providers and, at times, may be tasked to provide basic instruction in operation of proprietary applications. Promptly escalates complex issues as appropriate to facilitate resolution of the issue.
• When necessary, acts as a liaison between homecare agencies and providers, and ensures all parties have accurate information to facilitate workarounds for reported break/fix items.   May troubleshoot and resolve common order fulfillment issues to preserve the most optimal customer experience. 
• On a continual basis, listens and responds to feedback from customers and determines necessary internal action or communication required to fulfill company obligations. Coordinates activities and/or relays information as appropriate.
• Assists customers by assessing the stated purpose of the call or email, and the need communicated, and routes to the appropriate business unit following standard operating procedures.

Marginal or Additional Functions

• Participates in regularly occurring staff meetings, training activities and ongoing continuing education to maintain relevant understanding and knowledge of company offerings and processes and procedures.
• May participate in department rotation of on-call phone coverage that may entail over-night periods of time.
• Performs other duties as assigned or apparent.

Supervisory and Managerial Responsibility

• Supervisory/managerial responsibility is not applicable

Knowledge, Skills & Abilities

Education, Licensure or Certification:

• A high school diploma or equivalent is required

Work Experience or Related Experience:

• At least six months experience in which incumbents regularly interface with customers is essential to perform customer services functions as described
• A year of call center or help desk experience or experience working in a medical environment is strongly preferred

Specialized Knowledge, Skills & Abilities:

• Strong interpersonal skills are necessary as is the ability to remain customer service oriented during situations in which clients or customers may be frustrated
• The ability to speak and write in a professional manner is required to communicate with clients, drivers, operations, and patients as described
• Proficient and accurate typing/data-entry skills are required to record system information as described
• Familiarity with Microsoft Office and a web browser is required to access, capture and communicate information as described
• The ability to demonstrate ownership for the customer experience and provide solutions to routine and common issues rather than escalating problems is essential
• Spanish speaking skills are desirable but not required

Equipment:

• Working knowledge of a PC, business and communications software (MS Office) and web-based tools are required
• Familiarity with contact management software is strongly preferred

Travel Requirements and Conditions

• No travel is required

Work Environment, Conditions and Demands

• Work is generally performed in an office environment or remote setting in which there is only minimal exposure to unpleasant and/or hazardous working conditions.
• The ability to maintain a flexible schedule to accommodate on-call rotations as described is required
• Incumbents must be able to work with defined schedules in which timed lunches and breaks are predefined

Physical Requirements and Demands

Note: Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions as described.

• This position entails a high level of work performed at a computer terminal throughout the day as well as heavy use of a telephone or headset equipment
• On a regular basis, incumbent frequently performs repetitive motions at a computer terminal and is subject to prolonged sitting
• Regular eye-hand coordination and manual dexterity is required to operate office equipment

Additional Position Information

• No additional information is applicable

Note: The Company will provide reasonable accommodations to employees with disabilities to help them perform the essential functions of the position.  A request for such accommodation should be directed to the employee’s immediate supervisor or Human Resources.