Introduction to MDLIVE and Our Mission
MDLIVE is a pioneering telehealth company that has been at the forefront of providing virtual care services for general health, primary care, behavioral health, and dermatology. Our mission is to deliver extraordinary customer care by promptly and accurately responding to our patients' concerns, reinforcing our benefits and services, and connecting with our patients to establish long-lasting relationships that foster brand loyalty. We are committed to making a positive impact on the lives of our patients, and we are seeking dedicated, compassionate, and empathetic Customer Service Associate Representatives to join our team.
About the Role
As a Customer Service Associate Representative, you will be the face of our company, representing MDLIVE and making a difference in the lives of our patients. You will be responsible for delivering exceptional customer service, responding to patients' questions and concerns in a timely and professional manner, and developing and fostering patient relationships. If you are genuinely interested in helping people at critical points in their lives, we encourage you to apply for this exciting opportunity.
Key Responsibilities
- Answer inbound calls and chats from patients, assisting with all customer service issues, including registrations, consultations, prescription/pharmacy issues, billing concerns, collections, technical support, and navigational assistance.
- Manage an average of 40-50 calls/chats daily, taking calls back-to-back or simultaneous chats while toggling through several applications on multiple screens.
- Utilize active listening skills to remain customer-focused, meeting tailored needs and providing positive outcomes for our patients' well-being.
- Resolve customer complaints through independent problem-solving skills, resource utilization, and one-call resolution.
- Understand and strive to meet or exceed call center metrics while providing accurate information to callers with a courteous and professional demeanor.
- Work in a highly customer-focused, metrics-driven environment that supports quality of service and compliance through policies and procedures.
- Ensure compliance with all relevant laws, policies, and HIPAA regulations.
- Perform other duties as assigned.
Essential Qualifications
To be successful in this role, you will need:
- A High School diploma or equivalent.
- 1-3 years of customer service experience, with call center experience preferred.
- A dedicated workspace with no distractions.
- Intermediate proficiency in Microsoft Office Suite.
- Strong organization, written, and verbal communication skills.
- Empathy and understanding while supporting patients' varying needs.
- The ability to think outside the box and demonstrate problem-solving skills.
- Strong written and verbal communication skills, with the ability to read, write, and communicate fluently in English.
- Detailed-oriented and ability to type at least 25 wpm.
- Self-directed and able to work independently with minimum supervision.
Preferred Qualifications
While not required, the following qualifications are preferred:
- Previous experience in a telehealth or healthcare environment.
- Knowledge of medical terminology and HIPAA regulations.
- Experience with customer relationship management (CRM) software.
- Bilingual or multilingual skills.
Skills and Competencies
To excel in this role, you will need to possess the following skills and competencies:
- Communication skills: Excellent written and verbal communication skills, with the ability to communicate effectively with patients, colleagues, and management.
- Problem-solving skills: Ability to think critically and resolve customer complaints in a professional and courteous manner.
- Time management skills: Ability to manage multiple tasks and priorities in a fast-paced environment.
- Technical skills: Proficiency in Microsoft Office Suite and ability to learn new software applications.
- Adaptability: Ability to adapt to changing circumstances and priorities in a dynamic environment.
Career Growth Opportunities and Learning Benefits
At MDLIVE, we are committed to the growth and development of our employees. As a Customer Service Associate Representative, you will have access to:
- Comprehensive training programs to enhance your skills and knowledge.
- Ongoing coaching and feedback to support your career development.
- Opportunities for advancement and career growth within the company.
- A dynamic and supportive work environment that encourages collaboration and innovation.
Work Environment and Company Culture
At MDLIVE, we pride ourselves on our positive and inclusive company culture. As a remote employee, you will be part of a virtual team that values:
- Collaboration: We work together to achieve common goals and support each other in our roles.
- Innovation: We encourage creativity and innovation in our work, and we are always looking for new ways to improve our services.
- Respect: We value diversity and respect each other's differences, promoting a culture of inclusivity and empathy.
- Fun: We believe in having fun and enjoying our work, and we encourage our employees to do the same.
Compensation, Perks, and Benefits
We offer a competitive hourly rate of $17-$18 per hour, depending on experience and location. Additionally, you will be eligible to participate in our annual bonus plan and enjoy a comprehensive range of benefits, including:
- Medical, vision, dental, and well-being and behavioral health programs.
- 401(k) with company match.
- Company-paid life insurance.
- Tuition reimbursement.
- A minimum of 18 days of paid time off per year and paid holidays.
Conclusion
If you are a motivated and compassionate individual who is passionate about delivering exceptional customer service, we encourage you to apply for this exciting opportunity. As a Customer Service Associate Representative at MDLIVE, you will be part of a dynamic team that is dedicated to making a positive impact on the lives of our patients. Don't miss out on this chance to join our team and build a rewarding career in telehealth. Apply today and let's build the future together!
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