HealthBeacon Customer Care Associate

At HealthBeacon we are global leaders in developing smart tools for managing medication, we connect people to better health through sustainable, digitally enabled solutions

Job Description: Customer Care Associate

Company: HealthBeacon
Location: Remote - Florida, Georgia, Virginia
Position Type: Full-Time

Overview:

HealthBeacon is seeking a dedicated Customer Care Associate based in Florida, Georgia or Virginia to join our team. This role is essential for facilitating a smooth onboarding experience for patients in the Injection Care Management System program by guiding them through enrolment, addressing questions, and ensuring accurate information for their injectable medication journey. At HealthBeacon, this role requires empathy, persuasive communication, and technical skills to support patients using the HealthBeacon Injection Care Management System. Strong verbal communication, attention to detail, and organizational skills are vital for ensuring compliance and promoting patient well-being

What will you do?

• Develop a deep understanding of the HealthBeacon Injection Care Management System to address patient queries and provide comprehensive assistance to patients.
• Outreach to patients in line with your daily targets to outline the program on offer and onboard the patient onto the program
• Proactively resolve patients queries in a timely manner. Learn how to troubleshoot problems and provide solutions to issues raised by patients.
• Escalate issues to your line manager and other relevant team members as required
• Support patient queries through multiple channels which include Call, Email, SMS, and Chat
• Work collaboratively with various teams in HealthBeacon including technical support, production, and project management.
• Gather all relevant information, document, and report adverse events accurately and in line with regulation and compliance.
• Ensure that all standard operating procedures and regulations are followed in line with policy terms

Qualifications & Skills:

• A minimum of 2 years in customer service, with a preference for experience in healthcare.
• Must have strong communication and people skills, coupled with a solution-focused approach to problem-solving.
• Ability to handle multiple tasks simultaneously and meet deadlines efficiently.
• A collaborative team player who can also work independently, showcasing excellent organizational and time management skills.
• Knowledgeable in the HealthBeacon Injection Care Management System (ICMS) and capable of educating others on its use.
• Responsible for explaining programs and supporting onboarding efforts to meet enrolment targets and enhance patient satisfaction.
• Proactively address inquiries through various communication channels and escalate complex issues when necessary.
• Ensure compliance with regulations by reporting adverse events and adhering to established standard operating procedures and policies.
• Respond to patient inquiries with empathy and efficiency, ensuring accurate collection and verification of patient information and maintaining thorough documentation for process tracking.

Preferred Skills & Knowledge:

• Spanish-Speaking Individual
• Knowledge of confidentiality and HIPAA protocols
• Technical knowledge of Zendesk or Twilio
• Experience in pharmacovigilance reporting

Created on 11/20/24 by MCF