Customer Support Specialist

DescriptionJob Location: Remote Position (Hybrid if Local to Bakersfield or Dallas/Fort Worth, TX) Are you EPIC? Do you have the ability to demonstrate, understand and apply HFD’s core purpose and Values In All That You Do? At HFD, Our Mission Is To Make Healthcare More Affordable By Giving Everyone a Better Way To Pay. In Order To Accomplish This Mission, We Must Ensure That Our Team Is Aligned With Our E.P.I.C. Values

• Excellence: Always exceeding expectations!
• Passionate: Executing with boldness!
• Innovative: Pioneering a better way!
• Collaborative: Together we win!

The EPIC Customer Support Specialist We Are Looking For Reporting to the Team Lead - Customer Support, the Customer Support Specialist provides high quality support to patients through email, chat, and occasional phone communication. This role requires strong written and verbal communication skills, a high level of professionalism, and the ability to follow established procedures while accurately documenting all customer interactions. This position plays an important role in supporting patient inquiries, resolving account concerns, and maintaining excellent service standards. As a Customer Support Specialist, You Will

• Communicate with customers via email and chat following standard operating procedures.
• Handling inbound customer calls as needed
• Audit accounts to ensure proper protocols are followed.
• Compose and manage ad hoc email correspondence
• Accept payment on certain accounts as appropriate and resolve most questions and problems, referring only the most complex to higher levels (i.e., designated Assistance rep or supervisor)
• Evaluate customers' financial situations and negotiate terms of repayment to bring the account current.
• Input customer-related data accurately and efficiently.
• Always deliver a consistent and professional level of service.
• Maintain the highest level of both quality and service with every interaction.
• Advise and influence customers on the payment options within company guidelines.
• Report weekly to Team Lead detailing accomplishments, areas for improvement, clear performance goals, and effectiveness of systems.
• Additional responsibilities as needed.

Key Performance Indicators

• Total monthly emails handled
• Total monthly chats handled
• Quality Assurance performance

Requirements

• Previous customer support experience preferred (email, chat, or call center).
• Strong written and verbal communication skills.
• Ability to navigate multiple systems and maintain accurate account documentation.
• Strong problem solving and decision making skills.
• Ability to remain professional and empathetic during all customer interactions.
• Ability to pay close attention to detail and be self-motivated
• Ability to multitask and excel in a fast-paced environment
• Beginner-Intermediate proficiency in Microsoft excel

Benefits

• Medical, Dental, Vision Insurance
• 401k with 4% company match.
• Time off: 10 days of PTO, 6 days of paid sick time, plus 6 paid holidays and 1 floating holiday (from the HFD approved list).
• EPIC company culture