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Provider Support Agent: Tier II

Customer Support | Remote | Full Time

Job Description

About Doctor On Demand

Doctor On Demand’s mission is to improve the world’s health through compassionate care and innovation.  We believe that health is personal, and means so much more than treating illness.  We're proud of the care we've provided over the years and the relationships we’ve developed with our patients, as evidenced by the 5-star reviews we continually receive. People use our service to gain access to some of the best physicians and licensed therapists in the country, all whenever and wherever is most convenient.  It’s as simple as opening the Doctor On Demand app on a smartphone or computer.

Through live video visits, our hand-picked, US-trained doctors take patient history, perform an exam, and recommend a treatment plan. Prescriptions, if needed, go directly to the pharmacy of choice. While insurance isn’t required, tens of millions of Americans enjoy covered medical and mental health visits through employer and health plan partnerships. To learn more about the hundreds of medical issues we treat, visit us at DoctorOnDemand.com.

Job Summary: 

Our Customer Support team, located in the Minneapolis / St. Paul area, is responsible for multiple areas of the member/physician experience. We support our members in every way possible, as well as work with our staff of physicians, to ensure they have the necessary support to deliver stellar care. In this fast-paced role, your primary responsibilities will entail communication with Doctor On Demand physicians. You will be assisting in care of patients and communication with the healthcare team. 

Duties/Responsibilities: 

  • Respond to calls, emails, and live chats from members & physicians regarding scheduling, prescriptions and other health care coordination needs 

  • Provide support to physician staff, to ensure patients obtain the appropriate care in a timely manner 

  • Identify and escalate priority issues that need immediate attention via established pathways and follow up if needed 

  • Provider tier 1 technical troubleshooting to physicians and members 

  • Assist in provider and patient scheduling needs 

  • Be self-motivated enough to complete tasks without being prompted 

  • Willing to work flexible hours which may include evening or weekend shifts 

Required Skills/Abilities: 

  • Call center experience related to pharmacy or health care platform 

  • Exceptional customer service skills 

  • Experience working with web based systems 

  • Ability to type 50+ WPM 

Preferred experience/skills: 

  • Experience handling inbound support inquiries via phone, email, and chat preferred 

  • HIPAA certified 

  • Telecommuting experience is a plus but not required 

  • Mac experience 

  • 2+ years of experience in healthcare and/or contact centers 

  • Knowledge of Healthcare and medical terminology 

Education and Experience: 

  • High school diploma or equivalent. 

  • At least two years related experience required. 

  • Current credentials or certification preferred. 

Physical Requirements: 

  • Prolonged periods of sitting at a desk and working on a computer. 

  • Must be able to lift up to 15 pounds at times. 

This is not necessarily an all-inclusive list of job-related responsibilities, duties, skills, efforts, requirements or working conditions. While this is intended to be an accurate reflection of the current job, Doctor On Demand reserves the right to revise the job or to require that other or different tasks be performed as assigned. All job requirements are subject to possible revision to reflect changes in the position requirements or to reasonably accommodate individuals with disabilities. This job description in no way states or implies that these are the only duties to which will be required in this position, employees may be required to follow other job-related duties as requested by their supervisor/manager (within guidelines and compliance with Federal and State Laws). Continued employment remains on an “at-will” basis.