Title/Position: Remote CX - Patient Facing Tech Support 

Department or Business Unit: Performance Support Center

Reporting Structure: Manager of Customer Experience 

Employment Type: PTE/FTE

Exemption Status: Non-Exempt

Min. Experience: Entry Level

Travel Required: None

Overview of the Role:

The Patient Facing Tech Support Representative is an essential part of helping our patients and our providers to utilize our platforms to successfully maintain and participate in their healthcare needs. This role is responsible for answering inbound phone calls, assisting our customers with troubleshooting audio and video technology issues for our virtual platforms. The person in this role will also assist our patients with resetting passwords, creating accounts and troubleshooting the Privia patient portal platform, and other technology platforms. https://www.myprivia.com/virtual-health/virtual-visits/

Primary Job Duties:

• Analyze, troubleshoot and resolve technology issues with customers of varying degrees of knowledge and expertise of electronic equipment.  
• Identify and report common issues and trends to management 
• Answer high volume, inbound phone calls from providers and patients, utilizing a cloud based phone system
• Successfully meet all call center productivity and quality standards. 

Minimum Qualifications:

• High School Diploma required
• Knowledge of iOS, Android, Windows, Desktop Mac systems needed 
• 2-3 years of full time experience in a call center customer service environment preferred; remote work experience recommended 
• Familiar using software such as G-Suite products, Google Chrome, Safari, Internet Explorer, and Connectwise, or some other screen sharing platform  
• Availability to work an 8 hour shift between the hours of 8am - 6pm, Monday through Friday
• Must provide accessibility to secure, quiet work space with direct high-speed internet connection to effectively work remotely
• Has an understanding and the ability to comply with all HIPAA rules and regulations

Interpersonal Skills & Attributes:

• Excellent written and verbal communication
• Ability to interact with fellow employees and key stakeholders in a professional manner
• Ability to work collaboratively
• Multi-tasker, able to juggle multiple tasks at the same time.
• Ability to work independently and with a team in a fast-paced and high volume environment with emphasis on accuracy and timeliness
• Highly organized, high energy, and a productive person with a fanatical attention to detail
• Analytical mind and are always looking for ways to improve a recurring process.

Communication Methods Used:

• Email
• Phone

Physical Demands:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. While performing the duties of this job, the employee will be required to sit or stand for extended periods of time. The employee will be required to see and use computer technology, speak clearly through a headset so another person can understand, and understand the speech of another person.

Technical Requirements for Remote Work:

In order to successfully work remotely, supporting our patients and providers, we require a minimum of 5 MBPS for Download Speed and 3 MBPS for the Upload Speed. This should be acquired prior to the start of your employment. The best measure of your internet speed is to use online speed tests like https://www.bing.com/search?q=speedtest. This gives you an update as to how fast data transfer is with your internet connection and if it meets the minimum speed requirements. Work with your internet provider if you have questions about your connection. Employees who regularly work from home offices are eligible for expense reimbursement to offset this cost.