EpicMyChartis a robust patient portal that allows healthcare patients to easily view their upcoming appointments, test results, and invoices. Patients may also be able to schedule new appointments, pay their outstanding invoices, message their physicians and request e-Visits. Additionally, you can leverage MyChart for Virtual Visitsandmany other features.
TheCustomer Service Representative II will assistpatients withTelehealth questions regarding navigation through the application, advise patients on what options are available in the application, assist with account activation and username or password issues. A customer service representative will also research and troubleshoot complex situations and own the issue through resolutioni.e.downloadingthevirtual visit platformconfigure settingsand disabling pop-up blockers.
Job requirements:

• Assist callers with Patient Portal Account maintenanceneeds, navigation, internetconnections/browserversions,and additionalplatforms or software needed for device or virtual visit integrations
• Provides answers to users by identifying issues; researching to provide the correct answers; guiding users through corrective steps
• Resolves concerns by clarifying issues; researching and exploring answers and alternative solutions; implementing solutions; and escalating unresolved problems.
• Maintains call documentation by entering complete andsufficientinformation.
• Keeps equipment operational by following establishedprocedures,reporting malfunctions.
• Keeps product knowledge current by reviewing client updates to documentation.
• Communicate effectively to management regarding any needed updates or revisions to documentation.
• Accommodate client by recommending appropriate technical support and techniques when dealing with technical issues.
• Enhances organization reputation by accepting ownership for accomplishing new and different requests; exploring opportunities to add value to job accomplishments.
• Other duties as assigned.
• High Speed Internet Connection with hard wire capability is required. 30 down 5 up.
• Continued support of all modalities including phone, email, voice mail and chat capabilities.

Required Skills:

• 2 Year of customer service experience
• Outgoing, energetic, self-motivated
• Good listening skills
• Outstanding verbal and written communication skills
• Ability to multi-task in a fast-paced environment
• Excellent problem solving and strong computer skills to include MS Office, Teams, and ticket documentation, troubleshooting basic computer issues and critical thinking capabilities
• Ability to work independently but stay engaged with the virtual team throughout the workday via Microsoft Teams
• Punctual and reliable
• Ability to work non-standard shifts such as 2ndand 3rdshift, weekends, and holidays
• Healthcare experience

Preferred Skills:

• 4 Years Call Center experience or equivalent,i.e.prior end usersupport of some sortor have supportedpatientsin a clinical setting with the use ofa Patient Portal
• 2 Yearsofsupport or patientdocumentation experience or equivalent
• 2 Years of IT Experience or equivalent
• Bi-lingual (English/Spanish)
• Familiarity of internet browsers, zoom and or other video conference tools, downloading applications and mobile devices

Remote Work Environment & Demands:

• High Speed Internet Connection with hard wire capability is required
• Quiet and private work environment during scheduled work hours
• Back-up phone source (land line or cell phone)
• Ability to utilize personal device such as cell phone for secure token authentication
• Ability to attend online web meetings as needed

The Customer Service Representative II position is a resource that directly impacts revenue and produce billable cases with performance to meet contractual SLAs.
As a federal government contractor subject to Executive Order 14042, most U.S. employees are required to be fully vaccinated against COVID-19 unless granted approval for a medical or religious accommodation by Nuance. Proof of vaccination will be required.
Nuance offers a compelling and rewarding work environment. We offer market competitive salaries, bonus, equity, benefits, meaningful growth and development opportunities and a casual yet technically challenging work environment. Join our dynamic, entrepreneurial team and become part of our continuing success.
Nuance celebrates diversity and is proud to be an equal employment opportunity and affirmative action workplace. We consider all qualified applicants without regard to race, color, religion, sex (including pregnancy), sexual orientation, gender identity or expression, national origin, military and veteran status, disability, genetics, or any other category protected by law or Nuance policy. If you need an accommodation because of a disability for any part of the employment process, please call 781-565-5086 and let us know.