Mission To Our Employees:
A mission-driven organization, Teladoc Health, Inc. is successfully transforming how people access and experience healthcare around the world. Through market-leading innovation in virtual care, our award-winning clinical solutions are helping millions of people resolve their healthcare needs with confidence. Today we have more than 2,400 employees, working together to deliver care in 175 countries and in more than 40 languages, to more than 12,000 clients including world recognized leaders.
We are committed to providing our Employees with a dynamic and collaborative work environment; there is equal opportunity for learning and personal growth. Creativity and innovation are encouraged. Above all, our mission-oriented employees will be treated with the same attention, respect, values and care that we provide to our clients and members.
What We Are Looking For:
Teladoc Health is the fastest growing virtual healthcare company in the nation. We are on the quest for passionate customer service professionals for our Customer Service Representative – Member Services opportunity.
Member Services is the first point of contact for individuals with the Teladoc Health membership. Engagement and empathy with members from the beginning is imperative.
In this role you provide an exceptional member experience through managing the first impression, establishing standards of service and building a relationship during each contact. You will be tasked with using independent knowledge and judgment based upon experience and resources to carry out established policies and procedures associated with assisting the member and ensuring an excellent member experience.
Exceptional computer and customer service skills are required.
What You Will Do:
- You are the first line of contact for members and must make each contact exceptional
- Represent Teladoc Health and our services in a professional, member-centric manner
- Provide timely response to members requests
- Gather information to determine member eligibility and appropriate course of action
- Manage the relationship for inbound member calls
- Respond and interact with members during challenging times
- Document within and navigate multiple internal computer systems while providing exceptional quality
- Demonstrate empathy, actively listen and effectively communicate with members
- Document key information clearly and concisely on customer account and Teladoc Health’s software system regarding information provided, received, or action taken
- Comply with all applicable compliance regulations (i.e., HIPAA), organizational policies and procedures
- Identify opportunities for improved member experience and provide feedback with member service improvement recommendations
- Willing to work outside of scheduled hours when needed
- Perform other duties as directed
What You Will Need:
- Exceptional computer skills required, including ability to multitask and navigate multiple systems seamlessly while on the phone with members
- Ability to exceed customer expectations with a focus on issue resolution and member experience
- Genuine interest in serving and caring for people
- Excellent communication skills with the ability to convey information in a clear, empathetic and articulate manner during monitored telephone conversations
- Focused with a sense of urgency
- Accuracy and attention to detail
- Ability to work independently and as part of a team
- Excels in a fast-paced environment
- Extraordinary customer service and interpersonal skills
- Superior problem solving and organizational skills
- Ability to proficiently navigate multiple systems
- Easily learns new procedures and adapts to changes easily in a rapidly evolving working environment
- Excellent written communication skills
- Must be able to maintain department compliance and performance expectations daily
- Employee must maintain satisfactory excellent performance and attendance
Education/Experience/Internet/Work Space Requirements:
- 3 years of direct customer service experience
- Some college required; Associates Degree preferred
- Private, in home DSL or faster internet service (Due to reliability, HIPAA regulations and privacy laws, you will not be able to use a shared, community, public internet service or a mobile hotspot.)
- This is a remote (work from home) position. You must have a quiet, dedicated (8-hours) work space, with no distractions
- Healthcare experience a plus
- Proficiency with Microsoft Office Suite
- Bi-lingual English/Spanish a plus
How to Apply:
