Customer Service Representative

Description:

The Customer Service Representative (CSR) position is pivotal in facilitating the initiation of Teladoc Health Canada cases related to one or more medical services offered, alongside supporting Telemedicine consultations, and assisting Teladoc Health members & patients. Collaborating closely with internal teams, the CSR ensures the prompt and precise completion of cases/consults while striving for utmost member/patient satisfaction. Leveraging their expertise in customer service and Teladoc Health services, they adeptly manage inbound and outbound calls, coordinate transfers to clinicians, schedule intakes and appointments, and consistently deliver top-tier service.

Role and Responsibilities

• As a vital member of our team, you will play a pivotal role in delivering outstanding service to our members & patients, serving as the face of Teladoc Health with a commitment to professionalism and member/patient-centric engagement across various communication channels such as calls, emails, and chats.

• Respond promptly to inbound calls within the Member Service queues, ensuring a timely and efficient resolution of member/patient requests and services.

• Extract pertinent information to determine member eligibility and prescribe appropriate courses of action.

• Collaborate seamlessly with clinicians and the case team, prioritizing case management/consults with a keen sense of urgency.

• Maintain meticulous case documentation in the relevant systems, ensuring clarity and completeness.

• Foster clear, concise, and effective communication with members, patients, clients, and management through both written correspondence and telephone interactions.

• Coordinate and schedule member/patient appointments as required.

• Collaborate with clinicians to facilitate pharmacy and prescription needs as necessary.

• Uphold the highest standards of quality and timeliness in all outgoing reports and communications.

• Adhere rigorously to PIPEDA rules and regulations, ensuring compliance with all parties involved in the process.

Join us in revolutionizing healthcare delivery and making a meaningful impact on the lives of our members & patients. Your dedication to excellence and commitment to compliance will be instrumental in our collective success.

Skill Requirements/Preferences

We are seeking individuals with a unique blend of skills and attributes to thrive in this dynamic role. the ideal candidate will possess:

• Exceptional empathy, actively engaging with members & patients, demonstrating a genuine understanding of their needs.

• Proficient navigation of multiple internal systems & web-based applications to facilitate the initiation of services within the Teladoc Health platform.

• A keen ability to adapt to new processes and thrive in a fast-paced work environment.

• Superior problem-solving capabilities and organizational acumen to address challenges effectively.

• Proficiency in articulating clear and concise call synopses, showcasing effective written communication skills.

• Outstanding telephonic communication abilities, enabling the clear and articulate explanation of complex concepts to our diverse member base.

• A proven track record of exceeding customer expectations, with a strong focus on swift and effective issue resolution.

• Exemplary organizational skills, adept at managing multiple competing priorities in a high-paced environment.

• The versatility to work both independently and collaboratively as part of a dynamic team.

• Comfort in proposing and implementing process changes to enhance the member experience, demonstrating a proactive approach to continuous improvement.

• Availability to work flexible shifts, including days, evenings, and overnights, ensuring comprehensive coverage to meet the needs of our members.

• If you embody these qualities and are ready to contribute to our mission of providing exceptional healthcare services, we invite you to join our team and make a meaningful impact.