NOC Specialist (Clinical Support)

Job description

Location: Remote

Company Description

Amwell is a leading telehealth platform in the United States and globally, connecting and enabling providers, insurers, patients, and innovators to deliver greater access to more affordable, higher quality care. Amwell believes that digital care delivery will transform healthcare. We offer a single, comprehensive platform to support all telehealth needs from urgent to acute and post-acute care, as well as chronic care management and healthy living. With over a decade of experience, Amwell powers telehealth solutions for over 150 health systems comprised of 2,000 hospitals and 55 health plan partners with over 36,000 employers, covering over 80 million lives.

Brief Overview:

As a Network Operations Center Specialist within the Clinical Support Team, you will play a key role in the day to day operations of the Online Care Group, including 24/7/365 physician support, escalation resolution, and handling a high volume of clinical support calls.We are looking for full time employees who have flexible schedules and can work either overnight, evening or weekend hours.

Job Duties

Core Responsibilities:

• Manage support escalations in conjunction with other team members
• Acts as the main point of contact for all provider-related support questions and issues via phone, email and live chat
• Answer incoming support phone calls and complete case documentation appropriately
• Uses critical thinking skills to prioritize and problem solve escalations
• Act as the liaison between the patient and patient’s pharmacy and/or treating physician to resolve open support requests
• Triage cases to the Technical Support team as needed for troubleshooting
• Upholds tracking of all support escalations utilizing Salesforce tools
• Works in collaboration with other NOC pods and departments within American Well to provide the best support possible to our patients and providers

Job Requirements

Qualifications:

• Robust interpersonal and communications ability, including strong written and verbal communication skills
• Adaptability in a fast-paced start up environment
• Fast learner, ready to jump right in with little direction
• Ability to effectively communicate via phone, video-conference, and written communication such as live agent chat and email
• Keen attention to detail and the ability to multi-task
• Proficient in all basic computer functions and programs, including Microsoft Office Suite
• Strong customer service orientation and the ability to interact with diverse groups
• A proven track record of exercising good judgment and handling constantly changing priorities in a positive, professional environment
• Experience resolving issues live on the phone in a call center environment; ability to maintain control of a phone call in tough situations
• Associate Degree or Bachelor Degree preferred
• 1-2 years related experience preferred

Job Benefits

• Unlimited Personal Time Off (Vacation time)
• 401K match
• Competitive healthcare, dental and vision insurance plans
• Paid Parental Leave (Maternity and Paternity leave)
• Employee Stock Purchase Program
• Free access to Amwell’s Telehealth Services, SilverCloud and The Clinic by Cleveland Clinic’s second opinion program
• Free Subscription to the Calm App
• Tuition Assistance Program
• Pet Insurance