Support Analyst - Appointment Scheduling, FT, Day

Prisma Health
United States, South Carolina, Greenville
300 East McBee Avenue (Show on map)
Jan 14, 2025
Inspire health. Serve with compassion. Be the difference. Job Summary Join our growing call center team of Scheduling Support Analysts in the Medical field! Work with a team of inter-related staff who schedule patients for appointments or work with patients to find their right doctor. You will use your computer skills, along with compassion for our patients to make a difference every day! Bring your experience to Prisma Health. Immediate position available in our Greenville, Easley, Sumter, and Columbia call center. Prisma Health is proud to offer available work shifts weekdays between 7am and 7pm. Accountabilities Receive customer input from phone, email, or web submission and create support tickets. Troubleshoot end user issues and determine if the issue can be resolved at Tier 1 or if it needs to be escalated to Tier 2 using established criteria and process.Resolve tier1 issues using troubleshooting resolution matrix. Gather information from customers to ensure sufficient data is gained to start case resolutions. Direct inbound service interactions to appropriate technical and sales resources. Conduct database lookup of consumer/patient records within electronic medical record software.Enter updated information within electronic medical records as required. Re-direct or engage other departments or specialty groups to resolve consumer/patient requests. Maintain compliance with attendance and schedule adherence requirements. Maintain interaction quality standards. Maintain performance standards. Proactively identify and share customer insights in order to recommend process improvements. Remain current with product/applications/process changes. - 90% Follow-up and follow-through on open tickets, requests, promises, and questions that have not been answered to provide callers with a resolution. Log interaction outcome in contact management system. - 10% Supervisory/Management Responsibilities This is a non-management job that will report to a supervisor, manager, director, or executive. Minimum Requirements High School Diploma or equivalent 2 years - Customer service experience: preferably supporting customers via phone, email, and chat. Knowledge, Skills or Abilities Passion for creating exceptional customer experiences both by helping and retaining customers. Tech savvy with a strong knowledge of Android, iOS, and Windows devices Metrics-driven and proven ability to handle a high volume of customer interactions. Strong conflict resolution skills and even temperament in challenging situations. Basic computer skills Proficient computer skills (word processing) Data entry skills Work Shift Day (United States of America) Location Greenville Memorial Med Campus Facility 7001 Corporate Department 70019063 Call Center Share your talent with us! Our vision is simple: to transform healthcare for the benefits of the communities we serve. The transformation of healthcare requires talented individuals in every role here at Prisma Health.