Surescripts

Customer Support Coordinator

US-VA-Arlington
1 month ago
Job ID
2017-1745

Company Overview

Surescripts was founded in 2001 when the pharmacy industry and other collaborators set out to replace paper prescriptions with electronic. Today, we’re the nation’s largest health information network, connecting pharmacies, care providers, benefit managers and technology partners to get the right information to the right place at the right time. We offer industry-leading solutions that digitize manual workflows and use our unparalleled breadth of data to vastly improve healthcare connectivity, patient safety and provider efficiency.

 

What You’re Like You’re energized, enthusiastic and relationship-focused. You love coming up with creative new ideas and you’re eager to make a positive impact with your career. You’re an active listener and a proactive problem solver. You’re organized, articulate and reliable. You have a customer service mindset, and will do whatever is needed to help your customers succeed.

What We’re Like Surescripts Customer Group is a super-fun team full of smart, ambitious and genuine people (yes, real humans). We’re a tight-knit group that feels a bit like a family (in mostly good ways), and we value trust and communication big-time. We’re hungry to make a difference to the healthcare system, and we do it by focusing intently on our customers. While most companies merely talk the talk, we walk the walk—we truly put our customers at the core of everything we do, and each of us embodies this “customer-first” mindset in our own way.

 

OK, But Here’s What It’s Really Like Working at Surescripts Customer Group, you’ll be challenged by the nature of being in a network business and not rigidly categorizing or defining your customers. With so many customers with so many unique needs, you’ll have to deliver solutions that are appropriate for each. You’ll need to know them really well, and you’ll be expected to respond differently to one customer versus another. You’ll always be striving to create a truly customized experience with thoughtfully tailored and differentiated services.

 

Summary

The Customer Support Coordinator is responsible for assisting the Customer Support team in managing partner production support issues and relationships for Surescripts. The individual will need to be process oriented and possess general business operational experience.

Responsibilities

  • Process incoming cases to the Customer Support team via Salesforce, telephone, and email to ensure courteous, timely, and effective resolution of issues. Regularly communicate case status updates to clients.
  • Assume responsibility for reviewing and responding to issues reported to the Customer Support team via Salesforce, email or phone, including creating cases as necessary.
  • Document all support information and actions in the internal case tracking system (Salesforce).
  • Resolve customer issues, alone and through collaboration with Surescripts internal team and partner support personnel; escalate issues as needed.
  • Own the customer experience and drive satisfaction as measured through customer satisfaction survey.
  • Collaborate with Surescripts Customer Support managers to effectively manage priorities, issues, communications, partner expectations, and progress.
  • Provide feedback to management on possible ways to improve product and processes

 

Qualifications

Basic Requirements:

  • HS diploma (GED)
  • 5 years of experience
  • Experience in support/customer service

Preferred Qualifications:            

  • Experience with a customer relationship management application (Salesforce.com, Siebel, Heat, Vantive, etc)
  • Previous experience in a call center environment
  • Previous experience in the healthcare industry or healthcare-related role
  • Basic skills using Microsoft applications (ie: Excel, Word)

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