Customer Support Associate
Posted 5 hours ago
You'll complete your application on Junction's career site.
About the Role
This non-profit organization focuses on promoting innovation by hosting elite, massive-scale hackathons and tech events. By uniting varied teams of engineers, designers, and entrepreneurs, the entity encourages project-centric education and professional connections. The group supports its members continuously via grants, volunteer initiatives, and industry-linked hubs, all dedicated to the progression of AI and modern technology.
Requirements
- You should have a minimum of four years of experience in call centers, BPO settings, or customer support, ideally serving US healthcare clients.
- You must be fluent in English to facilitate professional phone interactions with US business partners and possess high precision when verifying IDs, dates, and names.
- You need to be capable of executing consistent, process-oriented tasks and demonstrate persistence in handling callbacks.
- You must be skilled in using tools such as Slack, Zendesk, and Pylon, and know when to follow protocols versus when to escalate matters.
- You are expected to work Monday through Friday from 9 am to 6 pm ET, which represents an overnight shift for those in the Philippines.
- You must maintain a dependable home workspace with a minimum internet connection of 100 Mbps, alongside secondary power and internet backup systems.
- Experience with HIPAA compliance, US medical billing, or the US healthcare industry is viewed as a valuable plus.
Responsibilities
- You will oversee a Tier 1 inquiry queue, prioritizing requests by urgency and adhering to defined response-time deadlines.
- You will communicate directly with US-based laboratories, mobile phlebotomy services, and other stakeholders concerning order status, results, demographic adjustments, and requests for new specimens.
- You will be evaluated on your data accuracy, completeness, and your capability to provide relevant progress updates.
- You will adhere strictly to standard operating procedures, record all interaction details in required templates, and consistently monitor cases until full resolution is achieved.
- You will pinpoint recurring operational issues and recommend enhancements, and you may eventually assist with financial matters like refund requests and chargebacks.
- You will cooperate closely with both the internal Tier 1 Customer Support department and the operations team located in the Philippines.
Benefits & Perks
- This is a remote position that operates on a schedule synced with US Eastern Time.
- This role is a six-month contract, which may be extended depending on your performance and the needs of the organization.
Note: This listing is summarized and paraphrased by WorkNow from a publicly posted role. For the original wording and full details, please refer to the employer's official posting.
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