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Digital Customer Service Representative(Contact Center) Location: US-PA-Philadelphia Jobcode: u9uf8q Email Job
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Full job description
Description
Penn Medicine is dedicated to our tripartite mission of providing the highest level of care to patients, conducting innovative research, and educating future leaders in the field of medicine. Working for this leading academic medical center means collaboration with top clinical, technical and business professionals across all disciplines.
Today at Penn Medicine, someone will make a breakthrough. Someone will heal a heart, deliver hopeful news, and give comfort and reassurance. Our employees shape our future each day. Are you living your life's work?
Penn Medicine is dedicated to the tripartite mission of providing the highest level of care to patients, conducting innovative research, and educating future leaders in the field of medicine. The Digital Customer Service Representative (CSR) role supports the Penn Medicine goal of enhancing the Penn Medicine online reputation and demonstrating service excellence and commitment to enhancing the Patient Experience. Reporting to the Associate Executive Director, Contact Center, the position works closely with Marketing's Digital Team in two main areas: (1) prompting patients, via text, email, or outbound call to participate in digital third-party post-service reviews and (2) assisting in monitoring and responding in a timely manner to positive/negative reviews posted by patients on Google My Business, Yelp, and other social media and review platforms.
Outreach to Patients
The Digital Customer Service Representative will utilize relevant media/systems and standardized, pre-defined talking points to elicit patient participation in completing third party reviews. As defined by media, the role will follow a documented timeframe and consistent process for tracking and follow-up.
Monitoring and Responding to Digital Postings
As assigned, the Digital Customer Service Coordinator will employ digital tools to respond to both positive and negative postings. They will monitor and identify reviews that can be handled with pre-scripted generic responses or escalated to the Digital Customer Service Coordinator for resolution with the appropriate service line.
The Digital Customer Service Representative must have a working knowledge of social media and review platforms (e. g. Google My Business, Yelp, Twitter). They must exhibit solid written and verbal communication skills, the ability to build and maintain relationships, and a collaborative spirit in working with relevant Penn Medicine cross-functional teams. The position requires problem solving and analytical skills with a keen eye to details. All tasks require strong and meticulous attention to detail and the ability to work with a sense of urgency under specified deadlines. A team-focused spirit, flexibility, and the ability to quickly shift priorities are a must.
The position must exemplify Penn Medicine Core Values and exhibit solid Customer Service/Client Services skills, a patient centric attitude, and the ability to think critically and quickly.
Accountabilities Outreach to Patients Uses assigned media to prompt Penn Medicine patients to complete a digital post-service third-party review if they have not already done so. Uses text, email, or outbound call to patients that have not completed a post-service review. Employs standardized and pre-determined templates/text, talking points, processes, etc. Monitoring and Responding to Digital Postings Assists the Digital Customer Service Coordinator to monitor and respond to positive/negative third-party reviews posted by patients on Google My Business, Yelp, and other social media and review platforms. Supports systematic responses to complaints, requests, compliments, and questions made through social media and other online review platforms. Effectively employs social media and review management tools (e.g., Yext, Sprinklr), templates, talking points, and language set forth by the Digital Team or by specific Service Lines to address customer digital responses. Utilizes both generic and specific Service Line tasks flows/protocols, as appropriate. For operational issues (e.g., wait times, parking, traffic) employs a generic response. Uses appropriate and approved language (e.g., for Google reviews) for negative reviews to help take the conversation offline and minimize the amount of comments and responses posted publicly. Provides Service Recovery in a timely manner by notifying the Digital Team of negative comments, or when assigned, notifying the Service Line. Communicates process issues to the Associate Executive Director and the Digital Team for appropriate action, risk mitigation, and resolution. Demonstrates flexibility in navigating the contexts of different relationships with different Service Lines/departments. Additional Accountabilities Performs duties in accordance with Penn Medicine and entity values, policies, and procedures. Recommends improvement to work processes, Customer Service, etc., as relevant and appropriate. Works as scheduled; demonstrates regular, consistent, and punctual attendance. Follows Penn Medicine policy requirements for time-off requests. As appropriate, attends and participates in regularly scheduled operational meetings. As trained, performs assigned Marketing Contact Center duties (e.g., outbound calls related to campaigns or web requests, Chat functions). CUSTOMER SERVICE/HUMAN QUALITIES Maintains a strong patient-/customer-centric focus; supports the delivery of high quality service. Displays human qualities related to empathy, compassion, kindness, and patience in all interactions. Collaborates willingly with management and co-workers; maintains a positive and optimistic outlook. Makes good and timely decisions based on a mixture of analysis, wisdom, experience, and judgment. COMMUNICATION Displays effective professional writing and oral communication skills; possesses a courteous manner at all times. Manages all interactions by using appropriate titles, scripts/talking points (as appropriate). Presents ideas and information in ways that others can easily understand. Performs duties in accordance with Penn Medicine and entity values, policies, and procedures Other duties as assigned to support the unit, department, entity, and health system organization
Minimum Requirements Required Education and Experience H.S. Diploma/GED is required 1+ years Experience in writing and editing for the web/social media outlets. Internet savvy with experience in navigation among multiple platforms along with a working understanding/knowledge of Google My Business and other social media applications (e.g. Facebook, Yelp) is required. 1+ years Solid Customer Service experience is required. 0-1 years Experience in building and maintaining cross-functional relationships with varied departments within an organization is required. Marketing/up-sell experience Previous experience within Penn Medicine or experience/knowledge of Healthcare organizations and academic medical centers Experience in working within a virtual setting (Work from Home) Required Skills and Abilities Must have excellent organizational skills and meticulous attention to detail Must be able to work with social media templates and follow specific Service Line tasks flows/protocols Must possess solid oral and written communication skills and ability to communicate clearly and concisely Must have solid time management skills and ability to adhere to deadlines in a fast-faced environment Must exercise critical thinking and good judgment Ability to work quickly and independently while making accurate decisions Ability to read, understand, and follow verbal and written instructions Ability to prioritize tasks and work independently within established procedures Ability to maintain a professional demeanor at all times Must be able to build and maintain relationships and possess a collaborative spirit in working with others Must be a team player with an optimistic and positive professional presence We believe that the best care for our patients starts with the best care for our employees. Our employee benefits programs help our employees get healthy and stay healthy. We offer a comprehensive compensation and benefits program that includes one of the finest prepaid tuition assistance programs in the region. Penn Medicine employees are actively engaged and committed to our mission. Together we will continue to make medical advances that help people live longer, healthier lives.
Live Your Life's Work We are an Equal Opportunity and Affirmative Action employer. Candidates are considered for employment without regard to race, ethnicity, color, sex, sexual orientation, gender identity, religion, national origin, ancestry, age, disability, marital status, familial status, genetic information, domestic or sexual violence victim status, citizenship status, military status, status as a protected veteran or any other status protected by applicable law.
Penn Medicine
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