Massachusetts Veterans Jobs

MassHire JobQuest Logo

Job Information

Children's Hospital Boston Digital Health Customer Support Representative II in Boston, Massachusetts

62307BRTitle:Digital Health Customer Support Representative IIDepartment:Innovation and Digital Health AcceleratorAutoReqId:62307BRStatus:Full-TimeStandard Hours per Week:40 Job Category:Information TechnologyJob Posting Description:The Digital Health Customer Support Representative II will be responsible for:

  • Providing daily phone and email support to patients, families and technical/administrative staff for select Digital Health technologies.

  • Providing technical advice, problem solving assistance and answers questions; triages and refers to appropriate technical/administrative staff when unable to resolve or respond.

  • Liaison between the Practice Liaison Program, Information Services, clinical departments, digital health teams and leadership to resolve technical and functional issues and answer questions.

  • Remaining current on all new digital health tools as well as enhancements to features and functionality for existing solutions.

  • Assisting with training of new and existing Digital Health Customer Service Representative I(s) on the Digital Health technologies, functionality, policies and processes, as well as on all department processes.

  • Assisting team with creating/maintaining user guides, training materials, and promotional literature.

  • Assisting team with the implementation/deployment of new tools, features, and functionality including documenting workflows, end user requirements and testing protocols as well as performing testing and deployment activities.

  • Preparing periodic technology and user support reports on digital health support activities, progress and status for management.

  • Serving as the point person in the absence of supervisor for problem identification and resolution, as well as notifying manager when confronted with difficult and/or unpredictable situations with patients, families and team members.

In order to qualify you must have:

  • 18 months’ experience as a Digital Health Customer Service Representative I OR 3 years of related experience (i.e., customer service experience, preferably in a technology help desk setting).

  • Strong verbal and written communication skills.

  • Basic computer navigation and keyboarding skills, including ability to multi-task and navigate between multiple systems.

  • Strong and accurate data entry.

Boston Children’s Hospital offers competitive compensation and unmatched benefits, including a rotating days/evenings and week-end schedule, affordable health, vision and dental insurance, generous levels of time off, 403(b) Retirement Savings plan, Pension, Tuition Reimbursement, cell phone plan discounts and discounted rates on T-passes (50% off). Discover your best.

Office/Site Location:BostonRegular, Temporary, Per Diem:Regular