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