Customer Service Rep

Website Pack Health

Pack Health is a digital health coaching platform for chronic disease management. We partner members with their
own personal Health Advisor, who provides weekly coaching sessions and personalized follow-up online and over
the phone. In addition to being a virtual partner in problem-solving, advisors share videos, activities, and
resources to support the member’s specific health needs. We are a fast-paced work environment, with ample
opportunities for growth. We work hard, have fun, and love what we do. We value employees who want to make
work a great place for great people, thrive in working as a part of a team, continually deliver an exceptional
experience, and have a drive to improve the wellbeing of others.


Member Success Representative (MSR)- Customer Service Rep

 

Position Purpose:
Pack Health is seeking a customer service representative (Bilingual – Spanish, a plus) whose primary
responsibility is to engage directly with potential members and members to answer questions, solve
member issues, and provide a great member experience through a telephony experience. Member
Success Representatives collaborate with members, health care providers, Health Advisors,
Operations staff, and other resources to ensure our members have what they need to have a
successful engagement with Pack Health. This is a unique position that requires a problem-solving
nature, empathy for members, attention to detail and an organized mind. In addition, This is a role for
someone who likes to take ownership, enjoys working in a quickly changing environment, has a
great eye for detail, and is energized by making people’s lives easier and more productive.

Job Responsibilities:

  • Provides an empathetic inbound call support experience by answering safety questions,
    verifying information, locating resources, providing medication administration support,
    reporting Adverse Events, and offering health coaching to eligible members.
  • Interfaces with member profile and data within Genesys and Salesforce
  • Maintains and improves quality results by adhering to standards and guidelines;
  • Determines eligibility by comparing member information to requirements.
  • Identify and solve barriers to help an individual caller.
  • Updates job knowledge by studying new product descriptions; participating in educational
    opportunities.
  • Maintains communication about equipment by reporting problems.
  • Recommends improved procedures and process optimizations
  • Monitors data reported directly by members.
  • Use KPIs to assess work performance.
  • Assists in various projects throughout the company.

Position Requirements:

  • Bachelor’s degree in an allied healthcare related field, preferred – and/or –
  • Previous Call Center or related telephony experience
  • Working knowledge of healthcare systems
  • Experience with patient communication in healthcare setting
  • Familiarity with Google suite and Window products
  • Regular attendance and consistent reporting
  • Working knowledge of Microsoft Word, Excel, Google Products, and Outlook
  • Clear use of English language in written and oral communications
  • Ability to multitask, meet deadlines and tend to large amounts of detail
  • Excellent teamwork skills
  • Excellent problem-solving capabilities
  • Hunger to learn and improve through professional development, continuing education
    opportunities, and national health coach training
  • Ownership mentality
  • Immigration or work visa sponsorship will not be provided
  • Must be proficient in the Spanish language; both speaking and writing skills (if applicable)
  • Proficiency based on Language Fluency test

At Pack Health we provide competitive compensation along with a comprehensive benefits package. Pack
Health’s culture has been described by its employees as collaborative, exciting, relaxed and creative”.
At Pack Health we strive to build upon that culture by providing employees with outstanding perks such as free
snacks, monthly company events, and professional development opportunities. Pack health has a “Comfortable
work environment where people can be themselves and work in a life-changing industry. We help people change
their lives, and we have fun doing it.” – Current Pack Health Employee

How to Apply:
Quest Diagnostics Careers: Customer Service Rep- Pack Health Birmingham, AL

To apply for this job please visit careers.questdiagnostics.com.