Healthcare Providers Outreach Support Representative

Your Quest: Help make a big difference in healthcare access

At Quest Analytics our team members can fulfill their quest to work in an innovative, collaborative, challenging and flexible environment supportive of personal growth every day. The team is driven to make healthcare more accessible for all Americans.

We are seeking a dedicated and customer-focused Outreach Support Representative to join our team. The Outreach Support Representative will play a pivotal role in providing exceptional support to healthcare practices and practitioners utilizing our Outreach services. The primary responsibility of this role is to handle incoming calls, emails, and inquiries, and to ensure the successful triage, escalation, and resolution of issues related to Outreach, sponsorship, data updates, exclusions, and the provider portal. #LI-Remote

What you'll do:

• Serve as the primary point of contact for healthcare practices and practitioners, addressing inquiries, issues, and concerns via phone, emails, and the Salesforce Service Console
• Assign appropriate case details and use email Macros to efficiently respond to inquiries
• Triage and escalate cases, opening investigative tickets and ensuring timely resolution
• Update data using Quest Analytics Portal, adhering to data governance policies
• Provide expert assistance for portal end-user data validation
• Identify opportunities for portal improvements and communicate insights to internal teams
• Manage cases requiring data merges and splits per established procedures
• Develop and implement macros and email templates in Salesforce as needed
• Participate in internal application User Acceptance Testing for new features
• Represent Quest Analytics positively in all interactions
• Engage in training and mentoring programs as required
• Uphold Quest Analytics Values and contribute to a positive company culture
• Perform additional duties assigned by the supervisor

What it requires:

• Bachelor's degree in Business or related field preferred
• Minimum of 2 years of Call Center Customer Support experience with health insurance, healthcare data management, or healthcare software company
• 2 or more years of work experience with Microsoft Office (Word, Excel, Outlook, PowerPoint, etc.).
• Knowledge of Salesforce Service Center and Talkdesk/Zoom contact center is a plus
• Ability to work with healthcare practice office staff and healthcare practitioners to understand needs and identify appropriate solutions
• Superior communication, interpersonal, and telephone skills
• Exceptional ability to prioritize multiple demands in a fast-paced and dynamic environment
• Excellent troubleshooting, listening, and problem-solving skills
• Customer-focused with a positive attitude
• Strong team player who thrives in a collaborative environment