WellDoc, Inc.

Customer Care Representative

Job Locations US-MD-Columbia
ID
2020-1111
# of Openings
1
Category
Customer Service/Support

Overview

An Opportunity to Pioneer Innovation in Chronic Care Management

If you’ve ever wished you had a job that could make a difference in someone’s life, this is your chance to support a new approach to chronic care management.  Welldoc is pushing the industry forward – helping health plans, health systems and employers move beyond traditional health coaching and consumer mobile apps. As a pioneer in digital therapeutics, we’re helping to simplify people’s healthcare experience, drive improved self-care and support consumer empowerment.

Welldoc has two randomized clinical trials and 40+ peer-reviewed studies that clearly demonstrate the clinical impact of our solution.  Welldoc was the first to receive FDA clearance for a diabetes software solution (Class II Medical Device) and continues to drive market innovation across conditions.  In an extremely crowded space, we offer differentiated approaches while ensuring value for our clients through performance-based payments.

Join a winner!  In 2019, Welldoc’s precision, real-time feedback solution was recognized as Best Personal Health App (MedTech Breakthrough Awards) and Best Established App (Digital Diabetes Congress).  If you are passionate about driving the health care industry forward to better improve the lives of patients, members and employees, let’s talk!  

Responsibilities

The mobile health industry is one of the fastest growing sectors of healthcare, where medical devices, telecommunications, IT, and disease management intersect to deliver coordinated care and value in ways never before envisioned. As such, novel approaches will be necessary for selling and implementing BlueStar.  

 

As a Customer Care Representative – Temporary Contractor, you will apply your expertise in best-in-class Customer Care experience to support users of Welldoc’s flagship product, BlueStar. You will be expected to help the Company deliver best-in-class quality customer service to both patients and healthcare providers in a friendly and compassionate way. In this role your responsibilities in this exciting role will include:

 

  • Providing exceptional customer service support to internal and external customers; resolving any customer requests in a timely and accurate manner; escalates complaints accordingly
  • Handling outbound communications with key stakeholders (i.e. patients, care coordinators, provider representatives etc.) as necessary
  • Effectively utilizing various means of data collection, including but not limited to phone and online methods
  • Detailed documentation of notes to the designated system or platform of any inbound and outbound communications conducted
  • Identifying and reporting any product support and/or trends/delays to management
  • Working on problems of moderate scope where analysis of data requires a review of a variety of factors and exercises judgment within defined standard operating procedures to determine appropriate action
  • Performing other related duties as assigned (i.e. assisting other departments, projects etc.)

Qualifications

  • Two (2) years of experience directly related to the work to be performed; progressive responsibility preferred
  • Experience providing product technical support in a call center environment preferred
  • Ability to proficiently use Microsoft Excel, Word and Gmail
  • Ability to communicate effectively both orally and in writing
  • Ability to build productive internal/external working relationships
  • Has a basic understanding of the pharmaceutical/medical device/digital health industry
  • Strong understanding of Mobile applications and devices
  • Strong interpersonal and customer service skills
  • Strong organizational skills; attention to detail
  • Experience working in a team-oriented, collaborative, fast-paced environment
  • Must be adaptive to be comfortable in a changing organizational dynamic
  • Positive, can-do attitude

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