Clinical Customer Service Representative

Work Location: Sunnyvale, CA

Pay Range: $20 - $25 per hour

Job Type: Full-Time Onsite

Our Company:

Founded in 2010, iHealth Labs is dedicated to empowering people to live healthier lives. The company is a leading provider of cloud-connected medical devices, personal health care devices, and home-based tests and is at the forefront of the digital health revolution.

In 2018, iHealth launched its Unified Care program to address the issue of managing chronic diseases. Unified Care specialists support patients at home between doctor’s appointments with remote patient monitoring (RPM) and chronic care management (CCM) to achieve better health outcomes.

In November 2021, iHealth's COVID-19 Antigen Rapid Test received Emergency Use Authorization from the U.S. Food and Drug Administration for over-the-counter sales. Since then, iHealth has become a key supplier of at-home COVID tests to the federal government, state governments, nonprofits, and individual consumers. 

iHealth Labs is a leader in digital health solutions, with a mission to revolutionize the healthcare industry by making quality health management accessible and affordable for all.

Responsibilities

• Apply technical expertise to troubleshoot and address customer concerns, delivering optimal solutions

• Answer incoming calls from patients, addressing their inquiries, and concerns, and providing information about our services

• Keep thorough records of customer interactions, process customer accounts, and file documents accurately

• Collaborate with internal teams to escalate and resolve patient issues as needed

• Follow communication scripts and guidelines to ensure consistency and compliance with established protocols

• Meet call center performance goals, including call handling times, call quality, and appointment scheduling targets
  
  

Skills 

• Tech-savvy with strong problem-solving skills

• Prominent active-listening and verbal-communication skills while being passionate about fostering interpersonal relationships with customers

• Ability to prioritize, and manage time effectively  

• Proficient in navigating computer systems and databases, such as Google Suite applications

• Self-starter with the ability to work independently and as part of a team
  
  

Qualifications

• A Bachelor's degree in Communication, Business Administration or other relevant fields is required; additional education or relevant certifications are a plus

• Proven experience in a call center or customer service role preferred

• Bilingual proficiency in English and Spanish, Mandarin, Vietnamese, or Tagalog is preferred

• Required to work on site 5 days a week at Sunnyvale Office
  
  

Benefits 

• Comprehensive training and ongoing support for professional development

• Medical, Dental, Vision, Life Insurance, and 401K
• Paid Time Off, Federal Holidays, and Leaves
• Annual Performance-Based Bonus