Clinical Agent I

Pivot Point Consulting enables healthcare organizations to realize the most value from their technology and resources through Managed Services, Data & Analytics, EHR, ERP, Advisory, Virtual Care and Cybersecurity services. Its award-winning industry experts deliver Consulting, Managed Services and Talent Solutions to providers, payers, life sciences and technology organizations. 

The firm is currently ranked #1 Best in KLAS: Managed IT Services and has been repeatedly recognized as a top performer by KLAS in multiple categories, including #2 Best in KLAS: Partial IT Outsourcing (renamed Managed IT Services in 2023) and Best in KLAS: Overall IT Services Firm in 2022 and #1 Best in KLAS: Overall IT Services Firm in 2020. For more information, visit pivotpointconsulting.com.     

Description: 

The Level 1 Call Center Agent will be responsible to support customers from our 24x7 call center. This person must provide exceptional call center support. Customer Service and Communication skills are a must and critical to the success of this role. 

Pivot Point Consulting Values:  

The duties and responsibilities below are expected to be performed while observing the following Pivot Point Consulting Core Tenets:  

• A Team First Approach, supported by the core tenets; be proud to wear the jersey, stay team focused and assume positive intent. 
• Self-Awareness, supported by the core tenets; outlaws welcome, stay coachable and be comfortable with healthy conflict.  
• Solutions Oriented, supported by the core tenets; be entrepreneurial, be electable, and fix the problem not the blame.  
• Grit, supported by; work hard stay free and play ‘til the whistle.  
• Communication: Communication is king. At PPC, we phone first.  
• Trust: Building genuine relationships is critical to our success.
• Quality: We strive for excellence in all we do.
• Happyology: It makes the world go round. 
• Think: We are thought leaders. 

 

Duties and Responsibilities:  

• Ticket/Issue Escalations for assigned call center 
• Accurately process and record call transactions using a computer and designated tracking software 
• Assist with last minute coverage needs 
• Review customer’s information and determine the issue by evaluating and analyzing the symptoms 
• Deliver service and support to end-users, including via remote connection or over the Internet
• Research required information using available resources
• Follow standard processes and procedures
• Follow up and make scheduled call backs to customers where necessary
• Stay current with email, team chats, system information, changes, and updates
• Follows proper escalation procedures as defined by management
• Ensure customers receive prompt, accurate and courteous service 

Supervision Responsibilities: No 

Travel: No 

Competencies: 

• Oral Communication: Speaks in a clear, concise, and confident manner.  
• Listening Skills: Attentively listens to understand and interpret what is being said. 
• Judgement: Forms reasonable interpretations about relationships and situations that affect actions. Develops objective opinions.  
• Marketing: Interprets, delivers, and communicates value to appropriate target audience. 
• Emotional Intelligence: Maintains a high level of self-awareness and the ability to appropriately identify, manage, and respond to the emotions of self and others.
• Written Communication: Develops written communication that is clear, concise, grammatical, and influential.
• Adaptability: Responds to changes, delays, or unexpected events in a positive manner; Adapts working style to best fit a given situation. 
• Leadership: Self-directed with an innate drive to succeed; Accepts feedback with a desire for continuous improvement. Ethical. 
• Relationship Building: Builds, develops, and maintains strong relationships with others while building trust and connection. 
• Social Confidence: Exhibits self-confidence in social settings and when dealing with others. 

Qualifications:  

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements below represent the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.  

Education/Experience:  

• 1-2 years of experience in the Information Technology and/or Call Center field preferred 
• 2-year Associates degree or equivalent experience is desired.