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Communication Specialist    

Junior Web Developer

Technical Support Specialist 

Communication Specialist

Position Overview

A Communication Specialist acts as the voice and face of the company when interacting with callers. Their duties include being positive and upbeat, answering customer questions, resolving individual problems, handling complaints and other transactions. Shifts can vary greatly depending on business needs. The Communications Specialist is expected to work with their direct manager to set personal goals and discuss specific duties. Specialist must learn an in-depth knowledge of all the company’s clients and services; they also must be up to date on changes within the company.

Communication Specialist must be able to meet company standards for calls in areas such as quality, volume and accuracy. This position also requires excellent interpersonal skills, as a specialist will be required to interact with many different types of people. In this role, you will serve as the first point of contact for our customers and patients delivering outstanding customer service through building strong rapport and providing appropriate solutions. The focus is primarily on answering a variety of inbound calls; identify and resolve caller needs by using strong judgment and vocabulary skills while providing accurate information.

Essential Job Functions (Tasks, duties and responsibilities most important)

Integrity:

  • Ability to follow and abide by all policies and procedures.
  • Follow all regulations including HIPAA.

Accountability:

  • Document outcomes and steps taken during dialogue.
  • Update account databases as required.
  • Respond efficiently and accurately, capturing messages following all proper procedures.
  • Meet personal/team qualitative and quantitative targets and goals.

Customer Focus:

  • Respond to callers in an upbeat, positive and professional manner that exceeds expectations.
  • Managing large amounts of inbound calls in a timely manner.
  • Delivery empathy; allowing the caller to be heard and understood.
  • Build relationships with caller by taking the extra mile, creating a positive experience for each caller.

Continuous Improvement:

  • Ability to navigate in several programs and screens.
  • Meet, exceed and consistently maintain company standards and expectations.
  • Recommend improvements in procedures and/or guidelines.

Effective Communication:

  • Communicate using an affirming and energetic vocabulary with customers by telephone to provide information, take messages, answer questions and handle complaints.
  • Engage in active listening with callers, confirming or clarifying information and diffusing upset callers as needed.
  • Demonstrate excellent written and verbal skills.

Collaboration:

  • Resolve conflicts/escalations to ensure satisfaction.
  • Share best practices with coworkers
  • Taking part in training and other learning opportunities to expand knowledge of company and position.

Requirements

  • Customer service experience, minimum one year with same employer
  • Ability to make strong judgment decisions
  • Professional, upbeat and positive telephone etiquette
  • Detail-oriented and ability to work under pressure and multi-task
  • Excellent written and verbal communication
  • Adhere to HIPAA guidelines
  • Computer knowledge, with ability to type 30 words per minute or greater
  • High School Diploma or GED equivalent, some college preferred

Preferences and Important Notes

  • Knowledge of medical terminology and procedures preferred
  • Basic knowledge Microsoft Excel preferred

Junior Web Developer

Position Overview

The Junior Web Developer is responsible to ensure development and maintenance of web sites, web services, databases, and other technical resources as needed. The right individual for this role will be motivated and energetic developer, who takes initiative, enjoys finding solutions to a varying number of challenges, is detail-oriented, creative and takes extreme pride in their work.

Essential Job Functions

  • Development of software and web applications, including new programs, enhancements, and modifications
  • Assist with the integration, documentation and launch of new product offerings
  • Assist as necessary with user acceptance testing and reporting systems as development is completed, before production roll out
  • Communication to team and management on project development, timelines, and results
  • Work closely with other team members to meet goals
  • Strong communication skills
  • Passion for programming, customer service and customer service interaction
  • Outstanding ability to think creatively, and identify and resolve problems
  • Attention to detail and the ability to effectively multi-task
  • Ability to clearly and effectively articulate thoughts and points
  • High levels of integrity, autonomy, and self-motivation
  • Excellent organizational , project management and time management skills
  • Other tasks as needed for successful project completion

Requirements

  • 1 year web development experience
  • Basic PHP knowledge
  • MySQL/SQL preferred but not required
  • Proficient JavaScript
  • Proficient in jQuery
  • Proficient in Bootstrap
  • Proficient in HTML5/CSS3
  • Ability to execute on your own and as part of a team
  • Adhere to HIPAA guidelines
  • Flexible hours Monday-Friday and weekends as business needs require

Other Skills/Abilities

  • Strong work ethic and self-starter, able to adapt to change within a fast-paced business environment
  • Must possesses a professional and friendly attitude and be able to quickly develop a rapport with team members
  • Strong critical thinking skills
  • Android/iOS development experience
  • Web service protocols (SOAP, REST, WSDL, JSON) experience

Technical Support Specialist

Position Overview

The Technical Support Specialist is responsible to ensure proper computer operations so that end users can accomplish organizational tasks. This includes receiving, prioritizing, documenting and actively resolving end user help requests. Problem resolution may involve the use of diagnostic and help request tracking tools, as well as require that the individual give hands-on help at the desktop level.

Essential Job Functions

  • Oversee the daily performance of computer systems
  • Answers user inquiries regarding computer software or hardware operation to resolve problems
  • Identify and learn appropriate software and hardware used and supported by the organization
  • Enter commands and observe functioning of system to verify correct operations and detect errors
  • Perform hands-on-fixes at the desktop level, including installing and upgrading software, implementing file backups, and configuring systems and applications
  • Set up equipment for team members use, performing or ensuring proper installation of cables, operating systems, or appropriate software
  • Install and perform minor repairs to hardware, software following design or installation specifications
  • Record, track, and document the help desk request problem-solving process, including all successful and unsuccessful decisions made, and actions taken, through to the final resolution
  • Apply diagnostic utilities to aid in troubleshooting
  • Evaluate documented resolutions and analyze trends for ways to prevent future problems
  • Other duties as assigned.

Requirements

  • High School diploma or equivalent and/or 1 year work experience in related field; supporting windows 7
  • Experience troubleshooting hardware issues and installing software, patches and updates
  • Experience troubleshooting network, software and printing problems
  • Knowledge of basic computer hardware
  • Experience with desktop support, Microsoft operating systems, WSUS and Active Directory
  • Excellent interpersonal, written and oral communication skills.
  • Detailed oriented.
  • Ability to multi-task.
  • Adhere to HIPAA guidelines.
  • Flexible hours Monday-Friday and weekends as business needs require

Other Skills/Abilities

  • Strong work ethic and self-starter, able to adapt to change within a fast-paced business environment
  • Must possesses a professional and friendly attitude and be able to quickly develop a rapport with team members
  • Strong critical thinking skills
  • Basic knowledge of object oriented programming