Teladoc Health is the global virtual care leader, offering comprehensive virtual care solutions spanning virtual care including primary, mental health, expert medical, devices and licensed platform services. Teladoc Health serves the world's leading insurers, employers, and health systems and helps millions of people around the world resolve their healthcare needs with confidence. Serving over 9 million Canadians, Teladoc Health has been in Canada for more than 20 years and operates in 175 countries world-wide.

Position Summary:

The Tier 1 Patient and Member Support Representative plays a critical role in providing outstanding customer service to patients and members within a call center environment. This position involves managing inbound calls, emails, and chats to address inquiries, resolve issues, coordinate queues, and provide information about Teladoc Health services. The representative ensures high customer satisfaction by addressing concerns professionally and efficiently, while occasionally handling crisis situations.

Roles and Responsibilities:

Customer Support

• Respond to inbound calls, emails, and chats from patients and members, ensuring accurate and timely information is provided.
• Assist with inquiries related to Teladoc Health services, such as appointment scheduling, registration, eligibility checks, account management, and general support.
• Demonstrate a thorough understanding of Teladoc Health services and provide program-specific information.
• Direct patients and members to the appropriate teams when necessary.
• Relay messages from healthcare facilities to the appropriate team members.
• Act as the first point of contact for patients and members, ensuring exceptional and empathetic interactions.
• Represent Teladoc Health professionally with a patient- and member-focused approach.

Issue Resolution

• Efficiently resolve issues and complaints, escalating complex cases to Tier 2 support or supervisors as required.
• Provide first-level technical troubleshooting for the Teladoc app, escalating unresolved issues.
• Handle crisis calls when necessary with professionalism and care.

Documentation and Compliance

• Maintain accurate records of all interactions in customer relationship management (CRM) systems and electronic medical records (EMR).
• Navigate multiple internal systems to provide high-quality support.
• Document key information on patient and member accounts clearly and concisely.
• Follow all company policies and procedures to ensure compliance with regulatory and quality standards.

Collaboration and Development

• Work closely with team members and other departments to ensure seamless service delivery.
• Participate in ongoing training and development to stay informed about Teladoc Health services and best practices.

Performance Metrics

• Consistently meet or exceed performance goals, including response time, resolution time, and customer satisfaction.

Other Duties as Assigned

• Perform additional tasks and responsibilities as directed by the supervisor to support the department's objectives.

Salary Range: $40,000 to $50,000/year.

Position Type: Backfill

Supervisory Responsibility: No

Travel: N/A

Work Environment: Remote - This role requires full flexibility for availability between Monday to Sunday, with all types of shifts (hours will vary) including day s