Associate Customer Service Center Analyst - Patient Portal

Do you want to work at one of the Top 100 Hospitals in the nation We are guided by our values of Love and Excellence and are passionate about delivering health not just health care. Come join us at ChristianaCare!

ChristianaCare with Hospitals in Wilmington and Newark DE as well as Elkton MD is one of the largest health care providers in the Mid-Atlantic Region. Named one of Americas Best Hospitals by U.S. News & World Report we have an excess of 1100 beds between our hospitals and are committed to providing the best patient care in the region. We are proud to that Christiana Hospital Wilmington Hospital our Ambulatory Services and HomeHealth have all received ANCC Magnet Recognition.

ChristianaCare Offers:

• Medical Dental Vision Life Insurance etc.
• Two retirement planning offerings including 403(b) with company contributions.
• Generous paid time off with annual roll-over and opportunities to cash out.
• 12-week paid parental leave
• Tuition assistance
• Incredible Work/Life benefits including annual membership to access to backup care services for dependents through retirement planning services financial coaching fitness and wellness reimbursement and great discounts through several vendors for hotels rental cars theme parks shows sporting events movie tickets and much more!

PRIMARY FUNCTIONS:

Provides customer service support for patients utilizing the patient portal including answering questions account issues and basic technical troubleshooting of application on patients devices. Must maintain a high level of quality on a consistent basis ensuring all details of requests are met within defined service level agreement for the patient portal while demonstrating Christiana Cares values of Excellence and Love. Works across health disciplines hospital departments and the health care continuum to promote optimal patient/family relations. Contributes to overall patient satisfaction by maintaining positive relationships and providing patients and visitors with the best experience possible.

PRINCIPLE DUTIES AND RESPONSIBILITIES:

• Consistently adheres to defined Patient Portal processes and procedures
• Effectively manages time to attend to the intake queues to minimize wait time and response time for the customer.
• Records tracks and reports on all patient requests through to completion within defined service level agreement for the patient portal.
• Escalates issues to respective parties as warranted; these issues may include security availability and/or content issues.
• Provide support and education to business partners to enforce portal utilization and registration
• Uses standard operating procedures to resolve or escalate incidents and service requests
  • Engage knowledge management process to create or update knowledge articles
  • Review create/update knowledge articles to support patient portal issues

• Identifies and pursues opportunities to improve customer satisfaction
• Regular and reliable attendance is an essential function of the position
  • Shift to be determined based on the need and/or vacancy
  • Ability and willingness to cover off hour shifts as needed including weekends and holidays to ensure appropriate support to patients as needed

EDUCATION AND EXPERIENCE REQUIREMENTS:

• Bachelors degree or commensurate experience in a discipline related to information technology and end-user support.
• Demonstrated from past work experiences the breadth and depth of knowledge to support patients and consumers remotely.
• Minimum of 3 - 4 years of IT Service Desk or customer facing IT Support experience

Christiana Care Health System is an equal opportunity employer firmly committed to prohibiting discrimination whose staff is reflective of its community and considers qualified applicants for open positions without regard to race color sex religion national origin sexual orientation genetic information gender identity or expression age veteran status disability pregnancy citizenship status or any other characteristic protected under applicable federal state or local law.