Software EnggImplementation (French)
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Job Location:
Monthly Salary:
Posted on:
6 hours ago
Vacancies:
1 Vacancy
Job Summary
This role serves as the first point of contact for patients requiring support before or during their virtual appointments and works closely with clinical and technical teams to resolve problems efficiently.
Key Responsibilities:
Patient & Client Support & Communication
- Answer inbound calls messages and emails from patients regarding virtual visit issues.
- Provide real-time assistance via phone chat email or messaging in French and English.
- Provide clear empathetic and patient-friendly guidance to resolve technical barriers (e.g. login problems audio/video issues app navigation).
- Walk patients step-by-step through device setup (camera microphone app updates browser settings etc.)
- Provider assistance to provider with similar technical issues.
- Working in user profile changes password reset issues for the client.
Technical Troubleshooting
- Identify and resolve common technical problems with virtual visit platform
- Document troubleshooting steps and escalate unresolved issues to the technical support or IT team.
Operational Support
- Notify clinical teams of delays or disruptions that may impact the patients visit.
- Document all patient interactions and resolutions accurately in the appropriate systems.
- Monitor and follow up on open cases until resolved.
Compliance & Quality
- Maintain strict compliance with HIPAA and organizational privacy policies.
- Provide service with a high degree of professionalism empathy and cultural sensitivity.
Qualifications :
Required
- High school diploma or equivalent (GED).
- Fluency in French (C1/C2) and strong proficiency in English.
- 12 years of experience in customer service patient support call center or healthcare environment.
- Ability to troubleshoot basic technical issues on mobile devices tablets and computers.
- Strong communication skillsboth verbal and written.
- Ability to remain patient calm and solution-oriented during challenging interactions.
Skills & Competencies
- Excellent problem-solving and critical thinking skills.
- Strong customer service orientation with an emphasis on empathy.
- Ability to multitask in a fast-paced environment.
- Attention to detail and accurate documentation skills.
- Basic understanding of telehealth processes
Additional Information :
All your information will be kept confidential according to EEO guidelines.
US shift
Remote Work :
Yes
Employment Type :
Full-time
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About Company
Sutherland is seeking an organized and reliable person to join us as Admin Specialist. We are a group of driven and supportive individuals. If you are looking to build a fulfilling career and are confident you have the skills and experience to help us succeed, we want to work with you ... View more
