Senior Customer Service Specialist

Job Description

As a Senior Customer Service Specialist, you will provide frontline support to patients using the Oracle Health Patient Portal. You will use strong customer service, communication, and basic application support skills to assess, investigate, and resolve customer questions, issues, and service requests through phone, ticketing, and other electronic channels.

You will work directly with patients to understand their needs, document customer interactions and troubleshooting activities, and perform basic technical troubleshooting to resolve issues whenever possible. You will also triage and escalate unresolved or more complex issues to the appropriate teams, requiring a foundational understanding of Oracle Health applications, products, solutions, and features.

This role involves semi-routine work in a fast-paced environment and requires the ability to work both independently and collaboratively. You will be expected to follow established processes and service expectations while adhering to applicable regulatory requirements, including HIPAA, as well as Oracle Health policies, procedures, and customer-specific requirements.

Responsibilities

• Respond to Oracle Health Patient Portal inquiries through phone, ticketing, and other supported electronic channels.
• Answer and place internal and external calls using the contact center solution.
• Deliver professional, empathetic, and exceptional customer service to patients and other Oracle Health customers.
• Create, manage, and resolve customer incidents and service requests accurately and within established service timelines.
• Perform basic technical troubleshooting, including gathering relevant information, using available troubleshooting tools, reviewing or capturing log files, leveraging knowledge articles, shadowing end users, and testing workflows.
• Clearly and accurately document customer-reported issues, troubleshooting and investigation activities, actions taken, and customer interactions.
• Develop and maintain a foundational understanding of applicable Oracle Health products, solutions, features, and workflows.
• Triage customer issues and escalate unresolved or more complex issues to the appropriate team when necessary.
• Ensure appropriate internal and customer follow-up is completed within established timelines.
• Collaborate with team members and internal partners to support timely and effective issue resolution.
• Follow Oracle Health policies, procedures, customer requirements, and applicable regulatory and privacy requirements, including HIPAA.
• Contribute to team goals, service-level expectations, and customer experience objectives.
  
  

Qualifications

Career Level - OP4

About Us

Only Oracle brings together the data, infrastructure, applications, and expertise to power everything from industry innovations to life-saving care. And with AI embedded across our products and services, we help customers turn that promise into a better future for all. Discover your potential at a company leading the way in AI and cloud solutions that impact billions of lives.

True innovation starts when everyone is empowered to contribute. That's why we're committed to growing a workforce that promotes opportunities for all with competitive benefits that support our people with flexible medical, life insurance, and retirement options. We also encourage employees to give back to their communities through our volunteer programs.

We're committed to including people with disabilities at all stages of the employment process. If you require accessibility assistance or accommodation for a disability at any point, let us know by emailing [HIDDEN TEXT] or by calling [phone removed] in the United States.

Oracle is an Equal Employment Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, disability and protected veterans status, or any other characteristic protected by law. Oracle will consider for employment qualified applicants with arrest and conviction records pursuant to applicable law.