Senior Customer Service Specialist

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.