Customer Care Specialist

WebMD Ignite, a division of WebMD, is committed to supporting patients and caregivers from discovery to recovery. As prospective patients start their health care search, we're there with customized marketing and ongoing personalized health education. Our highly engaging content is also used at the point of care, accessible on health system televisions and via patient's own devices. Our content's depth and thoughtfulness drive deeper patient understanding and engagement for health improvement. Additionally, our integration technologies such as Krames On FHIR and direct-to-patient messaging capabilities integrate seamlessly into the clinical workflow to deliver the right resources at the right time, freeing up clinicians to focus on what they do best care for patients.

WebMD is an Equal Opportunity/Affirmative Action employer and does not discriminate on the basis of race, ancestry, color, religion, sex, gender, age, marital status, sexual orientation, gender identity, national origin, medical condition, disability, veterans status, or any other basis protected by law.

Position Overview:

The Customer Care Support Specialist to performs a wide variety of customer-centric tasks in support of our health media subscribers. This position is in our Account Management Department which focuses on the quality delivery of our health media channels into approximately 2,000 hospitals and ensuring customer needs and issues are addressed in a timely and effective manner. Patients and end users access our content via televisions in patient rooms, on their smart phones and internet-connected devices, or by using hospital-owned tablets. The position requires exceptional customer service and communication skills, strong focus on details, and the ability to work in a fast-paced work environment. This is a full-time position.

Position Responsibilities:

• Efficiently resolve inquiries or forward to the correct department or person
• Ability to take ownership of each inquiry assuring it is resolved to the complete satisfaction of the customer
• Schedule and complete utilization training over the phone
• Partner with Account Management to support renewal and upsell processes.
• Update and maintain accurate customer information in our database
• Proactively reach out to customers by telephone to verify and maintain database integrity
• Perform service verifications by calling current customers
• Process contracts and ensure customer-specific requirements are routed to the appropriate internal departments
• Perform other duties as assigned

• Is proactive, detail-oriented and very customer focused
• Possesses outstanding interpersonal skills, including well-polished telephone etiquette, and outstanding writing skills.
• Ability to utilize a logical approach to assist customers and determine how to effectively and efficiently support their requests
• Ability to maintain information in a "real-time" manner within a live database
• Is very organized and can quickly prioritize tasks
• Is energetic and friendly
• Can multitask, and successfully function within a team setting.
• Is proficient in Microsoft Office, e-mail and common, computer-based tools
• Has above average typing skills

• Customer support experience.
• Health media experience or knowledge
• Realtime and accurate data entry experience