Provider Support Agent

This is a fully remote position, open to applicants in United States.

📋 Description

• Engage with business partners/providers and their staff through phone, email, and chat.

• Provide information, address issues or concerns directly, and ensure adherence to procedures and policies.

• Comprehend the unique integrations and configurations of business partners with HFD.

• Familiarize yourself with products, services, and Provider Support processes prior to interactions.

• Adhere to standard operating procedures while reaching out to business partners and respond promptly to inquiries and needs.

• Analyze data and assess outcomes to choose solutions and resolve issues.

• Troubleshoot account origination problems for business partners and customers.

• Manage tasks, emails, correspondence, and research in accordance with SLA and compliance standards.

• Identify trends and escalate concerns to the Team Lead.

• Stay updated on B2B/Provider Support policies and procedures.

• Ensure work is accurate, complete, and timely in line with SOP guidelines.

• Provide weekly reports to the Team Lead on achievements, areas for improvement, performance objectives, and system efficiency.

• Undertake additional responsibilities as required.

⛳️ Requirements

• Relevant work experience and/or customer service background.

• Exceptional communication, interpersonal, and problem-solving abilities.

• Strong attention to detail and a self-motivated attitude.

• Proficiency in Microsoft Office applications.

• Availability to work weekends; candidates must be prepared for full weekend shifts.

• Work hours will be aligned with PST.

• Bilingual proficiency in English and Spanish is preferred; strong verbal and written communication skills in both languages are crucial.

🏝️ Benefits

• Medical, Dental, Vision Insurance.

• 401k plan with a 4% company match.

• 10 days of paid time off (PTO).

• 6 days of paid sick leave.

• 6 paid holidays.

• 1 floating federal holiday.

• An enriching EPIC company culture.

• Shift differentials for evening, night, and weekend hours.