Rep II, DigitalHealth CustSvc

Position Summary: 
Leads and performs administrative functions requiring knowledge of select Digital Health technologies, policies and processes. Provides email and telephone support to patients and families, as well as BCH staff on matters involving select Digital Health technologies. Triages and routes support requests to appropriate teams and escalates issues as needed. Establishes strong relationships with patients and families, the Practice Liaison Program, Information Services and the digital health teams. Performs administrative duties supporting the daily workflow of the Practice Liaison Program while communicating effectively and promoting teamwork. Leads and performs administrative functions requiring in depth knowledge of the select Digital Health technologies, policies and processes. Assists with staff training on Digital Health technologies. Assists Digital Health teams with the rollout of new features and functionality.

Key Responsibilities:  

• Provides daily phone and email support to patients, families and technical/administrative staff for select Digital Health technologies.
• Provides technical advice, problem solving assistance and answers questions; triages and refers to appropriate technical/administrative staff when unable to resolve or respond.
• Liaison between the Practice Liaison Program, Information Services, clinical departments, digital health teams and leadership to resolve technical and functional issues and answer questions.
• Remains current on all new digital health tools as well as enhancements to features and functionality for existing solutions.
• Assists with training of new and existing Digital Health Customer Service Representative I(s) on the Digital Health technologies, functionality, policies and processes, as well as on all department processes.
• Assists team with creating/maintaining user guides, training materials, and promotional literature.Assists team with the implementation/deployment of new tools, features, and functionality including documenting workflows, end user requirements and testing protocols as well as performing testing and deployment activities.
• May prepare periodic technology and user support reports on digital health support activities, progress and status for management.
•  Serves as the point person in the absence of supervisor for problem identification and resolution, as well as notifying manager when confronted with difficult and/or unpredictable situations with patients, families and team members

Education Required:

• High School / GED

Education Preferred:

• Associate’s degree

Experience Required:

• 18 months’ experience as a Digital Health Customer Service Representative I OR 3 years of related experience (i.e., customer service experience, preferably in a technology help desk setting).