CX Support Specialist (Remote)

San Francisco, CA

Primary.Health is the engine behind your COVID-19 testing and vaccination programs. Our web-based platform provides government agencies, schools, healthcare facilities, and community based organizations the ability to quickly register participants, schedule appointments, arrange for easy onsite check-in and check-out, and exchange data between labs and state databases, easing the reporting process. 

JOB TITLE:  CX Support Specialist, I

REPORTING TO: Technical Program Manager 

JOB TYPE: Full-time 

LOCATION: Remote 

JOB SCOPE: At Primary, we believe in tackling hard problems together as a team, with strong values around collaboration, accountability, and transparency while assisting participants in getting tested and vaccinated.

Primary Health is looking for individuals to help support mass COVID-19 testing and vaccinations occurring throughout the country.

The role requires someone with baseline knowledge of healthcare delivery and web technology proficiency. This would include email and phone support via Zendesk and Kustomer. A proficiency with using Google Workspace apps (G Suite) and Chrome browser is ideal. Most support tasks will include helping participants register for testing appointments, providing basic information, and assisting patients with accessing their results via the online portal.

This role is full time for ongoing work with Primary's CX Support Team. Our main Support hours are 7am-7pm Pacific Time Mon-Sun. We have two different shift options. Shift 1 is 7 am-4 pm PST or Shift 2 is 10 am-7 pm, Monday-Sunday. It’s required to work a Saturday or Sunday weekend shift once a week. We're seeking a commitment of 40 hours/week and are looking for team members bilingual in Spanish as well.

MAJOR JOB DUTIES: 

  • Handles incoming support calls for patients needing Covid testing or vaccinations. 

  • Most support tasks will include helping patients register for testing appointments, providing basic information, confirming appointments, and assisting patients with accessing their results via the online portal.

  • Responsible for adhering to CX Policies and Procedures and discipline system.

  • Escalate issues with registering and scheduling (unknown cancellations) to Tier II Support Specialists. 

  • Focuses on quality, performance and KPI’s to be successful.

  • Participates in support syncs.

  • Stays up to date and well informed with Covid rules and processes for various clients. 

QUALIFICATIONS: 

  • Experience with customer service and answering calls in a call center environment.

  • Must have clear communication skills and typing skills.

  • Can communicate empathetically and enjoys helping people.  

  • Tech savvy with knowledge of computer programs such as Zendesk, Kustomer, Ujet and/ or other call center and ticketing software. A proficiency with using Google Workspace apps (G Suite) and Chrome browser is ideal.

  • Ability to work under pressure and in a continuously changing environment.

  • Has open communication with assigned Team Lead and management. 

Primary embraces diversity. We are proud to be an equal opportunity workplace and do not discriminate on the basis of sex, race, color, age, sexual orientation, gender identity, religion, national origin, citizenship, marital status, veteran status, or disability status. Pursuant to the San Francisco Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records.