Customer Service Representative

Title: Customer Service Representative

Location: Guaynabo United States.

Job Type: Full Time/Hybrid

Job Description:

About OncoHealth

OncoHealth is a leading digital health company dedicated to helping health plans, employers, providers, and patients navigate the physical, mental, and financial complexities of cancer through technology enabled services. Supporting more than 8 million people in the US and Puerto Rico, OncoHealth offers digital solutions for treatment review and virtual care across all cancer types.

About the Role

The Customer Service Representative (CSR) serves as a one-stop shop and intake of all calls and ZenDesk requests (payers and providers). This role will resolve tier one issues (user resets, provider data management, fax and manual mailing process and other general questions).

Primary Responsibilities

• Flexible to work rotational shifts inside our office hours from 8:00 a.m. - 8:00 p.m. EST to cover the operational needs of the company. Shifts can range anywhere between Monday - Friday 8:00 am to 8:00 pm EST and Saturdays 8:30 am - 5:00 pm EST (Office hours may change/extend upon operational needs).
• In House Mailing Process
• Prepare and mail letters on weekends when assigned
• Courier mail to post office/UPS on daily runs to drop off mail
• Manage daily Turnaround reports to ensure timeliness on all cases with mailing
• Manage inbound calls and requests
• Collect and transfer non-clinical data into internal data management system
• Acquire structured clinical data to place into internal data management system
• Respond to customer queries timely and accurately
• Ensure customer satisfaction and provide professional customer support
• Triage, Resolve and/or Route requests using various systems as needed
• Accurately document and update requests
• Provide product support as assigned
• Work across the organization with stakeholders, subject matter experts and trainers to develop documentation and support new and existing products, features, and services
• Respond to customer and team member inquiries in an efficient and effective manner

About You

• College degree or relevant experience preferred
• Experience working remote independently
• Fully bilingual (English and Spanish)
• A minimum of 2 years of administrative experience and/or customer service or relevant educational attainment required
• Advanced customer service skills, excellent interpersonal and active listening skills, ability to work well in a team.
• Must also have multi-tasking, quality focus, problem solving, and documentation skills.
• Skilled in the implementation of systems for program effectiveness and productivity required.
• Must possess exceptional organizational and time management skills
• MS Office Suite proficient

About the Location

OncoHealth is committed to remote, hybrid or in office work options. Our Team in Puerto Rico reports to the office at least 2 times per month (advance notice provided) and can work remotely from home the rest of the days. Employees are welcome to work from the office every day if wanted.

Our Culture

Taking ownership of quick action, critically thinking through the needs, and working well with others are key competencies of team member success. Our leadership is dedicated to building a culture based on respect, clinical excellence, innovation - all with a focused mission of putting patients first!

We offer a full benefit package on your first day, along with a company bonus. You may visit or work from our very modern and engaging offices, and experience a fun, collaborative environment where social activities and community events matter. We enjoy being together!

OncoHealth is committed to providing an environment of mutual respect where equal employment opportunities are available to all applicants and team members without regard to race, color, religion, marital status, age, national origin, ancestry, physical or mental disability, medical condition, pregnancy, genetic information, gender, sexual orientation, gender identity or expression, veteran status, or any other status protected under federal, state, or local law. All employment decisions are based on qualifications, merit, and business need.

The Opportunity

The cost of cancer related medical services and prescription drugs in the United States is expected to reach $246 billion by 2030. OncoHealth has enjoyed rapid growth over the past 3 years and seeks smart, collaborative people to join its team. We have just under 250 team members, so we can move swiftly but precisely to the market needs of our customers. Strongly backed financially by Arsenal Capital Partners & McKesson Corporation, we remain in an investment and growth mode. This means we are open-minded to how we get the work done - now is the perfect time to talk to us!

Our Current Solutions

Through the use of OncoHealth's utilization management system, OneUM, our customers can use a single e-Prior Authorization portal for all oncology drug request and treatments. Our system improves quality of care, reduces provider abrasion and gives health plans visibility into the total cost of oncology treatment.

OncoHealth offers Oncology Insights Pro, an analytic software solution that enables health plans to use data and analytics to improve oncology programs. Using real world data, our engineers normalize data to create analytic dashboards with drill down compatibilities. The data is the paired with expert guidance providing the strategies an insight needed to keep up with the continuing evolving cancer treatment landscape.

OncoHealth offers Pharmacy Consulting services to health plans and pharmaceutical companies. New cancer treatments are entering the market at an unrelenting pace. Since 2018, the FDA approved 121 new cancer applications including 49 novel cancer drug entities. Our Board-Certified Oncology Pharmacologists can help health plans update drug policies, offer utilization management and formulary advice, and development training for staff.

OncoHealth's latest offering is Iris, a digital telehealth platform that delivers personalized, oncology-specific support to navigate the physical symptoms and emotional challenges caused by cancer and cancer treatment. Powered by technology, staffed 24X7, and delivered with empathy, Iris allows patients to connect with trained oncology experts and receive personalized, oncology-specific telehealth support.