Customer Support team is responsible for multiple areas of the member/clinician experience. We support our members in every way possible, as well as work with our staff of clinicians, to ensure they have the necessary support to deliver stellar care. In this fast-paced role, your primary responsibilities will entail communication with Doctor On Demand clinicians. You will be assisting in care of patients and communication with the healthcare team.

Duties and Responsibilities:

• Respond to calls, emails, and live chats from members & clinicians regarding scheduling, prescriptions and other health care coordination needs
• Provide support to clinician staff, to ensure patients obtain the appropriate care in a timely manner
• Identify and escalate priority issues that need immediate attention via established pathways and follow up if needed
• Clinician tier 1 technical troubleshooting to clinicians and members
• Assist in clinician and patient scheduling needs
• Be self-motivated enough to complete tasks without being prompted
• Willing to work flexible hours which may include evening or weekend shifts

Required Skills/Abilities:

• Call center experience related to pharmacy or health care platform
• Exceptional customer service skills
• Experience working with web based systems
• Ability to type 50+ WPM

Education and Experience:

• High school diploma or equivalent.
• Mac experience
• 3-5 years of experience in healthcare and/or contact centers
• Knowledge of Healthcare and medical terminology
• Experience handling inbound support inquiries via phone, email, and chat preferred
• HIPAA certified
• Telecommuting experience is a plus but not required

This is not necessarily an all-inclusive list of job-related responsibilities, duties, skills, efforts, requirements or working conditions. While this is intended to be an accurate reflection of the current job, Doctor On Demand reserves the right to revise the job or to require that other or different tasks be performed as assigned. All job requirements are subject to possible revision to reflect changes in the position requirements or to reasonably accommodate individuals with disabilities. This job description in no way states or implies that these are the only duties to which will be required in this position, employees may be required to follow other job-related duties as requested by their supervisor/manager (within guidelines and compliance with Federal and State Laws). Continued employment remains on an “at-will” basis.

About Included Health

Included Health is a new kind of healthcare company, delivering integrated virtual care and navigation. We’re on a mission to raise the standard of healthcare for everyone. We break down barriers to provide high-quality care for every person in every community — no matter where they are in their health journey or what type of care they need, from acute to chronic, behavioral to physical. We offer our members care guidance, advocacy, and access to personalized virtual and in-person care for everyday and urgent care, primary care, behavioral health, and specialty care. It’s all included. Learn more at includedhealth.com.

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Included Health is an Equal Opportunity Employer and considers applicants for employment without regard to race, color, religion, sex, orientation, national origin, age, disability, genetics or any other basis forbidden under federal, state, or local law. Included Health considers all qualified applicants in accordance with the San Francisco Fair Chance Ordinance.