Digital Health Customer Service Rep II (Digital Health Services)

Department Summary:
The Digital Health offerings at Boston Children's makes the process of connecting patient families and their care team easier than ever. The goal is to enhance all aspects of patient experience - from office visits to inpatient stays - to ensure patients receive the best care no matter where they are. This is a hybrid position based in Boston with regularly scheduled onsite responsibilities required weekly.

Key Responsibilities:

• Provides daily phone and email support to patients, families, and technical/administrative staff for select Digital Health technologies, included but not limited to virtual visits and the patient portal. 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.

Minimum Qualifications
Education:

• High school diploma/GED required; Associate's degree preferred.

Experience:

• 18 months' experience as a Digital Health Customer Service Rep I or 3 years of related experience required.
• Fluency in Spanish, Portuguese, or Haitian Creole preferred.

Boston Children's Hospital offers competitive compensation and unmatched benefits including flexible schedules, affordable health, vision and dental insurance, childcare and student loan subsidies, generous levels of time off, 403(b) Retirement Savings plan, Pension, Tuition and certain License and Certification Reimbursement, cell phone plan discounts and discounted rates on T-passes. Experience the benefits of passion and teamwork.