About this role
As a Senior Customer Service Specialist, you will provide frontline support to patients using the Oracle Health Patient Portal. You will use strong customer service, communication, and basic application support skills to assess, investigate, and resolve customer questions, issues, and service requests through phone, ticketing, and other electronic channels.
You will work directly with patients to understand their needs, document customer interactions and troubleshooting activities, and perform basic technical troubleshooting to resolve issues whenever possible. You will also triage and escalate unresolved or more complex issues to the appropriate teams, requiring a foundational understanding of Oracle Health applications, products, solutions, and features.
This role involves semi-routine work in a fast-paced environment and requires the ability to work both independently and collaboratively. You will be expected to follow established processes and service expectations while adhering to applicable regulatory requirements, including HIPAA, as well as Oracle Health policies, procedures, and customer-specific requirements.
Minimum Job Qualifications
Education and/or Experience:
6 years of experience in customer service, customer support, or related field
OR
High School Diploma, General Educational Development, or equivalent AND 5 years of experience in customer service, customer support, or related field.
Job Skills:
Same skills as prior level plus;
Compliance: Demonstrated knowledge of and adherence to regulatory, legal, and organizational compliance requirements.
Preferred Job Qualifications
Education and/or Experience:
6 years of experience in customer service, customer support, or related field
OR
High School Diploma, General Educational Development, or equivalent AND 5 years of experience in customer service, customer support, or related field.
Oracle Diagnostic Methodology Certification:
Oracle Diagnostic Methodology Certification within first 30 days of hire.
Translation Experience:
1 year of experience in formal translation services OR 2 years of experience in informal translation services.