• Responsible for receiving, evaluating and resolving all incoming calls regarding Disability Benefits Law (DBL) and Paid Family Leave (PFL) • Deliver exemplary Customer Service to both internal and external customers

This description is a summary of our understanding of the job description. Click on 'Apply' button to find out more. Role Description The Service Agent provides excellent experience for patients and providers by fielding and responding to their requests. They help keep provider schedules full and optimized, and guide patients through the intake process. They also ensure all patients are matched appropriately to a provider, and take care of administrative tasks like faxes, emails, and authorizations. The successful candidate must be available to work one of the following shifts: - 9:30am – 6:00pm EST - 7:30am – 4:00pm EST You will: - Answer incoming inquiries from patients, answer questions, and schedule appointments - Make outbound phone calls to patients, pharmacies, and insurance companies - Create and triage tickets in ServiceNow - Ensure that providers are scheduled for best use of time - Schedule appointments as needed in eClinicalWorks - Support clinicians via Microsoft Teams Chat to: - Schedule patient follow-up appointments - Reach out to patients who are late to tele visits - Send referral information to patients - Send discharge letters - Monitor and complete tickets in ServiceNow to: - Inform patients of insurance benefits - Respond to patient inquiries - Add copies of insurance cards/IDs to patient documents - Troubleshoot minor technological issues or escalate them to our helpdesk Qualifications - Strong written and verbal communication skills - Excellent customer service skills - Ability to multitask while maintaining accuracy - Enjoy working in team-based environment Requirements - Experience providing phone, email and chat-based customer service - Experience answering phones and multitasking in a fast-paced environment - Experience scheduling appointments - Medical Reception experience and experience using an Electronic Health Record (EHR) is a plus, but not required - Microsoft Office (M365), plus if you have worked with Microsoft Teams Benefits - Top-notch team: we're a diverse, experienced group motivated to make a difference in mental health care - Collaborative environment: be part of building something from the ground up at a fast-paced startup - Excellent benefits: medical, dental, vision, effective day 1 of employment, 401K with match, generous PTO plus paid holidays, paid parental leave, and more! - Grow your career with us: hone your skills and build new ones with our Learning team as Talkiatry expands - It all comes back to care: we’re a mental health company, and we put our team’s well-being first - $18 - $18 an hour - Compensation for this position is $18.00/hr, depending on experience; actual compensation will be dependent upon the specific role, location, as well as the individual’s qualifications, experience, skills and certifications.

• Deliver a “wow” customer experience across phone, chat, and email, consistently going above and beyond customer expectations • Build strong, genuine rapport with customers, especially during challenging or sensitive situations • Actively listen to understand customer needs, concerns, and the root cause of issues • Communicate clearly, confidently, and empathetically, explaining situations in a way customers can easily understand • Take full ownership of customer issues, acting with urgency to drive resolution as quickly as possible • Proactively follow up with customers, keeping commitments and ensuring no issue is left unresolved • Turn dissatisfied customers into loyal advocates through outstanding service and personal accountability • Collaborate closely with internal teams to escalate, track, and resolve complex issues • Accurately document customer interactions and outcomes in internal systems • Contribute to continuous improvement by sharing insights and feedback from customer interactions

• Respond to customer inquiries via phone, email, and live chat promptly and professionally. • Assist customers with understanding our products and services, resolving any issues they may encounter. • Document customer interactions and feedback to improve service processes. • Collaborate with other departments to resolve customer issues efficiently. • Track and monitor customer feedback to identify trends and opportunities for improvement. • Maintain a positive and professional demeanor while managing challenging customer situations. • Contribute to the development of customer service policies and procedures.