Company Description
Amwell digitally empowers payers, providers and innovators, enabling an ecosystem of care that spans across in-person, virtual and automated care.
Amwell provides a leading hybrid care enablement platform in the United States and globally, connecting and enabling providers, payers, patients, and innovators to deliver greater access to more affordable, higher quality care.
Amwell believes that hybrid care delivery will transform healthcare. The company offers a single, comprehensive platform to support all digital health needs from urgent to acute and post-acute care, as well as chronic care management and healthy living.
With nearly two decades of experience, Amwell powers the hybrid care of more than 55 health plans, which collectively represent more than 90 million covered lives, and many of the nations largest health systems, representing over 2,000 hospitals, have access to Amwell solutions.
For more information, please visit Amwell.com.
Brief Overview:
We seek a highly skilled an customer-focused NOC Specialist, Technical Support within Amwell Network Operations Center (NOC).
As a Technical Support Representative, you will be responsible for providing exceptional technical assistance and support to our providers and clients. You will utilize your strong troubleshooting skills and technical knowledge to provide prompt and accurate solutions to customer issues. The ideal candidate must possess excellent communication skills and have a passion for delivering outstanding customer service.
Core Responsibilities:
- Provide technical support to our AMG Provider Network via phone, email, and chat in a timely and professional manner
- Conduct ad-hoc bridge encounters and technical appointments with our Providers to help them troubleshoot technical issues on the platform
- Research, diagnose, document, and resolve technical issues related to software and hardware problems, and follow escalation protocols
- Escalate higher level technical issues to the appropriate teams after compiling comprehensive and necessary data
- Maintain priority phone coverage of our Amwell Emergency Hotline to assist clients with technical crisis issues
- Monitor, respond and prioritize escalations accordingly to ensure issue resolution
- Follow up with appropriate departments internally to drive resolution on reported defects impacting NOC and AMG performance.
- Stay up-to-date with the latest Amwell technology trends and updates to provide accurate and effective technical support
- Participate in ongoing training sessions to continuously improve technical knowledge and customer service skills.
- Communicates with upper management on any system, operational or personnel issues
Qualifications:
- Exceptional decision making and problem-solving abilities
- Ability to navigate challenging tasks and maintain composure in high-stress situations
- Exceptional time management and organizational skills
- Robust interpersonal and communications ability, including strong writing skills
- Adaptability in keeping up with and scaling new workflows in a fast-paced, constantly changing environment
- Strong customer service orientation and the ability to interact with diverse groups
- A proven track record of exercising good judgment and handling constantly changing priorities in a positive, professional environment
- Proficient in Computer Functions, Microsoft Office and other relevant software programs.
- Education Bachelors degree preferred.
Additional information
Job Level: S2
Working at Amwell:
Amwell is changing how care is delivered through online and mobile technology. We strive to make the hard work of healthcare look easy. In order to make this a reality, we look for people with a fast-paced, mission-driven mentality. Were a culture that prides itself on quality, efficiency, smarts, initiative, creative thinking, and a strong work ethic.
Our Core Values include One Team, Customer First, and Deliver Awesome. Customer First and Deliver Awesome are all about our product and services and how we strive to serve. As part of One Team, we operate the Amwell Cares program, which brings needed assistance to our communities, whether that be free healthcare for the underserved or for people affected by natural disasters, support for equality, honoring doctors and nurses, or annual Amwell-matched donations to food banks. Amwell aims to be a force for good for our employees, our clients, and our communities.
Amwell cares deeply about and supports Diversity, Equity and Inclusion. These initiatives are highlighted and reflected within our Three DE&I Pillars - our Workplace, our Workforce and our Community.
Amwell is a "virtual first" workplace, which means you can work from anywhere, coming together physically for ideation, collaboration and client meetings. We enable our employees with the tools, resources and opportunities to do their jobs effectively wherever they are!
The typical hourly wage range for this position is $20.00- $25.00. The actual hourly wage offer will ultimately depend on multiple factors including, but not limited to, knowledge, skills, relevant education, experience, complexity or specialization of talent, and other objective factors. This role may also be eligible for an annual bonus based on a combination of company performance and employee performance. Long-term incentive and short-term variable compensation may be offered as part of the compensation package dependent on the role.
Further, the above range is subject to change based on market demands and operational needs and does not constitute a promise of a particular wage or a guarantee of employment. Your recruiter can share more during the hiring process about the specific wage range based on the above factors listed.
Additional Benefits
- Flexible Personal Time Off (Vacation time)
- 401K match
- Competitive healthcare, dental and vision insurance plans
- Birthing parents at Amwell enjoy up to 18 weeks of paid maternity leave
- Non-birthing parents enjoy 10 weeks of paid leave
- US employees experiencing reproductive loss are eligible for up to 7 days of paid leave
- Employee Stock Purchase Program
- Free access to Amwells Telehealth Services, SilverCloud and The Clinic by Cleveland Clinics second opinion program
- Free Subscription to the Calm App
- Tuition Assistance Program
- Pet Insurance
