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Customer Advocate

LOCATION: Remote
REMOTE ELIGIBLE: Fully Remote
TRAVEL REQUIREMENT: 5% or less
REQUISITION ID: 1322
<p><a href="https://www.youtube.com/watch?edufilter=NULL&amp;v=x2VAeHGPp1s">Data has a story to tell. We give it a voice.</a></p> <p><strong>Fully remote work from home! Bilingual ( English / Spanish ) REQUIRED&nbsp;&nbsp;</strong></p> <p><strong>The selected candidate will be assigned a shift 40 hours per week Tues-Saturday hours to be assigned between 8a-8p EST&nbsp;</strong><strong>(after 2 weeks of training to be held M-F 8a-5p EST)</strong></p> <p>Inovalon is a growing, nimble organization with a team of employees who are passionate to carry out our mission of delivering high-value solutions to a marketplace that is undergoing an important transformation to data-driven healthcare. We value having people who are committed to our core values to I.N.S.P.I.R.E. We care about your career development and growth. Through our learning culture, we are motivated to provide opportunities to all our employees to improve and gain new skills that will help elevate their career. We value having go people on our team, and we do our part to make sure to give the recognition deserved for every contribution. If this sounds like the kind of company you’d like to work with, we’d love to meet with you!</p> <h4>Here’s what an ordinary day of work might look like</h4> <ul> <li>You provide initial triage and first line technical support for users of Inovalon software applications</li> <li>You investigate and resolve technical or procedural issues related to Inovalon software applications, third party used applications and the end user</li> <li>You empower end-users to support themselves using our knowledge base</li> <li>You educate and empower Inovalon customers to become better users of our products</li> <li>You proactively look for solutions to processes, workflows and incidents and propose improvements if something could work better</li> <li>You own the customer experience and work to exceed their expectations. We want to treat our customers as if you would treat a guest in your own home</li> <li>You communicate professionally with client organization patients, providers and caregivers to obtain or provide clinical and/or programmatic information</li> <li>You triage inbound calls and direct to appropriate team members</li> <li>You collect clinical information and simultaneously document data into a computer-based program</li> <li>You appropriately document all relevant information regarding patients and providers while abiding by all HIPAA and associated patient confidentiality requirements</li> <li>You maintain compliance with Inovalon’s policies, procedures and mission statement</li> <li>You adhere to all confidentiality and HIPAA requirements as outlined within Inovalon’s Operating Policies and Procedures in all ways and at all times with respect to any aspect of the data handled or services rendered in the undertaking of the position</li> <li>You fulfill those responsibilities and/or duties that may be reasonably provided by Inovalon for the purpose of achieving operational and financial success of the Company</li> <li>You uphold responsibilities relative to the separation of duties for applicable processes and procedures within your job function</li> </ul> <p>We reserve the right to change this job description from time to time as business needs dictate and will provide notice of such</p> <h4>This job is for you if</h4> <ul> <li>You have a minimum of 1 year of experience in a technical support environment</li> <li>You are experienced with ticket management systems, Zendesk a plus</li> <li>You can utilize soft phone systems for inbound and outbound calls; Genesys and Cisco a plus</li> <li>You are experienced using chat in a ticketing system for customer questions and concerns</li> <li>You possess basic technical knowledge with smartphones, tablets and personal computers; Apple and Android</li> <li>People say you can demonstrate technical comprehension and analytical thinking</li> <li>You can maintain excellent organizational, written and oral communication skills</li> <li>You can recognize trending issues and escalate appropriately as our first line of defense to customer concerns</li> <li>You have competency in reading and writing skills</li> <li>You can plan and prioritize&nbsp;work while working in a remote environment</li> <li>You have a remote work space with internet access which must be a dedicated quiet space due to HIPAA requirements&nbsp;</li> <li>People say you love talking to people on the phone and building relationships with your customers</li> <li>You can empathize with customers in a genuine way that lets them know you care</li> <li>You’re a team player that can follow and lead as situations dictate</li> <li>You’re able to make decisions and solve problems</li> <li>People say you have an ability to explain complex issues in beautifully simple terms</li> <li>You are proficient in Microsoft Office 365 (Excel, Word, PowerPoint, etc.) and Outlook</li> <li>You possess bilingual skills; Spanish desired</li> <li>You are comfortable with sedentary work</li> <li>You can exert up to 10 pounds of force occasionally or negligible amount of force</li> <li>You can frequently or constantly lift, carry, push, pull, or otherwise move objects</li> <li>You are comfortable with inside environmental conditions</li> <li>You can travel for this position</li> </ul> <p><em>Inovalon is proud to be an equal opportunity workplace and is an affirmative action employer. We are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity or Veteran status. We also consider qualified applicants regardless of criminal histories, consistent with legal requirement.</em></p> <h4>What are you waiting for? Apply now!</h4> <p>Are you getting jazzed up by the thought of working with us? Don’t hesitate! Apply now! We believe in the power of data, informing actionable insights, driving meaningful impact and making healthcare better. If you’re a great problem solver, communicator, team player, and a customer advocate, we would love to have you join our team. Apply now to complete our online application. You will need to upload a recent copy of your resume. If you don’t have the qualifications we have asked for, this position isn’t for you, and we will not be able to consider your application.</p><div class="content-conclusion"><p><em>By embracing diversity, equity and inclusion we enhance our work environment and drive business success. Inovalon strives to reflect the diversity of the communities where we operate and of our clients and everyone whom we serve. We endeavor to create a culture of inclusion in which our associates feel empowered to bring their full, authentic selves to work and pursue their professional goals in an equitable setting. We understand that by fostering this type of culture, and welcoming different perspectives, we generate innovation and growth.</em></p> <p><em>Inovalon is proud to be an equal opportunity workplace and is an affirmative action employer. We are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity or Veteran status. We also consider qualified applicants regardless of criminal histories, consistent with legal requirement.</em></p> <p><em>The Company maintains a drug free work environment for all of its associates, which includes employees, contractors and vendors. It is unlawful for associates to manufacture, sell, distribute, dispense, possess or use any controlled substance or marijuana in the workplace and doing so will result in disciplinary action, up to and including termination of employment or the contracted relationship.</em></p> <div> <p><em>Consistent with our safety protocols, the company will require a vaccination attestation for fully office-based and hybrid (office/remote) positions. Positions designated as fully remote are exempt from the attestation requirement unless and until such time as an in-office presence is required. &nbsp;These requirements are subject to change as legal and business needs dictate.</em></p> </div> <p>&nbsp;</p></div>

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