Full job description

Description

Penn Medicine is dedicated to our tripartite mission of providing the highest level of care to patients, conducting innovative research, and educating future leaders in the field of medicine. Working for this leading academic medical center means collaboration with top clinical, technical and business professionals across all disciplines.

Today at Penn Medicine, someone will make a breakthrough. Someone will heal a heart, deliver hopeful news, and give comfort and reassurance. Our employees shape our future each day. Are you living your life's work?

Penn Medicine is dedicated to the tripartite mission of providing the highest level of care to patients, conducting innovative research, and educating future leaders in the field of medicine. The Digital Customer Service Representative (CSR) role supports the Penn Medicine goal of enhancing the Penn Medicine online reputation and demonstrating service excellence and commitment to enhancing the Patient Experience. Reporting to the Associate Executive Director, Contact Center, the position works closely with Marketing's Digital Team in two main areas: (1) prompting patients, via text, email, or outbound call to participate in digital third-party post-service reviews and (2) assisting in monitoring and responding in a timely manner to positive/negative reviews posted by patients on Google My Business, Yelp, and other social media and review platforms.

Outreach to Patients

The Digital Customer Service Representative will utilize relevant media/systems and standardized, pre-defined talking points to elicit patient participation in completing third party reviews. As defined by media, the role will follow a documented timeframe and consistent process for tracking and follow-up.

Monitoring and Responding to Digital Postings

As assigned, the Digital Customer Service Coordinator will employ digital tools to respond to both positive and negative postings. They will monitor and identify reviews that can be handled with pre-scripted generic responses or escalated to the Digital Customer Service Coordinator for resolution with the appropriate service line.

The Digital Customer Service Representative must have a working knowledge of social media and review platforms (e. g. Google My Business, Yelp, Twitter). They must exhibit solid written and verbal communication skills, the ability to build and maintain relationships, and a collaborative spirit in working with relevant Penn Medicine cross-functional teams. The position requires problem solving and analytical skills with a keen eye to details. All tasks require strong and meticulous attention to detail and the ability to work with a sense of urgency under specified deadlines. A team-focused spirit, flexibility, and the ability to quickly shift priorities are a must.

The position must exemplify Penn Medicine Core Values and exhibit solid Customer Service/Client Services skills, a patient centric attitude, and the ability to think critically and quickly.

Accountabilities
Outreach to Patients
Uses assigned media to prompt Penn Medicine patients to complete a digital post-service third-party review if they have not already done so.
Uses text, email, or outbound call to patients that have not completed a post-service review.
Employs standardized and pre-determined templates/text, talking points, processes, etc.
Monitoring and Responding to Digital Postings
Assists the Digital Customer Service Coordinator to monitor and respond to positive/negative third-party reviews posted by patients on Google My Business, Yelp, and other social media and review platforms.
Supports systematic responses to complaints, requests, compliments, and questions made through social media and other online review platforms.
Effectively employs social media and review management tools (e.g., Yext, Sprinklr), templates, talking points, and language set forth by the Digital Team or by specific Service Lines to address customer digital responses.
Utilizes both generic and specific Service Line tasks flows/protocols, as appropriate.
For operational issues (e.g., wait times, parking, traffic) employs a generic response.
Uses appropriate and approved language (e.g., for Google reviews) for negative reviews to help take the conversation offline and minimize the amount of comments and responses posted publicly.
Provides Service Recovery in a timely manner by notifying the Digital Team of negative comments, or when assigned, notifying the Service Line.
Communicates process issues to the Associate Executive Director and the Digital Team for appropriate action, risk mitigation, and resolution.
Demonstrates flexibility in navigating the contexts of different relationships with different Service Lines/departments.
Additional Accountabilities
Performs duties in accordance with Penn Medicine and entity values, policies, and procedures.
Recommends improvement to work processes, Customer Service, etc., as relevant and appropriate.
Works as scheduled; demonstrates regular, consistent, and punctual attendance.
Follows Penn Medicine policy requirements for time-off requests.
As appropriate, attends and participates in regularly scheduled operational meetings.
As trained, performs assigned Marketing Contact Center duties (e.g., outbound calls related to campaigns or web requests, Chat functions).
CUSTOMER SERVICE/HUMAN QUALITIES
Maintains a strong patient-/customer-centric focus; supports the delivery of high quality service.
Displays human qualities related to empathy, compassion, kindness, and patience in all interactions.
Collaborates willingly with management and co-workers; maintains a positive and optimistic outlook.
Makes good and timely decisions based on a mixture of analysis, wisdom, experience, and judgment.
COMMUNICATION
Displays effective professional writing and oral communication skills; possesses a courteous manner at all times.
Manages all interactions by using appropriate titles, scripts/talking points (as appropriate).
Presents ideas and information in ways that others can easily understand.
Performs duties in accordance with Penn Medicine and entity values, policies, and procedures
Other duties as assigned to support the unit, department, entity, and health system organization

Minimum Requirements
Required Education and Experience
H.S. Diploma/GED is required
1+ years Experience in writing and editing for the web/social media outlets. Internet savvy with experience in navigation among multiple platforms along with a working understanding/knowledge of Google My Business and other social media applications (e.g. Facebook, Yelp) is required.
1+ years Solid Customer Service experience is required.
0-1 years Experience in building and maintaining cross-functional relationships with varied departments within an organization is required.
Marketing/up-sell experience
Previous experience within Penn
Medicine or experience/knowledge of Healthcare organizations and academic medical centers
Experience in working within a virtual setting (Work from Home)
Required Skills and Abilities
Must have excellent organizational skills and meticulous attention to detail
Must be able to work with social media templates and follow specific Service Line tasks flows/protocols
Must possess solid oral and written communication skills and ability to communicate clearly and concisely
Must have solid time management skills and ability to adhere to deadlines in a fast-faced environment
Must exercise critical thinking and good judgment
Ability to work quickly and independently while making accurate decisions
Ability to read, understand, and follow verbal and written instructions
Ability to prioritize tasks and work independently within established procedures
Ability to maintain a professional demeanor at all times
Must be able to build and maintain relationships and possess a collaborative spirit in working with others
Must be a team player with an optimistic and positive professional presence
We believe that the best care for our patients starts with the best care for our employees. Our employee benefits programs help our employees get healthy and stay healthy. We offer a comprehensive compensation and benefits program that includes one of the finest prepaid tuition assistance programs in the region. Penn Medicine employees are actively engaged and committed to our mission. Together we will continue to make medical advances that help people live longer, healthier lives.

Live Your Life's Work
We are an Equal Opportunity and Affirmative Action employer. Candidates are considered for employment without regard to race, ethnicity, color, sex, sexual orientation, gender identity, religion, national origin, ancestry, age, disability, marital status, familial status, genetic information, domestic or sexual violence victim status, citizenship status, military status, status as a protected veteran or any other status protected by applicable law.