This senior role offers direct patient support for the Oracle Health Patient Portal. You will leverage your strong customer service and communication abilities, alongside basic application support skills, to effectively handle patient inquiries, issues, and service requests across various electronic channels. A foundational understanding of Oracle Health applications and products is key to successfully diagnosing and resolving patient needs.

This position involves managing semi-routine tasks in a dynamic, fast-paced setting, requiring both self-direction and teamwork. Adherence to established protocols, service level agreements, and regulatory mandates like HIPAA, alongside Oracle Health's internal policies, is paramount.

- Address patient inquiries via phone, ticketing systems, and other designated electronic channels for the Oracle Health Patient Portal. - Manage incoming and outgoing calls professionally within the contact center solution. - Provide professional, empathetic, and excellent customer service to patients and all Oracle Health stakeholders. - Accurately create, manage, and resolve customer incidents and service requests within defined service timeframes. - Conduct fundamental technical troubleshooting, including information gathering, utilizing diagnostic tools, reviewing logs, consulting knowledge bases, observing user interactions, and testing workflows. - Maintain clear and precise documentation of customer-reported problems, troubleshooting efforts, actions taken, and all customer interactions. - Cultivate and deepen your knowledge of relevant Oracle Health products, solutions, features, and operational workflows. - Identify and escalate complex or unresolved patient issues to the appropriate internal teams efficiently. - Ensure all necessary internal and customer follow-ups are completed promptly within established deadlines. - Partner with colleagues and internal departments to facilitate swift and effective issue resolution. - Comply with all Oracle Health policies, procedures, customer-specific agreements, and applicable regulatory and privacy standards, including HIPAA. - Contribute to achieving team objectives, service level expectations, and enhancing the overall customer experience.

To excel in this role, you will need proven customer service expertise and strong communication skills. The ability to provide basic application support is essential for assisting patients with the Oracle Health Patient Portal. You must be adept at assessing, investigating, and resolving patient concerns through phone, ticketing, and electronic channels.

Your responsibilities will include direct patient engagement, meticulous documentation of interactions and troubleshooting, and performing basic technical troubleshooting. Effectively triaging and escalating more complex issues to specialized teams will also be a key function, necessitating a grasp of Oracle Health applications and their features.

This role demands the capacity to work both independently and as part of a team in a high-volume environment. Strict adherence to established procedures, service expectations, and regulatory requirements such as HIPAA, as well as Oracle Health's policies and customer-specific guidelines, is expected.