Our Company:
Founded in 2010, iHealth Labs is dedicated to empowering people to live healthier lives. The company is a leading provider of cloud-connected medical devices, personal health care devices, and home-based tests and is at the forefront of the digital health revolution.
In November 2021, iHealth's COVID-19 Antigen Rapid Test received Emergency Use Authorization from the U.S. Food and Drug Administration for over-the-counter sales. Since then, iHealth has become a key supplier of at-home COVID tests to the federal government, state governments, nonprofits, and individual consumers.
iHealth Labs is a leader in digital health solutions, with a mission to revolutionize the healthcare industry by making quality health management accessible and affordable for all.
Responsibilities:
- Answer inbound calls from patients, clients, and partners with professionalism, empathy, and efficiency
- Troubleshoot questions or concerns and provide accurate information regarding our services or products
- Escalate clinical or technical issues appropriately, collaborating with internal teams for timely resolution
- Maintain clear, accurate call documentation in the system and follow call center protocols to ensure compliance and call quality standards
- Meet call performance goals, including but not limited to call volume, resolution rate, and customer satisfaction
- Support cross-functional projects and initiatives as needed, such as patient outreach campaigns, data entry or cleanup, process improvement efforts, and other operational tasks
- Perform other duties as assigned to support overall team and organizational goals if needed
Skills:
- Tech-savvy with strong problem-solving skills
- Prominent active-listening and verbal-communication skills, while being passionate about fostering interpersonal relationships with customers
- Ability to prioritize and manage time effectively
- Proficient in navigating computer systems and databases, such as Google Suite applications
- Self-starter with the ability to work independently and as part of a team
- Adaptable and willing to take on new responsibilities beyond core duties as business needs evolve
Qualifications:
- A Bachelor's degree in Communication, Business Administration or other relevant fields is REQUIRED
- Bilingual capability with Cantonese, Vietnamese, or Mandarin is REQUIRED
- Proven experience in a call center or customer service role is highly preferred
Benefits
- Comprehensive training and ongoing support for professional development
- Medical, Dental, Vision, Life Insurance, and 401K
- Paid Time Off, Federal Holidays, and Leaves
- Annual Performance-Based Bonus