NOC Specialist (Tech Support)

Company Description

Amwell is a leading telehealth platform in the United States and globally, connecting and enabling providers, insurers, patients, and innovators to deliver greater access to more affordable, higher quality care. Amwell believes that digital care delivery will transform healthcare. We offer a single, comprehensive platform to support all telehealth needs from urgent to acute and post-acute care, as well as chronic care management and healthy living. With over a decade of experience, Amwell powers telehealth solutions for over 150 health systems comprised of 2,000 hospitals and 55 health plan partners with over 36,000 employers, covering over 80 million lives.

Brief Overview:

As a Network Operations Center Specialist within the Technical Support Team, you will play a key role in the day to day operations of the Online Care Group, including 24/7/365 physician support, escalation resolution, and real-time monitoring of volume utilizing workforce management tools. We are looking for full time employees who have flexible schedules and can work either overnight, evening or weekend hours.

Core Responsibilities:

• Act as the first line of defense for all provider troubleshooting escalations
• Conduct remote desktop support sessions to troubleshoot, identify and find a solution to provider reported technical issues
• Lead investigation into system communication failures
• Maintain queue of open tickets and work cross-functionally to drive resolution
• Conduct video check-in visits with all newly credentialed Online Care Group providers and introduce them to NOC Support
• Work with Manager and Team Leads to stay current on all changes in the American Well core product
• Conduct usability testing on new builds of the Provider Mobile App
• Conduct validation testing in all new builds to verify features are working as expected
• Escalate and track any new defects and work with management to drive resolution
• Acts as the main point of contact for all provider-related support questions and issues via phone, email and live chat
• Uses critical thinking skills to prioritize and problem solve provider requests
• Uses trackers to appropriately log notable events that occur throughout shift
• Act as main point of contact for internal teams to discuss and drive resolution for outstanding items
• Upholds tracking of all support escalations utilizing Salesforce tools
• Works in collaboration with other NOC “pods” and departments within American Well to provide the best support possible to our patients and providers

Qualifications:

• Robust interpersonal and communications ability, including strong written and verbal communication skills
• Adaptability in a fast-paced start up environment
• Fast learner, ready to jump right in with little direction
• Ability to effectively communicate via phone, video-conference, and written communication
• Ability to multitask and quickly change gears as directed by Team Leads and Managers
• Proficient in all basic computer functions and programs, including Microsoft Office Suite
• Strong customer service orientation and the ability to interact with diverse groups
• Experience resolving issues live on the phone in a call center environment; ability to maintain control of a phone call in tough situations
• Experience successfully troubleshooting various types of end-user issues by way of desktop support software/desktop sharing
• Associate Degree or Bachelor Degree preferred
• 1-2 years related experience preferred

Additional information

Your Team:

Should you join Amwell and the Clinical Services team, you will support the Online Care Group:

The Online Care Group (OCG) is a physician-owned and operated medical practice. OCG is dedicated to the practice of telehealth, delivering high quality healthcare to patients on a secure, HIPAA compliant, video-based platform. In addition to urgent care, OCG also manages a national behavioral health practice, which includes therapy and psychiatry, as well as a nutrition practice staffed by registered dieticians and a Breastfeeding support practice. The Online Care Group practices across all 50 states – 24 hours/day, 365 days/year.

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. We’re 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! Amwell has collaboration spaces in Boston, Tysons Corner, Portland, Woodland Hills, and Seattle.

• Unlimited Personal Time Off (Vacation time)
• 401K match
• Competitive healthcare, dental and vision insurance plans
• Paid Parental Leave (Maternity and Paternity leave)
• Employee Stock Purchase Program
• Free access to Amwell’s Telehealth Services, SilverCloud and The Clinic by Cleveland Clinic’s second opinion program
• Free Subscription to the Calm App
• Tuition Assistance Program
• Pet Insurance