Digital Health Customer Service Representative II (Hybrid)

Leads and performs administrative functions requiring knowledge of select Digital Health technologies, policies and processes. Provides email and telephone support to patients and families, as well as BCH staff on matters involving select Digital Health technologies. Triages and routes support requests to appropriate teams and escalates issues as needed. Establishes strong relationships with patients and families, the Practice Liaison Program, Information Services and the digital health teams. Performs administrative duties supporting the daily workflow of the Practice Liaison Program while communicating effectively and promoting teamwork.Leads and performs administrative functions requiring in depth knowledge of the select Digital Health technologies, policies and processes. Assists with staff training on Digital Health technologies.Assists Digital Health teams with the rollout of new features and functionality.

The Digital Health Customer Service Representative II will be responsible for:

• Providing daily phone and email support to patients, families, and technical/administrative staff for select Digital Health technologies.
• Providing technical advice, solving problems, and answering questions; triaging and referring to appropriate technical/administrative staff when unable to resolve or respond.
• Acting as a liaison between the Practice Liaison Program, Information Services, clinical departments, digital health teams, and leadership to resolve technical and functional issues and answer questions.
• Staying current on all new digital health tools as well as enhancements to features and functionality for existing solutions.
• Assisting with training new and existing Digital Health Customer Service Representative I(s) on Digital Health technologies, functionality, policies, and processes, as well as all department processes.
• Assisting the team with creating and maintaining user guides, training materials, and promotional literature.
• Assisting the team with implementing and deploying new tools, features, and functionality, including documenting workflows, end-user requirements, and testing protocols, as well as performing testing and deployment activities.
• Preparing periodic technology and user support reports on digital health support activities, progress, and status for management.
• Serving as the point person in the absence of the supervisor for identifying and resolving problems, as well as notifying the manager when confronted with difficult and/or unpredictable situations with patients, families, and team members.

To qualify, you must have:

• High School/GED is required
• Associate's Degree is preferred in the field of Information Technology Systems, Computer Science, Engineering or related field.
• 18 months' experience as a Digital Health Customer Service Representative I OR 3 years of related experience (i.e., customer service experience, preferably in a technology help desk setting) is required
• Hybrid position requiring onsite presence 2-3 days per week at both the Boston and Waltham locations.

Boston Children's Hospital offers competitive compensation and unmatched benefits including flexible schedules, affordable health, vision and dental insurance, child care and student loan subsidies, generous levels of time off, 403(b) Retirement Savings plan, Pension, Tuition and certain License and Certification Reimbursement, cell phone plan discounts and discounted rates on T-passes. Experience the benefits of passion and teamwork.