Company Name: Kroger General Office
Position Type: Employee
FLSA Status: Non-exempt

Position Summary:

Provide remote patient support for various Kroger Health programs and campaigns, web services, and pharmacy feedback/escalation. Act as an escalation point for resolving complex patient issues. Coach and mentor less experienced team members and serve as a point of contact for new projects coming into the Health Connect Center. Demonstrate the company’s core values of respect, honesty, integrity, diversity, inclusion and safety.

Essential Job Functions:

• Provide in-depth support via phones and/or other media as required in resolving escalated patient issues.
• Complete and document all calls in the required form and oversee through resolution.
• Serves as an escalation point for less experienced Patient Services Technicians.
• Serve as a liaison between Kroger Health, providers, insurer and the patient/technician.
• Ability to maintain and sustain established contact center metrics.
• Escalate and partner with management to identify trends affecting our patients and develop resolutions in resolving continuing issues.
• Analyze patient incidents, determine impact and take appropriate action to resolve the incident.
• Clearly communicate analysis and resolution through written documentation within knowledge base.
• Perform select advanced level functions under the direction of a Contact Center Supervisor.
• Provide training documentation and formal/informal training on subject matter of expertise; assist with the training and development of other team members and clinical programs.
• Maintain the ability to perform clinical work.
• Maintain flexibility to work weekends, evenings, and holidays as part of a standard work schedule.
• Must be able to perform the essential functions of this position with or without reasonable accommodation.

Minimum Position Qualifications:

• 2+ years of technical or customer support center experience
• State Registered/Licensed Technician or Nationally Certified Technician
• Strong customer service background
• Strong written and verbal communication skills with the ability to effectively communicate information to customers and all levels of the organization
• Must have a high school diploma or GED
• Ability to type 35-40 wpm
• Proficient with Microsoft Office
• Ability to organize and prioritize a variety of tasks/projects
• Ability to work independently
• Strong attention to detail is required
• Ability to maintain composure during stressful situations
• Maintain multi-state licensure as defined by specific assigned tasks

Desired Previous Job Experience:

• Clinical Contact Center experience
• Lead Technician

Education Level: High School Diploma/ GED Required
Required Certifications/Licenses: None
Position Type: Full-Time
Shift(s): [[mfield4]]
Regions: General Office- Cincinnati

States: Ohio
Keywords:

Jobs at Kroger: At Kroger, we hire people who have a passion for helping others and who want to build a relationship with our Customers. No matter what stage of your career, you can build your future at Kroger. We look for people who want more, aspire to be more and work hard to achieve their goals. Our focus on keeping the Customer first is what makes us successful. As the largest traditional grocery chain in the U.S. and one of the world's largest retailers, we employee nearly half a million Associates across 35 states. We offer many opportunities not only in our stores, but in Manufacturing, Logistics, Marketing, Finance, Human Resources, and many other fields.

Company Overview: Kroger Family of Companies employs nearly half a million associates who serve over 11 million customers daily through a seamless shopping experience under a variety of banner names. At The Kroger Co., we are Fresh for Everyone™ and dedicated to our Purpose: To Feed the Human Spirit®. We are committed to creating #ZeroHungerZeroWaste communities by 2025. Careers with The Kroger Co. and our family of companies offer competitive wages, flexible schedules, benefits and room for advancement.

Posting Notes: OH || Cincinnati || 3255 Eden Avenue KOW G10 || 45229 || Kroger General Office || [[mfield2]] || Health & Wellness || Employee || Non-Exempt || Full-Time || None