Amwell Hiring for NOC Specialist Job at Massachusetts Full Time

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. The Company offers 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 2,000 hospitals and over 55 health plan partners with over 36,000 employers, covering over 80 million lives.

Brief Overview:
As a Network Operations Center Specialist, 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. Specifically, the NOC Agent will:

Core Responsibilities:
Acts as the main point of contact for all provider-related support questions and issues

Manages a running queue of support escalations in conjunction with other team members, escalates to NOC L2 team as needed.

Monitors real-time call traffic to ensure service levels are met

Uses critical thinking skills to prioritize and problem solve escalations

Monitors and supports the company’s production systems and applications

Assists in monitoring intra-day staffing levels and provider availability utilizing workforce management tools

Upholds tracking of all support escalations utilizing Salesforce tools

Qualifications:
Robust interpersonal and communications ability, including strong writing 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 such as live agent chat and email

Keen attention to detail and the ability to multi-task

Proficient in all basic computer functions and programs, including Microsoft Office Suite

Strong customer service orientation and the ability to interact with diverse groups

A proven track record of exercising good judgment and handling constantly changing priorities in a positive, professional environment

Additional information

Your Team:
Should you join Amwell and the Clinical Services team, you will support the Amwell Medical Group:

The Amwell Medical Group (AMG) is a physician-owned and operated medical practice that serves the majority of Amwell’s clients. AMG 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, AMG also manages a national behavioral health practice, which includes therapy and psychiatry, programs in sleep medicine and women’s health, as well as a nutrition practice staffed by registered dieticians and a breastfeeding support practice. The Amwell Medical Group practices across all 50 states – 24 hours/day, 365 days/year and has over 4400 active providers.

Working at Amwell

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 go-getter culture that prides itself on quality, efficiency, smarts, initiative, creative thinking, and a strong work ethic. Our corporate headquarters are located in downtown Boston at 75 State Street –in the heart of the city. In addition to the opportunity to build the future of healthcare technology and a great location, we offer:

Unlimited Paid Time Off

401K match

Competitive health, dental and vision insurance plans

The equipment and resources needed to be successful working in a remote setting