Solution Analyst [Pooling]

In this role, you will use customer service skills and basic front end application knowledge to assess, investigate, and resolve Oracle Health customer issues and requests via call, ticket, and other electronic means. You will work directly with patients using the Oracle Health Patient Portal, which requires strong communication skills. You will be responsible for documenting the investigation and performing basic technical troubleshooting to resolve issues in real time. You will also be responsible for appropriately triaging, resolving, and escalating issues, which requires a basic understanding of the different application products and solutions. The work is semi-routine in nature and requires both independent and collaborative work in a fast paced environment. You will be responsible for adhering to regulatory policies, such as HIPAA, and Oracle Health policies, procedures, and customer requirements. This role would be Monday through Friday night shift with the hours of 9pm-6am, 10pm -7am, or 11pm-8am. It is also a hybrid role with the expectation of going into the office around one day a week.
Career Level - IC1
#LI-DNI
You will be responsible for fielding and resolving Oracle Health Patient Portal customer inquiries via phone and electronic means. Detailed responsibilities include:
Answer and place internal and external calls via contact center solution
Manage customer incident and service requests in the appropriate systems and in a timely manner
Communicate effectively and provide exceptional customer service to Oracle Health customers, specifically patients using the Oracle Health Patient Portal
Ensure that the appropriate internal and customer follow-up is performed within the published timelines
The investigation and basic technical troubleshooting responsibilities include gathering information, using troubleshooting tools, capturing log files, leveraging knowledge articles, shadowing end users, and testing workflows
Documentation of issue, investigation, and customer interaction
Basic understanding of different products, solutions, and/or features within the application
Triage and escalation, when necessary, of unresolved issues
Answer and place internal and external calls via contact center solution
Provide exceptional customer service and deliver upon team based goals and expectations