NOC Specialist

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

Amwell is changing how care is delivered through online and mobile technology. We strive to make the hard work of healthcare look easy. 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