Provider Support Agent (Business to Business)

 Are you EPIC?
Do you have the ability to demonstrate, understand and apply HFD’s core purpose and
values in all that you do? At HFD our core purpose is to help the underserved live healthier. In order to accomplish this mission, we must ensure that our team is aligned with our E.P.I.C. values:

• Excellence: Always exceeding expectations!
• Passionate: Executing with boldness!
• Innovative: Pioneering a better way!
• Collaborative: Together we win!

The EPIC Provider Support Agent we are looking for:
The Provider Support Agent, also known as the B2B (Business to Business) or Merchant Support Department, is responsible for communicating with business partners (providers) that HFD supplies lending products to, as well as their personnel, via phone, email, and chat. They share information, respond directly to issues or concerns, and monitor compliance with procedures and policies. Reporting to the Team Lead, the support agents should remain analytical, supportive, and prepared to act as a resource to our business partners and customers. 

As a Provider Support Agent, you will:

• Understand business partners’ unique integration and configurations with HFD and prepare for business partner interactions by studying products, services, and Provider Support processes. 
• Following standard operating procedures to contact HFD’s business partners via phone calls, chats, and emails and respond timely to providers’ inquiries and needs. 
• Analyze information and evaluate results to choose the best solution and solve problems. 
• Assist our business partners with troubleshooting and customer account origination issues.  
• Ensure all tasks, emails, correspondence, and research functions are handled with SLA and compliance standards. 
• Identify trends and escalate issues to Lead timely, for minimizing corporate risk, enhancing the customer experience, and adherence to root cause policies and procedures. 
• Maintain up to date knowledge of B2B (Business to Business)/Provider Support policies and procedures. 
• Maintain the highest level of quality and collaboration with every interaction. 
• Ensure work is accurate, complete, and delivered in a timely manner according to Standard Operating Procedures (SOP) guidelines. 
• Report weekly to Team Lead detailing accomplishments, areas for improvement, clear performance goals, and effectiveness of systems. 
• Additional responsibilities as needed. 

• Related practice experience and/or Customer service experience
• Excellent communication, interpersonal, and problem-solving skills 
• Ability to pay close attention to detail and be self-motivated.  
• Proficient in Microsoft Office 
• Weekend availability required
• Shift differential for evening, night and weekend hours.

 Hours of operation: 

• Sunday & Saturday - 4:30am-6:00pm (PST)
• Monday - Friday - 4:30am-7:00pm (PST)