Senior Customer Service Specialist

Senior Customer Service Specialist

As a Senior Customer Service Specialist, you will provide frontline support to patients using the Oracle Health Patient Portal. You will use strong customer service, communication, and basic application support skills to assess, investigate, and resolve customer questions, issues, and service requests through phone, ticketing, and other electronic channels.

You will work directly with patients to understand their needs, document customer interactions and troubleshooting activities, and perform basic technical troubleshooting to resolve issues whenever possible. You will also triage and escalate unresolved or more complex issues to the appropriate teams, requiring a foundational understanding of Oracle Health applications, products, solutions, and features.

This role involves semi-routine work in a fast-paced environment and requires the ability to work both independently and collaboratively. You will be expected to follow established processes and service expectations while adhering to applicable regulatory requirements, including HIPAA, as well as Oracle Health policies, procedures, and customer-specific requirements.

Responsibilities

In this role, you will:

• Respond to Oracle Health Patient Portal inquiries through phone, ticketing, and other supported electronic channels.
• Answer and place internal and external calls using the contact center solution.
• Deliver professional, empathetic, and exceptional customer service to patients and other Oracle Health customers.
• Create, manage, and resolve customer incidents and service requests accurately and within established service timelines.
• Perform basic technical troubleshooting, including gathering relevant information, using available troubleshooting tools, reviewing or capturing log files, leveraging knowledge articles, shadowing end users, and testing workflows.
• Clearly and accurately document customer-reported issues, troubleshooting and investigation activities, actions taken, and customer interactions.
• Develop and maintain a foundational understanding of applicable Oracle Health products, solutions, features, and workflows.
• Triage customer issues and escalate unresolved or more complex issues to the appropriate team when necessary.
• Ensure appropriate internal and customer follow-up is completed within established timelines.
• Collaborate with team members and internal partners to support timely and effective issue resolution.
• Follow Oracle Health policies, procedures, customer requirements, and applicable regulatory and privacy requirements, including HIPAA.
• Contribute to team goals, service-level expectations, and customer experience objectives.

Training & Development

As part of the Client Services Academy (CSA), you will participate in a structured onboarding and training program designed to build knowledge of Oracle Health applications, technologies, and support methodologies.

During training, you will:

• Work alongside experienced support professionals.
• Gain hands-on experience supporting real-world client scenarios.
• Develop technical troubleshooting and workflow analysis skills.
• Begin meaningful project work while building a foundation for long-term career growth within Oracle Health Support.

Qualifications

Minimum Qualifications

• Associate's degree, Bachelor's degree, or technical degree preferred.
• 2+ years of professional experience in customer service, technical support, healthcare, or a related field.
• At least 1 year of call center and/or phone-based technical support experience.
• Basic technical troubleshooting skills and the ability to learn healthcare technology systems.
• Strong customer service, communication, and problem-solving skills.

Schedule Expectations

Candidates must be available to support one of the following Central Time (CT) schedules:

5-5-4 Schedule Options

Night Shift

• 7:00 PM – 7:00 AM CT

Qualifications

Disclaimer:

Certain U.S. based or U.S. customer or client-facing roles may be required to comply with applicable requirements, such as immunization/occupational health mandates, and/or drug testing requirements. Range and benefit information provided in this posting are specific to the stated locations only.

US: Hiring Range in USD from $19.09 to $36.35 per hour; from: $39,700 to $75,600 per annum.

Oracle maintains broad salary ranges for its roles in order to account for variations in knowledge, skills, experience, market conditions and locations, as well as reflect Oracle's differing products, industries and lines of business.

Candidates are typically placed into the range based on the preceding factors as well as internal peer equity.

Oracle US offers a comprehensive benefits package which includes the following:

• Medical, dental, and vision insurance, including expert medical opinion
• Short term disability and long term disability
• Life insurance and AD&D
• Supplemental life insurance (Employee/Spouse/Child)
• Health care and dependent care Flexible Spending Accounts
• Pre-tax commuter and parking benefits
• 401(k) Savings and Investment Plan with company match
• Paid time off: Flexible Vacation is provided to all eligible employees assigned to a salaried (non-overtime eligible) position. Accrued Vacation is provided to all other employees eligible for vacation benefits. For employees working at least 35 hours per week, the vacation accrual rate is 13 days annually for the first three years of employment and 18 days annually for subsequent years of employment. Vacation accrual is prorated for employees working between 20 and 34 hours per week. Employees working fewer than 20 hours per week are not eligible for vacation.
• 11 paid holidays
• Paid sick leave: 72 hours of paid sick leave upon date of hire. Refreshes each calendar year. Unused balance will carry over each year up to a maximum cap of 112 hours.
• Paid parental leave
• Adoption assistance
• Employee Stock Purchase Plan
• Financial planning and group legal
• Voluntary benefits including auto, homeowner and pet insurance

The role will generally accept applications for at least three calendar days from the posting date or as long as the job remains posted.

Career Level - OP4