Senior Customer Service Specialist
Oracle · Posted Nov 2
Cloud infrastructure, enterprise software, database systems, and AI-powered business applications
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About the role
The Oracle Health Patient Portal team provides frontline support to patients using Oracle Health applications. This role handles patient inquiries via phone, ticketing, and electronic channels, performing basic technical troubleshooting and escalating complex issues. The specialist documents interactions and follows HIPAA and Oracle Health policies.
What you will do
- 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.
- 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.
Skills used in this role
Benefits and support
- Compensation and benefits are detailed in the job posting
About Oracle
Oracle Corporation is a multinational computer technology company specializing in cloud-engineered hardware, enterprise software, and database management systems. It provides comprehensive cloud solutions such as Oracle Cloud Infrastructure (OCI) and Oracle Cloud Applications (OCA) to power digital transformations globally. Headquartered in Austin, Texas, Oracle is a major player in enterprise AI integration and database solutions.
- Industry
- Cloud Computing
- Company size
- 141000 employees
- Founded
- 1977
- Location
- Austin, Texas, USA
- Funding stage
- Public Company
Funding
Public Company · $56B raised
- 2025-10-24Post IPO Debt$18B
- 2025-02-03Conventional Debt$18B
Leadership
Lawrence J. Ellison
Chairman of the Board and Chief Technology Officer
Clay Magouyrk
Chief Executive Officer
Mike Sicilia
Chief Executive Officer
Hilary Maxson
Chief Financial Officer
Jae Evans
Global Chief Information Officer and Executive Vice President
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