A Day in the Life of Our Customer Support Team
Below is an article originally written by Jessica Behrendsen at PowerToFly Partner CoverMyMeds, and published on October 2, 2017. Go to CoverMyMeds' page on PowerToFly to see their open positions and learn more.
We're looking for folks who have a passion for helping others and want the opportunity to work alongside some truly brilliant and hard-working individuals.
This is how we bill the job for our customer support team and the content is a direct result of the individuals we've already gathered. A valued position in the company, our support team is on the front line, helping doctors, nurses, pharmacists and their staff get the most out of their experience with CoverMyMeds, and ensuring patients get the medication they need to live healthy lives.
We sat down to chat with a few current and former members of the team, Ashley, Caleb, Melissa and Lauren, to get the story on what the job entails and why it's such a popular position. (Spoiler alert: They unanimously agree, it's the people that make this an incredible place to work.)
CoverMyMeds: Thanks for chatting with us, guys! Can you give an overview of your role at CoverMyMeds?
Ashley Trede: I am an account coordinator, which means I help users that call our support line or chat in via our website. When users reach out to us it could be anything from helping choose the correct form, to answering questions regarding features on their CoverMyMeds account. I also work on a few other support projects and assist in the training.
Melissa Richardson: As an account coordinator/specialist-hybrid, my position is a unique blend of normal coordinator duties of inbound support for our users and being a resource of internal support for the account specialist team.
Caleb Ray: I'm an account coordinator, which comes with a variety of intriguing duties — inbound support can mean helping a user successfully submit their first prior authorization (PA), answering questions about CoverMyMeds' features and benefits, why they should create an account and even on occasion, lending an open ear to a user having a rough day. It never gets boring!
Lauren Schneider: I'm an events coordinator on the marketing team, I transitioned from the support team about six months ago. My focus is planning strategies and appearances at trade shows and conferences. With my role, I can work with all four verticals of the business.
CMM: What's the best part of being on our customer support team?
AT: One of the best parts of being on the Support team is being on the front line and helping our users. I have the chance to assist from the beginning of the PA process to the end. Helping users also leads to collaborating with different verticals outside of the Support Team, which is a great opportunity to learn more about what each department does and how the company runs!
MR: Knowing at the end of the day, the work you have done will help other people live healthier lives. There are a lot of jobs out there in the world, but not all of them can give you the satisfaction of helping people daily.
LS: It's such a fun group of people to work with. It's always a great time because there is always great people around you.
CMM: Do you feel like you have the tools & support for growth within CoverMyMeds?
LS: Yes! It was my goal from the day I started at CoverMyMeds to learn about the industry and use that knowledge to further my career. With the direction of my support supervisor, I met with co-workers from each vertical to learn how the support team affects their vertical and how they work with marketing to accomplish objectives. That's how I found my way to marketing.
It was great working on support and learning the nitty-gritty of PA. I gained first-hand experience on how CoverMyMeds makes prescribers' lives easier and patients' lives better. I had not worked in health care before, so seeing it first hand was really the best way to learn what the company does. Now, going to trade shows, when providers ask about the benefit of CoverMyMeds and how it works, I'm very equipped to talk to them about our solution.
CR: I started at CoverMyMeds as an account specialist and transitioned within the department to an account coordinator. I could not have done this without the support and guidance of my supervisor and the rest of our support leadership team. One-on-one meetings are a standard practice, but CoverMyMeds makes sure these meetings are valuable.
The usual leadership barriers you see in other companies don't exist here so it's not surprising the support team does an amazing job at supporting our team. Core Values aren't uncommon, but at CoverMyMeds we truly embrace them daily.
CMM: What's your favorite part about working at CoverMyMeds?
LS: The people! It's an awesome feeling to come to work every day and be surrounded by passionate people that support you and want you to be successful.
MR: My coworkers! I love working for a company that employs such intelligent and interesting people. Everyone is helpful and kind. I know I cannot have a bad day in a company with such wonderful individuals.
AT: Being surrounded by brilliant, hard-working people who are passionate about their work.
CR: The location, the mind-blowing lunches our culinary team create, our dedicated and supportive executive leadership; however, at the end of the day, it comes back to our Core Values.
Interested in applying for a position on the support team? We're Hiring!
It's been six years since Sarah Cooper graced us with her 10 Tricks to Appear Smart in Meetings. But how on earth can we appear smart in our new virtual world, in which for many of us, going to work is just sitting in one long series of probably-not-necessary Zoom meetings?
1. Dial in.<p>Dialing in rather than joining via the link instantly boosts your credibility. Who calls into Zoom meetings? People who are still busy and important enough to be leaving their houses! But you needn't actually be one of those people, or even more than a foot away from your computer to pull off this maneuver. (Remember, this article is called *seeming* smart, not being smart.)</p><p><strong></strong><em>Bonus: </em>If it's a large meeting at which attendance will be taken, the person running the meeting will inevitably ask, "Who's calling in from 443-322-2121?" That's when you raise your metaphorical hand, jump off mute, and say "[Your name] here. Really looking forward to hearing your perspective on [meeting topic]." And voila! You've stolen the meeting spotlight.</p>
2. Don't come on camera—ever.<img lazy-loadable="true" src="https://assets.rebelmouse.io/eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpbWFnZSI6Imh0dHBzOi8vYXNzZXRzLnJibC5tcy8yMzQ0ODU5OS9vcmlnaW4ucG5nIiwiZXhwaXJlc19hdCI6MTYzNjMwNjI3OX0.4fLyq2CvkZAJ7n_03esZepY37mOdyGdDdTEUYt5XEU0/img.png?width=980" id="bc7e6" class="rm-shortcode" data-rm-shortcode-id="fbbf21cc5d8c863b30654ae6993b04f5" data-rm-shortcode-name="rebelmouse-image" /><p><br></p><p>Much like the "dial in," this technique works because it makes you appear aloof. If <em>The Crown has </em>taught me anything, it's that the key to maintaining a sense of mystique and prestige is to keep people at arm's length—and if you absolutely <em>must</em> touch them, wear a glove.</p>
3. Only communicate via chat.<p>Once you've mastered the art of staying off camera, you can level up by communicating exclusively via the chat box. Don't come off mute at all, even if the speaker asks your opinion. You are the elusive chatter and you will not be forced into actually participating in said meeting.</p>
4. Ask to share your screen.<p>Being aloof is great, but it's all about balance. Sprinkling in some active participation will really shock and impress your colleagues if you catch them off guard, so save this technique for when you've strategically <em>not </em>participated in a string of meetings.</p><p>Spend a few minutes prior to the meeting prepping a few inspirational slides with words like "synergy," "optimization," and "redefining 'culture'", or spend a few minutes poking around in Google Analytics. </p><p>Then wait for the opportune moment to say, "Can I just share my screen for a moment? I have some really interesting data I'd like to share...." and BAM — brilliance established.</p>
5. Show off your Zoom-saviness.<p>Try saying, "You know you can mute people, right?" to the host when they beg whoever's got the lawn mower and crying baby in the background to put themselves on mute for the nth time.<br></p>
6. Create an alter ego.<p>This tactic requires commitment, but the pay off is certainly worth it. Join the Zoom meeting from your normal account + name, and then join it again on a second device from an alias. Have your alter-ego ask some probing or stat-based questions in the chat and have the answers ready ahead of time. It should work something like this:</p><p style="margin-left: 20px;"><strong>Your alter ego Charlene</strong><strong>:</strong> "Does anyone know what percentage conversion rates increased by in Q2?"</p><p style="margin-left: 20px;"><strong>Real you</strong>: *doesn't miss a beat* "It looks like Charlene has a question in the chat. That would be 36%."</p><div>Never mind that no one on your team knows who Charlene is or why she's at this meeting, they'll be too blown away by your brilliance to notice. (Bonus points if you use this strategy in conjunction with techniques 1, 2, 3 or 4!)</div>
7. Place an obscure object in your background that exudes intelligence.<img lazy-loadable="true" src="https://assets.rebelmouse.io/eyJhbGciOiJIUzI1NiIsInR5cCI6IkpXVCJ9.eyJpbWFnZSI6Imh0dHBzOi8vYXNzZXRzLnJibC5tcy8yMzQ0ODYxOC9vcmlnaW4ucG5nIiwiZXhwaXJlc19hdCI6MTYwNzk5Njg2Mn0.V9_-3Ij3v_QndseqlrXRt5Nn39EJ97-itjls5zzYPf8/img.png?width=980" id="a369d" class="rm-shortcode" data-rm-shortcode-id="604a2f04b53c2e3bc801bfa5256f367b" data-rm-shortcode-name="rebelmouse-image" /><p><br></p><p>We're talking a telescope, or perhaps a hardcover copy of <em>War & Peace </em>(no one need know that its only purpose in your life is as a makeshift yoga block).</p><p>If you don't have any suitable props at your disposal, do not despair: download some screenshots of Sheldon's apartment from <em>Big Bang Theory </em>or the chalkboard in <em>Good Will Hunting </em>and use those as a virtual background.</p>
8. Ask "Is this really the best course of action given the current climate?"<p>Economic collapse, COVID, racism… No need to specify whether you're referring to one or all of the above; just sit back and watch your boss squirm amidst the ambiguity.</p><p>This strategy pairs very well with techniques 2 and 3. You can prep additional vague-but-probing questions ahead of time and pepper them into the chat box throughout the meeting:</p><ul><li>How will this scale?</li><li>Do we really have the bandwidth for this right now?</li><li>What's the value-add here?</li></ul>
9. Remind everyone that you have a paid Zoom account.<p>"Oh, it looks like we're getting the 40-minute warning. I have a paid account, do you want to switch to my room?" It's helpful, with just a touch of condescension. Everyone knows condescending people are smart. And everyone knows that people with paid Zoom accounts are super important.</p>
10. Tell everyone you have a hard stop.<p>When pressed for details, share your philosophy on "work-from-home" balance and how committed you are to getting up once an hour to walk to your refrigerator.</p>
11. Ask the screensharer/host to "pull something up" for everyone.<p>Ask the presenter to navigate to a screen that only you know how to navigate well. Laugh maniacally while they suffer from crippling performance anxiety. Let them struggle for as long as is tolerable before saying, "Oh you know what? I can just share my screen if you want. That would probably be easier." BAM you're the hero. Don't worry, no one will even pause to consider that you could have proposed this course of action from the start.</p>
12. Say Zoom fatigue as many times as possible.<p>If you're too tired to employ any of the other strategies, just say "I know everyone is experiencing a lot of Zoom fatigue, so we can keep this meeting short." Then hang up as quickly as possible. Meeting averted! </p><p>After all, there's no better way to demonstrate your intelligence in a virtual meeting than to demonstrate why it wasn't really necessary in the first place. </p>
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