Call Center Support Specialist, - Dallas, United States - Signify Health

Description

**Call Center Support Specialist,**

at Signify Health Dallas, TX, Remote **Position Overview:**

Under the supervision of the Operations Manager, the Operations Specialist is primarily responsible for daily tasks involved with the operation of the Member Engagement department. This would include, but is not limited to, the onboarding and credentialing of new hires, systems monitoring and reporting, coordination with the Workforce Management team, ad-hoc leadership requests, third-party vendor collaboration, and system assignments/terminations. He/she will communicate regularly with both Member Engagement, Technology, WFM, and Business Intelligence representatives and leadership in order to monitor and drive results. Attendance at all relevant interdepartmental meetings is required, and communication must be captured and communicated to Member Engagement leadership, if applicable. This role must be willing to work with Technology, Business Intelligence, and third-party vendors on the development of new reporting and system enhancements

**Qualifications:**

Diploma

College degree, or 4 years of relevant work experience

Previous scheduling and/or call center experience required

Experience working with Call Center Technology systems highly preferred

At least 2 years successful professional work experience

****Essential Skills/Experience****:****

Advanced understanding of call center or sales environment preferred.

Data-driven troubleshooting experience preferred.

Comfortable working with quantitative data.

Basic understanding of relational database functionality preferred.

Intermediate skills in MS Office, particularly Excel.

Fluency in speaking, reading, and writing English.

Good verbal and written communication skills, as well as the ability to work collaboratively with other departments and functional areas.

Proven ability to prioritize and multi-task.

Strong critical thinking, analytical, and data entry skills.

Assist Member Engagement leadership with daily operation of the call center including the development, analyses, and implementation of staffing, training, and scheduling through the use of various internal systems.

Evaluate processes and procedures to suggest methods to improve area operations, efficiency, and service all customers.

**Essential Characteristics****:**

Advanced understanding of call center or sales environment preferred.

Data-driven troubleshooting experience preferred.

Comfortable working with quantitative data.

Basic understanding of relational database functionality preferred.

Intermediate skills in MS Office, particularly Excel.

Fluency in speaking, reading, and writing English.

Good verbal and written communication skills, as well as the ability to work collaboratively with other departments and functional areas.

Proven ability to prioritize and multi-task.

Strong critical thinking, analytical, and data entry skills.

Assist Member Engagement leadership with daily operation of the call center including the development, analyses, and implementation of staffing, training, and scheduling through the use of various internal systems.

Evaluate processes and procedures to suggest methods to improve area operations, efficiency, and service all customers.

**Essential Job Responsibilities:**

Be on time, ready to work at assigned work location on a daily basis

Manage time effectively

Respond well to coaching and supervision

Be assertive with communication of issues

Submit and internally track status of system-related requests

Communicate status of open requests, reporting and functionality developments, and other pertinent information to Member Engagement leadership

Develop a deeper understanding of relevant system applications in order to become/maintain status as an administrator.

Work directly with Technology, Business Intelligence, WFM, and third-party vendors to keep abreast of development initiatives.

Assist with the coordination of user acceptance testing. Compile results for Technology and Member Engagement departments.

Attend all relevant Member Engagement, Technology, Business Intelligence meetings and take notes for general documentation and communication to Member Engagement leadership.

Become familiar with routine Member Engagement manager responsibilities to ensure ability to assist with Technology reporting and system development activities. Assist Member Engagement managers with the daily activities as requested and time permits.

Assist other departments as needed.

**Additional Job Responsibilities:**

Participate in staff meetings, conference calls, and other meetings, as needed

Complete reports as requested by Member Engagement, Technology, Business Intelligence departments, as well as third-party vendors.

Assist/coach/coordinate with other team members

Attend training sessions to acquire/enhance skills related to programs offered

Maintain a neat, orderly work area

Perform other incidental and related duties as required

Signify Health is helping build the healthcare system we all want to experience by transforming the home into the healthcare hub. We coordinate care holistically across individuals clinical, social, and behavioral needs so they can enjoy more healthy days at home. By building strong connections to primary care providers and community resources, were able to close critical care and social gaps, as well as manage risk for individuals who need help the most. This leads to better outcomes and a better experience for everyone involved.

Our high-performance networks are powered by more than 9,000 mobile doctors and nurses covering every county in the U.S., 3,500 healthcare providers and facilities in value-based arrangements, and hundreds of community-based organizations. Signifys intelligent technology and decision-support services enable these resources to radically simplify care coordination for more than 1.5 million individuals each year while helping payers and providers more effectively implement value-based care programs.

To learn more about how were driving outcomes and making healthcare work better, please visit us at .

#ZIPG&A

#LI-AM1#REMOTE

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