Support workforce planning, forecasting, scheduling, and queue management across a 24/7 healthcare contact center to meet service level goals.
Analyze contact center metrics and telephony data to identify trends, optimize operational performance, and provide actionable recommendations.
Administer and troubleshoot contact center telephony platforms, including Genesys Cloud, while collaborating with cross-functional teams to improve efficiency.
Curana Health is a national leader in value-based care for senior living communities and skilled nursing facilities, offering on-site primary care, Accountable Care Organizations, and Medicare Advantage Special Needs Plans. Founded in 2021, the company serves 200,000+ seniors across 1,500+ communities in 32 states with a team of 1,000+ clinicians and professionals, and was ranked #147 on the Inc. 5000 list of fastest-growing private companies.
Monitor real-time contact center performance metrics to ensure service reliability.
Execute intraday workforce adjustments to respond to demand fluctuations and operational challenges.
Analyze data and create dashboards to communicate performance trends and drive improvements.
Our partner is a healthcare-focused organization dedicated to improving patient access and experiences through optimized customer service operations. They operate in a fast-paced, regulated environment, leveraging AI-enabled tools and a collaborative culture.
Oversee workforce development and optimization for all contact center lines of business, including forecasting and scheduling.
Ensure service level targets, maintain headcount, and manage scheduling software and telephony platforms.
Monitor contact center telephony, implement workflows, and manage queue delegation for outbound projects.
Curana Health is a national leader in value-based care for senior living communities and skilled nursing facilities, offering solutions like on-site primary care and Medicare Advantage plans. Founded in 2021, we've grown to serve 200,000+ seniors across 1,500+ communities with a team of over 1,000 clinicians and professionals, ranked #147 on the Inc. 5000 list.
Support accounts as the operational point of contact between customers and internal service delivery teams.
Provide phone and email support to external customers by answering questions, resolving problems, and proactively educating customers.
Handle daily workflows to meet KPI and QA metrics; accurately document all work and customer interactions.
Global Healthcare Exchange (GHX) enables better patient care and billions in savings for the healthcare community by maximizing automation, efficiency and accuracy of business processes. GHX is privately owned, operates in the United States, Canada and Europe, and employs more than 1000 people worldwide.
Support analytical operations of Provider Services by performing data analyses and creating reports.
Evaluate provider network adequacy and performance via data modeling, analysis, and reporting.
Complete reports and projects for teams like Provider Services, Client Services, Implementation, and Sales.
Navitus is a pharmacy benefit manager (PBM) alternative committed to reducing drug costs and making medications more affordable. They value diversity, creativity, and growth, and focus on excellent service.
Provide technical configuration, best practice guidance, and customized training to customers for CXone Agent products.
Serve in a consultative capacity, managing customer expectations and ensuring desired business outcomes.
Maintain expertise in contact center technologies and mentor team members.
We are NICE, a global software company providing AI-powered solutions for customer experience, financial crime, and public safety. With over 8,500 employees across 30+ countries, we are an innovation powerhouse that excels in AI, cloud, and digital.
Takes incoming calls from members and navigates tools to resolve inquiries.
Maintains high service levels and meets performance targets.
Participates in training to develop product knowledge and skills.
Velera is a premier payments credit union service organization and integrated fintech solutions provider serving over 4,000 financial institutions. The company fosters a people-helping-people culture with a remote-first, inclusive environment.