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Overview:
The incumbent in this position acts as a subject matter expert (SME) in assigned unit, fields questions from staff, is able to provide appropriate issue resolution and escalation when needed, and assigns work/directs workflows for staff. Assists Supervisor/Manager with coaching, on-the-job training, monitoring work, mentoring new associates and driving results. This position may also serve as a back-up in production. Works with other departments to identify areas of opportunity/performance improvement and recommend solutions.
The incumbent in this position acts as a subject matter expert (SME) in assigned unit, fields questions from staff, is able to provide appropriate issue resolution and escalation when needed, and assigns work/directs workflows for staff. Assists Supervisor/Manager with coaching, on-the-job training, monitoring work, mentoring new associates and driving results. This position may also serve as a back-up in production. Works with other departments to identify areas of opportunity/performance improvement and recommend solutions.
Responsibilities:
In this role you will:
Act as First point of contact for escalated calls and requests
Responsible for the Assignment of work to Associates
Maintain Daily Boards updates-metrics, messages
Monitor and/or complete production, as applicable
Manage payer, provider and patient complaint resolution.
Work with supervisors and staff employees to drive efficient call volume activity and management.
Work with supervisors to create efficient work plans and daily assignments.
Support cross-functional process improvement efforts.
Keep abreast of technological and industry developments
Must perform other duties as required or assigned.
SECONDARY RESPONSIBILITIES
Promote staff reliability
Encourage frequent communication among all staff members
Must respond to calls/e-mails in a timely manner
Be proficient with entering information into CART system
Projects/spreadsheets – across all operations
Act as a resource for Customer Service Representatives, line staff-research process issues
Monitor sensitive State Reports
Develop and administer operational policy.
Qualifications:
You should reach out if you have:
High School Diploma or the equivalent plus one year of experience in an Operations role.
Knowledge of basic spreadsheet, word processing, and data entry with speed and accuracy is required.
Possess excellent communication (verbal/written), organizational and interpersonal skills.
Ability to manage multiple tasks, be detail oriented, be responsive, and demonstrate independent thought and critical thinking.
Strong organizational and interpersonal skills and be able to effectively manage and prioritize multiple tasks, and demonstrate independent thought and critical thinking skills.
Ability to be detail oriented, be responsive, problem-solve difficult situations with internal and external customers and with process and/or systems issues.
What we offer:
Salary Range: Up to $20/hour plus bonus incentives
Full range of benefits including Health, Dental and Vision with HSA Employer Contributions and Dependent Care FSA Employer Match.
Generous PTO, 401K Savings Plan, Paid Parental Leave, free on-demand Virtual Fitness Training and more.
Advancement opportunities, professional skills training, and tuition Reimbursement
Great culture with a sense of community.
CareCentrix maintains a drug-free workplace.
#IDCC
We are an equal opportunity employer. Employment selection and related decisions are made without regard to age, race, color, national origin, religion, sex, disability, sexual orientation, gender identification, or being a qualified disabled veteran or qualified veteran of the Vietnam era or any other category protected by Federal or State law.
