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BPO Operations Specialist
2 months ago
Salary: $22.00 per hour
Role Summary:
As a Business Process Outsourcing (BPO) Operations Specialist at SafeRide Health, you will play a crucial role in our operational framework, ensuring that our BPO collaborators not only achieve but surpass established performance benchmarks. Reporting to the BPO Operations Manager, your responsibilities will include conducting comprehensive performance evaluations of BPO partners and addressing relevant call escalations for our clients. This position is centered on fostering excellence and innovation within our operations as a non-emergency medical transportation facilitator.
Key Responsibilities:
- Partner Oversight:
Ensure that partners adhere to performance metrics and service quality standards. - Monitor compliance with scheduled hours by partners.
- Conduct routine performance assessments of BPO partners.
- Facilitate effective communication between BPO partners and SafeRide Health.
- Operational Oversight:
Guarantee optimal staffing levels and operational efficiency within partner operations. - Collaborate with Health Plans and partners to resolve escalated issues.
- Assist supervisors in upholding service quality standards.
- Additional Duties:
Perform other responsibilities as assigned.
Required Qualifications:
- High school diploma or equivalent.
- Exceptional communication skills (verbal and written) with a proven ability to present, resolve conflicts, and influence effectively in various formats.
- Proven capability to thrive in a fast-paced environment that demands self-sufficiency, teamwork, and strong prioritization skills.
- Proficient in call center software, workforce management applications, and quality monitoring tools.
- Advanced problem-solving abilities, with a history of addressing complex operational challenges.
Ideal Candidate Attributes:
- Minimum of one (1) year of experience in a leadership role within a call center environment.
- Exhibit a positive demeanor and genuine empathy in all interactions.
- Familiarity with health insurance programs (Medicaid, Medicare, NEMT).
- Bilingual; fluent in both English and Spanish.
- Adaptable; able to swiftly adjust to changes in business, strategy, and technology.
- Proficient in various online and mobile technologies.
- Some college/university experience (pre-healthcare experience is a plus).
Job Requirements:
- Must successfully pass a criminal background check.
- Must be a U.S. Citizen.
- Must be available to work flexible shifts, including occasional weekends.
About SafeRide Health:
Driven by our mission to restore access and dignity to care, SafeRide Health is a technology and services organization dedicated to removing barriers in healthcare accessibility. By improving the delivery of non-emergency medical transportation across the nation, we ensure that no patient is overlooked. Our proprietary technology, combined with a comprehensive network of thoroughly vetted transportation providers, empowers payers and health systems to offer cost-effective, on-demand transport solutions, enhancing the patient experience. We proudly serve the largest Medicare Advantage, Medicaid, and provider programs in the country.
