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Customer Support Operations Specialist
2 months ago
Customer Support Operations Specialist
at Signify Health
Position Overview:
Under the guidance of the Operations Manager, the Customer Support Operations Specialist plays a crucial role in the daily functions of the Member Engagement department. Responsibilities encompass the onboarding and credentialing of new personnel, system monitoring and reporting, collaboration with the Workforce Management team, addressing leadership requests, liaising with third-party vendors, and managing system assignments and terminations.
This position requires regular communication with representatives and leadership from Member Engagement, Technology, Workforce Management, and Business Intelligence to ensure effective monitoring and achievement of results. Attendance at all relevant interdepartmental meetings is mandatory, and any significant communications must be relayed to Member Engagement leadership when necessary.
Qualifications:
- High School Diploma
- College degree or 4 years of relevant professional experience
- Prior experience in scheduling and/or call center operations is essential
- Experience with Call Center Technology systems is highly desirable
- A minimum of 2 years of successful professional experience
Essential Skills/Experience:
- Advanced understanding of call center or sales environments is preferred.
- Experience in data-driven troubleshooting is advantageous.
- Comfortable working with quantitative data.
- Basic knowledge of relational database functionality is preferred.
- Intermediate proficiency in MS Office, especially Excel.
- Fluency in English, both written and spoken.
- Strong verbal and written communication skills, with the ability to collaborate effectively across departments.
- Proven ability to prioritize tasks and manage multiple responsibilities.
- Strong analytical, critical thinking, and data entry skills.
The Customer Support Operations Specialist will assist Member Engagement leadership in the daily management of the call center, including the development, analysis, and implementation of staffing, training, and scheduling using various internal systems. Evaluating processes and procedures to recommend improvements for operational efficiency and customer service is also a key responsibility.
Essential Job Responsibilities:
- Arrive on time and prepared for work at the designated location.
- Effectively manage time and respond positively to coaching and supervision.
- Communicate issues assertively.
- Track the status of system-related requests internally.
- Update Member Engagement leadership on the status of open requests and developments.
- Develop a comprehensive understanding of relevant system applications to maintain administrator status.
- Collaborate with Technology, Business Intelligence, Workforce Management, and third-party vendors to stay informed on development initiatives.
- Assist in coordinating user acceptance testing and compile results for the Technology and Member Engagement departments.
- Attend all relevant meetings and document communications for Member Engagement leadership.
- Familiarize with routine Member Engagement manager responsibilities to assist with reporting and system development activities.
- Support other departments as needed.
Additional Job Responsibilities:
- Participate in staff meetings and conference calls as required.
- Complete reports as requested by various departments and third-party vendors.
- Assist, coach, and coordinate with team members.
- Attend training sessions to enhance skills related to offered programs.
- Maintain a clean and organized work area.
- Perform other incidental and related duties as required.
Signify Health is dedicated to transforming the healthcare experience by creating a holistic care environment. By connecting individuals with primary care providers and community resources, we aim to close critical care gaps and improve outcomes for those in need. Our extensive network, powered by thousands of healthcare professionals, enables us to simplify care coordination for millions each year.
To learn more about our mission and impact, please visit our website.
