Integration Support Specialist
States we employ in: AL, AZ, CO, FL, GA, IL, IN, KY, MD, MO, NC, OH, SC, TN, TX, VA, WI, WV. In order for your candidacy to be considered, you must have established residency in one of these states or being willing to relocate.
The Integration Support Specialist is able to support the contact centers effectiveness by reviewing customer satisfaction reports, surveys, calls, chat transcripts, system notes, and complaint logs and turn the information into actionable recommendations.
Essential Job Duties & Responsibilities
Reduce the amount of repeat calls coming into the contact center, by providing operations with process improvement strategies designed to improve customer and staff usability using industry best practices
Performing research and drawing accurate conclusions of how processes are currently working and document recommendations that would enhance for increased productivity and customer experiences
Driving the business integration projects by effectively liaising with project managers, subject matter experts, marketing teams, contact center operations, and/or management to ensure that results are achieved and deadlines are met
Collecting, studying, interpreting, and validating data and translate their findings into easy to understand reports or presentations for management, eg: customer service data, monitoring observations, call recordings, email / chats transcripts, process maps, and reports
Demonstrating a change management aptitude and seeking the next best way of doing things, challenging the status quo
Solving problems that directly involve an organization’s customers
Developing feedback questionnaires that customers can use to describe the contact centers quality of services
Developing and maintaining a thorough working knowledge of all MSR level functions
Supporting the operation through business processes and practices designed to support employee retention, productivity, profitability, and customer satisfaction.
Handling critical time sensitive issues with urgency and accuracy, assess risks, and work to resolve; escalate anything with the potential to do harm the membership or ministry to applicable stakeholders
All other duties as assigned
Essential Skills & Abilities
Blend of good writing, speaking, and presentation skills to draft analysis reports with clarity and present statistical information in an easy to understand manner.
Ability to read, comprehend, and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals
Ability to write and analyze routine reports and correspondence
Ability to speak effectively with members, providers, and/or associates of the organization
Ability to deal with problems involving several variables in standardized situations
Basic proficiency in Microsoft Office (Word, Outlook, and Powerpoint)
Intermediate proficiency (or greater) of Microsoft Excel
Demonstrable knowledge of in-depth research practices and/or software such as SPSS
Verbal, written and interpersonal communication skills
Strong motivational skills with a process improvement mindset
Strong Organizational skills
Use of the internet including e-mail and search engines
Word processing and keyboard skills of at least 40 words per minute
Ability to use a database system including how to update fields
Knowledge of a document imaging system
Core Competencies/Demonstrable Behaviors
Integrates – explains, drives, and measures usage of new processes and strategies to help solidify effectiveness of process improvement initiatives
Problem Solves - works directly with customers and staff, helping to troubleshoot issues and resolve customer dissatisfaction, then turn that negative customer experience into positive proactive best practices for future customers and integrate those strategies within the contact center operation
Collaborates – builds partnerships and works collaboratively with others to meet objectives. This role requires a high level of internal customer interaction to meet objectives
Manages Conflict – handles conflict situations effectively.
Interpersonal Savvy – relates openly and comfortably with a diverse group of people.
Drives Results – consistently achieves results, even under tough circumstances and tight deadlines.
Situational Adaptability – adapting approach and demeanor in real time to match the shifting demands of different situations, stays calm under pressure.
Courage – ability to have tough conversations and deliver accurate advice and decisions regardless of risk or potential criticism
Self governs - works well with minimal supervision and is highly organized
Education and/or Experience
High school diploma or GED with 2 years’ customer service or front office medical experience required
1-3 years’ in Member Service Representative role preferred
Certificate level education (or greater) in medical billing preferred
Please complete form at https://boards.greenhouse.io/christiancareministry -to apply for this job directly - mention CFEC.org job posting.