Will this position be required to work onsite for any reason at any time? Yes, currently our department works onsite one day a week, and additional days as needed.

Engagement Description – Resource responsible for oversight of an outbound call campaign and coordination between Service Operations teams, Senior Health Services team and vendor teams. Duties include:

• Provisioning access to support the outbound call program

• Serving as a liaison between SHS, vendor and SO teams

• Lead meetings, such as, call calibrations, weekly touchpoints, performance meetings,

• Provide weekly performance reporting

• Monitor performance and request corrective action as appropriate

Top 3 Required Skills/Experience –

• Project Management

• Call center experience

• Leadership and analytical experience with data / operations

Required Skills/Experience – The rest of the required skills/experience. Include:

• Excellent analytical, organizational, problem solving, verbal and written communication skills.

• Knowledge of project management tools and methodologies.

• Ability to work independently, within a team environment and with multiple priorities.

• Proficient in current industry standard PC applications and systems (e.g., Access, Excel and Word).

• Ability to work closely with the technical support team in understanding and resolving systems issues.

• Ability to develop, implement, and monitor policies, procedures, and customer service alerts.

• Support vendor in achieving performance management, KPIs and SLAs.

• Onboard and train vendor leaders or vendor trainer, as needed.

Preferred Skills/Experience – Optional but preferred skills/experience. Include:

• Health care experience

• Three or more years experience in related field

Education/Certifications – Include: Bachelors degree in related field required.

Category Project Management

Function Information Technology

Req ID JN -102024-121629