Under the supervision of the Operations Manager, the Operations Specialist is primarily responsible for daily tasks involved with the operation of the Member Engagement department. This would include, but is not limited to, the onboarding and credentialing of new hires, systems monitoring and reporting, coordination with the Workforce Management team, ad-hoc leadership requests, third-party vendor collaboration, and system assignments/terminations. He/she will communicate regularly with both Member Engagement, Technology, WFM, and Business Intelligence representatives and leadership in order to monitor and drive results. This role must be willing to work with Technology, Business Intelligence, and third-party vendors on the development of new reporting and system enhancements

What will you do?

Manage the onboarding/credentialing of new hires including hardware shipment, 1st-day communication related to training classes, initial PC configuration, and log in.
Handle offboarding process for terminated employees (system deactivation and system access) through various systems.
Oversees resolution of minor system issues isolated to end-user equipment and/or software. Examples include home network stability, audio troubleshooting, softphone application support, or hardware issues such as mice, keyboard, headsets, monitors, etc.
Submit and internally track the status of system-related requests (Credentials, site rosters, and system access)
Communicate status of open requests, reporting and functionality developments, and other pertinent information to Member Engagement leadership.
Develop a deeper understanding of relevant system applications in order to become/maintain status as an administrator.
Work directly with Technology, Business Intelligence, WFM, and third-party vendors to keep abreast of development initiatives.
Assist with the coordination of user acceptance testing. Compile results for Technology and Member Engagement departments.
Attend all relevant Member Engagement, Technology, Business Intelligence meetings and take notes for general documentation and communication to Member Engagement leadership.
Complete reports as requested by Member Engagement, Technology, Business Intelligence departments, as well as third-party vendors.
Assist/coach/coordinate with other team members
Attend training sessions to acquire/enhance skills related to programs offered
Perform other incidental and related duties as required
We are looking for someone with

A College degree, or 4 years of relevant work experience
Previous scheduling and/or call center experience required
Experience working with Call Center Technology systems highly preferred
At least 2 years successful professional work experience, with the solid time management skills.
Advanced understanding of call center or sales environment preferred.
Data-driven troubleshooting experience preferred.
Comfortable working with quantitative data.
Basic understanding of relational database functionality preferred.
Intermediate skills in MS Office, particularly Excel.
Fluency in speaking, reading, and writing English.
Good verbal and written communication skills, as well as the ability to work collaboratively with other departments and functional areas.
Proven ability to prioritize and multi-task.
Strong critical thinking, analytical, and data entry skills.
Assist Member Engagement leadership with the daily operation of the call center including the development, analyses, and implementation of staffing, training, and scheduling through the use of various internal systems.
Evaluate processes and procedures to suggest methods to improve area operations, efficiency, and service all customers.
About Us:

Signify Health is helping build the healthcare system we all want to experience by transforming the home into the healthcare hub. We coordinate care holistically across individuals’ clinical, social, and behavioral needs so they can enjoy more healthy days at home. By building strong connections to primary care providers and community resources, we’re able to close critical care and social gaps, as well as manage risk for individuals who need help the most. This leads to better outcomes and a better experience for everyone involved.

Our high-performance networks are powered by more than 9,000 mobile doctors and nurses covering every county in the U.S., 3,500 healthcare providers and facilities in value-based arrangements, and hundreds of community-based organizations. Signify’s intelligent technology and decision-support services enable these resources to radically simplify care coordination for more than 1.5 million individuals each year while helping payers and providers more effectively implement value-based care programs.

To learn more about how we’re driving outcomes and making healthcare work better, please visit us at www.signifyhealth.com.