ComPsych

Operations

• Own end-to-end execution of strategic initiatives that reimagine employee experience through digital, real-time, OMNI channels (web, mobile, IVR, chatbot).
• Lead the modernization of legacy, manual processes through intelligent automation, including AI, OCR, RPA, and straight-through processing.
• Translate future-state strategies into executable plans, funding cases, go to market strategies, and governance models.
• Lead initiatives from early concept and business case through implementation, adoption, and value realization.
• Act as the accountable delivery lead for complex, high-visibility programs with material operational and experience impact.
• Partner with Product & Technology and Operations to scale automation responsibly, improving speed, accuracy, and compliance while reducing unit cost and dependency on manual effort.
• Execute the Right Work | Right Role | Right Time workforce model by:
• Defining clear role segmentation
• Ensuring seamless OMNI handoffs when digital resolution is not possible
• Partner with Operations, HR, and Finance to align workforce design, training, and capacity planning to the future-state model.
• Support reinvestment of automation savings into higher-value specialist roles and experience improvements.
• Establish and operate strong program governance, escalation paths, and executive reporting mechanisms.
• Act as a trusted partner to senior leaders, providing clear insights, decision support, and execution intelligence.
• Track and report benefits realization, ensuring value is sustained post-implementation.

Director of Strategic Operations Initiatives – Absence

• Serve as the primary operational point of contact for strategic partners, leading recurring operational reviews and performance syncs
• Foster a culture of accountability, continuous improvement, and "partner-first" thinking across operational teams
• Establish and maintain accountability by tracking partner-identified action items and driving timely execution
• Ensure transparency into operational performance, risks, and improvement initiatives. Act as the Voice of the Partner with Product and Engineering teams, advocating for partner-specific feature enhancements and infrastructure needs
• Translate partner business requirements into clear technical and operational inputs to ensure roadmap priorities address real-world operational challenges
• Develop data-driven narratives that translate operational metrics into strategic insights for Quarterly Business Reviews (QBRs) and executive briefing
• Influence stakeholders through clear storytelling, executive presence and fact-based recommendations
• Confidently present strategies, performance updates, and recovery plans to both C-Suite internal leaders and external partner stakeholders
• Serve as the final escalation point for complex, high-risk partner issues, navigating gray areas to find win-win solutions
• Identify systemic operational gaps and implement long-term structural fixes rather than temporary patches
• Work collaboratively with internal and external stakeholders to resolve any operational issues
• Design and refine operational processes that maximize throughput in claims and minimize call center wait times while preserving quality and empathy.
• Lead, coach and develop teams to ensure consistent, high-performing daily operations
• Optimize workforce management to effectively balance peak demand and service levels
• Drive scalable solutions that support growth without compromising the partner or customer experience
• Other duties and projects assigned
• Travel as necessary

Director of Partner Operations – Absence

Systems Engineer

• Design, implement, and manage Windows-based infrastructure solutions.
• Troubleshoot and resolve complex issues in Windows systems, Active Directory, M365 products, and Azure to ensure high availability and performance.
• Maintain and optimize Azure cloud services, ensuring scalability, security, and performance.
• Provide support for commonly used corporate applications, ensuring smooth operations and quick resolution of issues.
• Manage and deploy patches to Windows OS systems using SCCM.
• Manage SAN storage devices.
• Assist with support of VMware environments, including virtual machine creation and maintenance.
• Collaborate with cross-functional teams to ensure IT infrastructure aligns with other IT and business units.
• Monitor system performance and troubleshoot issues to minimize downtime.
• Manage backups and business continuity solutions.
• Implement and cable new hardware, i.e., servers, storage, etc.
• Document systems configurations, processes, and procedures for future reference and training.
• Stay updated with the latest industry trends and best practices to recommend innovative solutions.
• Other tasks as required.

Customer Support

• Lead, coach, and develop the customer experience team to achieve individual and team performance goals.
• Train and onboard new team members and support ongoing professional development.
• Monitor individual and team KPIs, including call/chat volume, response time, quality, and resolution rate.
• Assist with training initiatives based on performance trends and data insights.
• Handle escalated customer issues, ensuring timely and effective resolution.
• Identify root causes of customer dissatisfaction to improve the overall customer experience.
• Lead customer experience improvement projects and change initiatives.
• Represent Operations in partnership meetings to address customer concerns and provide operational insights.
• Collaborate with Product, Sales, and Engineering teams to communicate customer feedback and influence product/service enhancements.
• Develop and execute strategies to meet company business goals and enhance service delivery.
• Analyze customer trends, compile reports, and provide actionable insights to Operations and leadership.
• Maintain knowledge base and self-service resources to support customers and internal teams.
• Ensure consistent, professional communication across all customer support channels (phone, email, chat).
• Prepare reports on customer trends, team performance, and improvement opportunities.
• Provide trend analyses regarding customer issues and operational procedures.
• Stay current on the latest industry trends, techniques, and best practices in customer experience and support.
• Perform all other duties as assigned to support the team and organizational goals.

Senior Manager of Customer Experience – Absence

• Serve as the primary operational point of contact for strategic partners, leading recurring operational reviews and performance syncs
• Foster a culture of accountability, continuous improvement, and "partner-first" thinking across operational teams
• Establish and maintain accountability by tracking partner-identified action items and driving timely execution
• Ensure transparency into operational performance, risks, and improvement initiatives.
• Act as the Voice of the Partner with Product and Engineering teams, advocating for partner-specific feature enhancements and infrastructure needs
• Translate partner business requirements into clear technical and operational inputs to ensure roadmap priorities address real-world operational challenges
• Develop data-driven narratives that translate operational metrics into strategic insights for Quarterly Business Reviews (QBRs) and executive briefing
• Influence stakeholders through clear storytelling, executive presence and fact-based recommendations
• Confidently present strategies, performance updates, and recovery plans to both C-Suite internal leaders and external partner stakeholders
• Serve as the final escalation point for complex, high-risk partner issues, navigating gray areas to find win-win solutions
• Identify systemic operational gaps and implement long-term structural fixes rather than temporary patches
• Work collaboratively with internal and external stakeholders to resolve any operational issues
• Design and refine operational processes that maximize throughput in claims and minimize call center wait times while preserving quality and empathy.
• Lead, coach and develop teams to ensure consistent, high-performing daily operations
• Optimize workforce management to effectively balance peak demand and service levels
• Drive scalable solutions that support growth without compromising the partner or customer experience.

Director of Absence Partner Operations

Counselor

• Provide short-term counseling and crisis intervention as needed
• Facilitate referrals into the benefit plan or community resources
• Provide supervisory consultations and support for work-related issues
• Monitor employer-related referrals through completion of services
• Manage Critical Incident Stress Management (CISM) debriefings
• Complete employee/management orientations regarding the Employee Assistant Program’s role and services
• Provide training and lunch-and-learn services
• Other duties as assigned

EAP Counselor

Senior Manager, Customer Experience – Absence

Implementation Specialist

• Use independent judgement and discretion to implement AbsenceResources accounts that are newly transitioned from the sales team.
• Establish and build strong working relationships between ComPsych team members and AbsenceResources team members.
• Act as the direct liaison between Human Resources professionals and AbsenceResources during the implementation process.
• Demonstrate a thorough understanding of the assigned accounts' absence policies and related benefits.
• Conduct external training to provide information and guidance on leave of absence compliance to the customer during the implementation process.
• Develop a business and communication plan with Human Resources professionals to successfully promote AbsenceResources services.
• Investigate and resolve account concerns during the implementation process in order to maintain a smooth transition into AbsenceResources services.
• Perform other duties as assigned

Client Implementation Expert

Engineer

• Design, implement, and maintain Genesys Cloud CX solutions, focusing on integration and deployment in a cloud environment
• Configure and manage IVR (Interactive Voice Response) systems, ACD (Automatic Call Distribution), and Workforce Management tools to optimize contact center operations
• Monitor system performance, troubleshoot issues, and provide technical support and resolution for complex incidents related to the Genesys Cloud platform
• Collaborate with cross-functional teams, including IT, Operations – Call Centers, management, and external vendors to ensure seamless functionality and scalability of the contact center systems
• Develop and execute test plans to validate new releases, updates, and deployments in the Genesys environment
• Provide support to end-users and management, empowering them to utilize the system features and capabilities effectively
• Keep abreast of new trends and technologies in the contact center industry, specifically related to Genesys Cloud solutions and workforce optimization
• Document all system configurations, updates, and procedures to ensure consistency and continuity across the platform
• Participate in on-call rotations to support critical system functions outside regular business hours as needed
• Implement, maintain, and support audio/video conferencing hardware and software, including Zoom and Genesys clients
• Promotes standards and procedures
• Manage domestic and international telecommunications vendors
• Reconcile telephone bills to ensure they are on target with the budget and reflect the contracts
• Manage contact center reporting and other related tasks
• Configuration, administration,and maintenance of the RightFax platform
• Provide end-user support for RightFax-related issues, including training users on how to send and receive faxes, troubleshoot fax transmission errors, and manage fax queues
• Setup, user management, including configuration and performance optimization of the Zoom platform, and support to end users, including audio/video troubleshooting
• Other tasks as required.

Senior Genesys Telecom Engineer

Network Engineer

• Build and maintain relationships with the ComPsych network of psychiatrists, psychologists, social workers, and counselors
• Respond to provider inquiries and to internal inquiries relating to the provider network and continue to follow through to completion and resolution
• Negotiate the Provider's rates while complying within ComPsych's established guidelines and procedures
• Resolve provider related complaints and issues in a timely manner
• Document all Provider discussions and ensure that the Provider data in the database is up to date and accurate
• Maintain positive working relationships with our network providers
• Other duties as assigned

Network Specialist – Provider Relations

• Own end-to-end execution of strategic initiatives that reimagine employee experience through digital, real-time, OMNI channels (web, mobile, IVR, chatbot)
• Lead the modernization of legacy, manual processes through intelligent automation, including AI, OCR, RPA, and straight-through processing
• Translate future-state strategies into executable plans, funding cases, go to market strategies, and governance models
• Lead initiatives from early concept and business case through implementation, adoption, and value realization
• Act as the accountable delivery lead for complex, high-visibility programs with material operational and experience impact
• Partner with Product & Technology and Operations to scale automation responsibly, improving speed, accuracy, and compliance while reducing unit cost and dependency on manual effort
• Execute the Right Work | Right Role | Right Time workforce model
• Establish and operate strong program governance, escalation paths, and executive reporting mechanisms
• Act as a trusted partner to senior leaders, providing clear insights, decision support, and execution intelligence
• Track and report benefits realization, ensuring value is sustained post-implementation

Director of Strategic Operations Initiatives, Absence

Attorney

• Telephonically provide legal resources and information to clients on a variety of issues and topics including family law, tenant rights, and consumer issues
• Research various legal topics to ensure the team is up to date on changing legislation
• Assist in the development of new strategies and services to help individuals resolve their legal issues
• Special projects as assigned
• Other duties as assigned

• Written administration and adjustment of Family Medical Leave Act (FMLA), state, and company leaves as mandated by state and federal guidelines and in coordination with our customer’s policies
• Communicate clearly and concisely with Human Resources while identifying their needs and educating them on leave concepts and next steps
• Meet production and quality goals set by the Absence Department
• Maintain complete and accurate documentation of leaves within our proprietary database
• Demonstrate respect, sensitivity, confidentiality, and understanding for the HR/employee circumstance while maintaining professionalism at all times
• Provide accurate, professional, and timely responses to communications from internal and external clients
• Prioritize and organize daily responsibilities in order to meet all deadlines
• Provide innovative ideas that can support the ongoing growth of the Absence Department

Absence Customer Support Expert

Project Manager

• Leads projects from planning through completion, ensuring alignment with company strategy.
• Independently manages project timelines and resources while ensuring compliance with company policies.
• Proactively identifies project risks, develops solutions, and implements corrective actions.
• Provides direction, guidance, and support to project team members.

Project Manager – Absence Operations

• Independently plans, leads, and oversees all phases of absence-related projects, exercising discretion and professional judgement in project design, execution, and completion.
• Applies a thorough understanding of company strategy to manage projects in alignment with organizational goals, growth objectives, and budgetary constraints.
• Interprets, implements, and ensures compliance with company policies, procedures, and SOPs, using independent judgement to support financial and operational initiatives.
• Establishes and defines project goals and deadlines, assigning responsibilities, monitoring and summarizing progress of project.
• Proactively identifies project risks and operational issues, develops solutions, and implements corrective actions to ensure successful outcomes.
• Manages budget, timeline and resources necessary for successful project completion.
• Provides direction, guidance, and support to project team members.
• Determines and works with stakeholders to ensure long-term success.
• Prepares reports for upper management regarding status of project.
• Perform other duties as assigned.