IntellaTriage

Call Center Representative

• Actively monitor all Triage and Nurse Advice Line teams to ensure they are meeting operational metrics.
• Assign and manage phone queues to appropriate agents at the beginning of each shift.
• Manage and post the assignment sheet for weekday shifts.
• Ensure updates are made appropriately and logged correctly as changes occur.
• Manage staffing during the shift to include reassigning queues to manage call flow, finding replacements for call offs, and managing breaks.
• Operate as the first point of contact for any issues during your assigned shift and escalate as appropriate to the Administrator on Call and IT Support.
• Assist with and monitor phone training and staff back-up shifts ensuring completion of evaluation forms.
• Properly maintain the incident log with staff issues, client complaints, and IT issues.
• Manage all shift communication to ensure the clinical operations team is aware of changes and monitor the team chats to make sure questions are being resolved timely.
• Assist in scheduling all off-phone activities such as offline-work, team meetings, coaching, training, etc.
• Work closely with the clinical operations team to analyze and help improve their delivery processes by communicating business impacting trends.
• Monitor real-time adherence and schedule conformance for team members to maintain alignment to demand.
• Participate in triaging ACD related outages by providing contact center information for any events and following up with impact analysis.

Contact Center Supervisor – Weekend Only

Customer Support

• Ensure timely processing of a work queue including scheduling and order fulfillment.
• Schedule/Assign nursing visits for customers within the customer’s EMR system.
• Monitor announcements for changes to on-call schedules and update the system and team accordingly.
• Enter orders for Durable Medical Equipment into the appropriate systems as designated by the customer.
• Process medication refill requests through the pharmacy.
• Complete other administrative tasks as assigned.

Contact Center Supervisor – Weekend Only

Clinical Support Specialist – PM Shift, Rotating Saturdays and Sundays