Call Center Representative

• Oversee day-to-day administrative operations, including staff supervision, office management, scheduling, and resource allocation.
• Develop and implement policies, procedures, and workflows to support departmental and organizational efficiency.
• Collaborate with leadership on strategic planning, process improvement, and performance initiatives.
• Manage departmental budgets, monitor expenditures, and ensure cost-effective use of resources.
• Coordinate communication across departments and serve as a liaison between the administrative and clinical teams.
• Ensure compliance with applicable regulations, accreditation requirements, and internal policies.
• Support onboarding, training, and development of administrative staff.
• Lead or participate in committees and projects focused on operational improvement, patient experience, or employee engagement.
• Prepare reports, dashboards, and documentation to support decision-making and performance monitoring.

Administration Manager – Orthopedics, Ambulatory Contact Center

• Provide Telephony & Routing Analytics Support across inbound, outbound, and IVR call flows.
• Maintain and monitor key workforce and telephony KPIs to inform short- and long-term capacity models, including handle time, utilization, shrinkage, and volume trends.
• Manage and support the flow of telephony and interaction data from NiCE platforms into Enterprise Data Analytics environments.
• Identify, investigate, and resolve data discrepancies between telephony platforms, workforce systems, and downstream reporting.
• Execute ad hoc reporting requests to support leadership inquiries, operational reviews, and cross-functional initiatives.
• Deliver Workforce & Operational Insights by analyzing agent performance, volume patterns, and routing outcomes to surface risks and opportunities.
• Support TFN, IVR, and Telephony Structure by validating routing logic, number assignments, hours of operation, and queue configuration.
• Proactively flag routing anomalies, call distribution issues, or performance irregularities and partner with Operations, Technology, and Platform teams on remediation.
• Contribute to documentation of data definitions, KPI logic, and telephony reporting standards to promote consistency and transparency.

Manager, Contact Center Operations – Insights

• Ensures that the patient experience in accessing healthcare at BILH is efficient and welcoming
• Performs a variety of functions to support an accurate, safe, and customer-focused registration process
• Handles patient questions and requests accurately and efficiently
• Completes the Medicare Secondary Payer Questionnaire for each patient
• Counsels patients regarding non-covered services

Patient Access Representative

• Respond promptly and professionally to guest inquiries through phone, email, and live chat, making sure to provide accurate information and solutions that meet their needs
• Create positive connections with guests by actively listening, showing empathy, and genuinely caring about their concerns
• Investigate and resolve guest issues, taking ownership and following through to ensure a satisfactory resolution. If needed, escalate complex cases to the appropriate team members or supervisors
• Become an expert on Level99’s offerings, staying up-to-date on new challenges, events, and daily operations and using that knowledge to address guest questions and provide recommendations
• Maintain accurate records of guest interactions, including inquiries, complaints, and resolutions, ensuring guest profiles and databases are up-to-date
• Work closely with management to share guest feedback
• Continuously identify areas for improving Guest experience processes, suggesting solutions to enhance the overall guest experience
• Maintain a positive, upbeat, pro-active attitude and inspire the same in co-workers
• Other duties, as assigned

Guest Experience Ambassador – Call Center

• Manage a high volume of inbound and outbound calls
• Provide exceptional customer service
• Schedule patient appointments accurately using the organization's EMR system
• Assist patients in rescheduling or canceling appointments
• Verify and update patient demographic and insurance information
• Document all patient interactions and maintain accurate call records
• Collaborate with clinical staff and other departments to ensure a seamless patient experience
• Follow HIPAA regulations to maintain patient confidentiality and data security

• Design, develop, and maintain NICE inContact or CXone Studio scripts and call flows.
• Develop custom scripts and integrations using NICE CXOne Studio, with a focus on integrations with Salesforce, Microsoft Dynamics, and third-party systems via APIs.
• Lead the implementation and support of CCaaS (Contact Center as a Service) solutions.
• Develop and improve technical standards for development, including coding standards and best practices.
• Conduct testing and validation to ensure performance, scalability and reliability of the platform.
• Provide Tier 3 support and act as a subject matter expert for NICE inContact technologies.
• Work with internal and external stakeholders to translate business needs into requirements and deliver scalable solutions.
• Monitor system performance, troubleshoot issues, and ensure high availability.
• Maintain documentation, SOPs, and training materials for internal teams.
• Stay current with emerging technologies and recommend improvements to enhance the contact center experience.
• Participate in code reviews, testing, and continuous integration processes.
• Assist in estimating and planning throughout the software development life cycle.

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