Call Center Representative

• Provide operational oversight of all Contact Center services
• Lead, direct, and manage a team of Call Center Supervisors
• Monitor compliance with referral processes and security directives
• Review and analyze SLA performance data and quality indicators
• Provide coaching and performance oversight to supervisory staff
• Ensure adherence to contractual and program standards

Contact Center Operations Manager

• Own national phone performance against OKR targets (answer rate, speed to answer)
• Manage bi-weekly phone data review cadence, partnering with Data Analyst to generate data insights
• Manage Contact Center platform administration and evaluate/implement changes to improve performance.
• Identify and resolve staffing gaps, escalation patterns, and training needs
• Partner with Regional Operation Leads on market-specific phone issues, including investigations that surface from complaints.
• Serve as point person for operational system changes impacting front desk/member services workflows (e.g., EHR rollout, new scheduling tools, navigator)
• Lead project management for assigned initiatives: timelines, stakeholder communication, training rollout
• Act as liaison between Ops, IT, and Clinical teams during implementations
• Collaborate with the Ops Analyst to document process changes and roll out training to Operations staff.

Manager, Contact Center and Systems Operations

• Serve as the primary point of contact via telephone with customers
• Handle all call types and save/sell appropriate services to customers
• Achieve daily, weekly, and/or monthly sales and retention goals
• Understand the complete line-up of Vyve products and their value to the customer
• Answer inbound calls and perform at multiple task levels with computer and software applications for 8 to 10 hours per day

Retention Sales Representative – Call Center

• Handle telehealth-based phone calls and email inquiries.
• Answer questions about services, provider availability, insurance coverage, visit costs, etc.
• Assist patients in scheduling appointments for virtual consultations with healthcare providers.
• Provide technical assistance in enrolling, scheduling, joining telehealth visits, reviewing account information, etc.
• Investigate patient reports of incorrect costs, refund requests, insurance coverage, etc. and escalate cases to billing department.
• Gather patient feedback on provider quality, ease of use of self-service options, visit connectivity, etc.

Healthcare Call Center Representative

• Support customers by answering inbound calls related to employee and retiree annuity benefits.
• Assist callers with retirement-related inquiries, benefit information, and general questions regarding their benefits.
• Manage a steady call volume while actively listening, navigating multiple systems, and providing accurate and timely resolutions.

Bilingual Benefits Call Center Representative

• Partner with leadership to understand current customer experience and adjust staffing to improve customer experience.
• Create and maintain schedules for Customer Service staff to ensure optimal coverage for service level goals.
• Coordinate with appropriate staff and departments to schedule training, meetings and other events into the workforce management system.
• Administer staff scheduling needs and time off requests in a fair and consistent manner.
• Monitor call center activity and make recommendations for immediate changes to ensure call center coverage meets customers' needs.
• Monitor and record all exceptions to planned schedules to provide current analysis.
• Advise Call Center Management of expected performance concerns and recommend solutions.
• Create and distribute ad hoc reports as needed to analyze trends.

Call Center Analyst, Workforce Management

• Collaborates with the Director of Contact Center to develop and implement strategies that differentiate member support through exceptional service delivery.
• Fosters a positive, professional, and engaging work environment that encourages enthusiasm, collaboration, and excellence.
• Acts as a subject matter expert (SME) for all credit union policies and procedures, with a special focus on over-the-phone and digital member interaction Provides guidance to leadership and staff to ensure policy adherence and service excellence.
• Designs and oversees a comprehensive Channel Services Quality Management program, ensuring alignment with strategic goals and member satisfaction standards.
• Creates a robust onboarding program tailored to frontline employees and leadership, equipping them with resources, coaching, and support for confidence and success.
• Leads and manages a team of trainers, providing guidance, mentorship, and support to ensure the effective delivery of training programs that align with organizational goals.
• Manages and maintains Channel Services knowledge base content, ensuring it is accurate, up-to-date, and aligned with staff needs.
• Analyzes member feedback from complaints, surveys, and call recordings to identify pain points and collaborates with leadership on solutions to reduce friction.
• Provides actionable insights to various departments and credit union leadership regarding service trends, gaps, and opportunities for improvement.
• Participates in and leads projects related to quality assurance, training, and service enhancement, often stepping into a project management role to ensure deliverables are met and initiatives are successfully implemented.
• Develops and delivers insightful reporting for Channel Services leadership and senior stakeholders, focusing on actionable data to drive decisions. Researches and shares best practices for member and employee engagement, integrating insights into the organization’s culture and processes.
• Ensures service delivery excellence across all interaction channels by tailoring solutions to meet unique member needs.
• Serves as an administrator of and optimizes speech analytics technology, providing training and support for leaders to leverage the platform effectively.
• Serves as a subject matter expert on the service recovery platform, ensuring best-in-class practices for achieving high-resolution rates.
• All other duties as assigned.

Contact Center Training and Quality Operations Manager

• Process clients’ first notice of loss claim reports received through Zurich’s phone & non-phone reporting options in a timely and accurate manner
• Resolve complex claims inquiries and problems, judging when to pass complex queries on to or involve others to provide an effective service and clear advice to colleagues and customers
• Liaise with internal and external clients to exchange information, clarify facts, and resolve queries and/or problems efficiently
• Provide feedback and recommendations to the team to improve the quality of customer care
• Follow procedures to ensure adherence to the company’s risk and compliance policies

Claims Call Center Representative

• Provides telephone support to the clinics by answering patient calls
• Accesses the Epic system
• Creates in basket messages
• Performs other duties as assigned

• Handles a high volume of inbound and outbound calls in a professional, courteous manner using call center telephony systems.
• Follows standard scripts and protocols to ensure accurate information sharing, while actively listening to patients, caregivers, and healthcare providers to assess needs and coordinate appropriate next steps, including confirming or rescheduling new patient visits.
• Practices excellent written, verbal, listening, and interpersonal communication skills necessary to effectively interact with all levels of internal and external parties, to convey information correctly, manage difficult situations, and always represent Mosaic Pharmacy Service in the most favorable manner.
• Provide information about pharmacy services, including medication delivery, refill scheduling, and prescription status.
• Accurately document all interactions in pharmacy software and customer relationship management (CRM) systems.
• Route calls to pharmacists or appropriate pharmacy team members based on clinical or urgent issues.
• Assist patients with resolving issues related to insurance, co-pays, prior authorizations, and general pharmacy inquiries.
• Ensure all calls meet quality assurance standards, including compliance with HIPAA and internal operating procedures.
• Escalate complex or sensitive concerns to supervisors or pharmacists when necessary.
• Consistently meet departmental performance metrics (e.g., average handle time, call resolution rate, quality score).
• Participate in regular training sessions to stay current with pharmacy policies, procedures, and system updates.

Patient Contact Center Representative

• Support the design and implementation of conversational AI solutions across voice and digital channels, including intent modeling, dialog design, service journeys, and self‑service automation
• Contribute to product management activities for AI‑enabled service capabilities, including roadmap development, backlog definition, and feature prioritization
• Assist in delivering AI‑powered agent assist and modern agent desktop experiences that integrate real‑time knowledge retrieval, customer context, workflow orchestration, and recommendations
• Collaborate with cross‑functional teams across strategy, design, engineering, and data to deliver AI‑enabled contact center solutions from concept through deployment
• Participate in client workshops, solution design sessions, demonstrations, and research on emerging conversational AI and contact center technologies to inform solution development

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