Full-Time Senior Telecommunicator

Must have a blend of administrative strength, leadership presence, and call center background is critical for success in the role. The Senior Telecommunicator bridges the span of shift leaders, backstopping daily operations while striving for the success of both new and tenured members of the team. They support round the clock access to care and services, perform quality assurance functions, test process improvements, improve knowledge management and effectiveness of the team.

Senior Telecommunicator is a pillar of the Inbound Communications team

• Distinguished through excellence in service delivery, reliability, and operational effectiveness
• Friendly face and guide to new and progressing employees
• Fully remote role, requires regular work on alternating weekends
• Approximately 75% of daily work is directly member-facing
• Effectively task-switches between QA and member facing work
• Completes Quality Assurance reviews to improve performance
• Shares insight from experience and lessons learned to elevate areas of growth for the team
• Maintains confidentiality and integrity of performance and quality records
• Models time and task management acumen, meets deadlines, and communicates challenges
• Offers feedback in change management cycles to address ambiguity in proposed instructions
• Employs active listening and objectivity with both members and teammates
• Directly intervenes or provides real time support in voice interactions with agitated or dissatisfied callers

Qualifications

• HS Diploma or GED
• 5 or more years in a high-volume healthcare contact center

Requirements

• Must be open to 8 hour shifts or 12 hour shifts

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