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Customer Experience Specialist, Senior

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One Call

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Location:
United States

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Category:
Customer Service

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Contract Type:
Not provided

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Salary:

55700.00 - 83500.00 USD / Year
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Job Description:

The Customer Experience Specialist is responsible for thoroughly vetting client requests to ensure they align with operational needs. This role involves determining customer-specific processing parameters setting up One Call products and services and ensuring all client requirements are met. The specialist determines customer specific processing parameters and completes One Call set up for clients.

Job Responsibility:

  • Completes product workflow documents summarizing all processing requirements and determines key challenges in converting customer to One Call
  • May develop new procedures with client sales and operations to ensure the product is used appropriately
  • Develops understanding of One Call products and services through information gathering sessions to determine how One Call products and processes must be established to meet client needs
  • Coordinates and conducts readiness review. This includes directing the customer in the preparation and execution of implementation
  • Coordinates and directs the completion of implementation maintenance potentially including error resolution system or data changes and balancing adjustments
  • Examines client’s processes forms and reports determines operational needs and documents what product will do and all related processes forms reports etc. post-implementation
  • Through analysis product mapping and interviews gathers forms and data files from customer sales and operations and assesses requirements for utilization and discusses any customization requirements with the appropriate team
  • Review implementation results and coordinate completion of implementation maintenance including error resolution and system or data changes
  • Throughout the project provides expertise to answer questions and guide the client or sales in the use of the products
  • Acts as a resource during implementation and answers questions troubleshoots problems as they occur supports implementation of new procedures and provides support during implementation. Reviews the implementation results

Requirements:

  • Bachelor's degree in Business or related major from an accredited college/university or an equivalent combination of education and experience
  • Preferred two to three years of healthcare experience in ancillary services
  • Ability to work in an environment that aligns with the company's diversity equity inclusion and belonging standards
  • Ability to work both independently and in a team environment
  • Demonstrate our core values of Think Big Go Fast Deliver Awe and Win Together
  • Communicates ideas both verbally and in written form in a clear concise and professional manner
  • Requires advanced working knowledge of One Call products as well as the industries in which One Call competes for business
  • Ability to understand apply and explain concepts
  • Ability to handle project commensurate with job expectations
  • Ability to analyze and solve problems using learned techniques and tools
  • Requires human relations negotiation and documentation skills
  • Requires high attention to detail
  • Positions involving data mapping require strong analytical and technical skills
  • Ability to translate client requirements to technical specifications and communicate to technical staff
What we offer:
  • Remote Work: We are a remote-first company, and almost all positions receive the flexibility of working from home
  • Generous Time Off: Besides 8 company holidays and 2 personal days every year, all colleagues receive a minimum of 18 days of paid time off
  • Comprehensive Benefits Package: Including medical, dental, vision, and pet insurance
  • 401(k) matching program
  • and company-paid life insurance and short and long-term disability coverage
  • Supportive Services: We offer a Colleague Assistance Program that provides free counseling and financial services, and our One Call Foundation, a non-profit arm of our company, provides colleagues financial assistance during times of unexpected hardships

Additional Information:

Job Posted:
January 11, 2026

Employment Type:
Fulltime
Work Type:
Remote work
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