Customer Experience Specialist, Senior Job at One Call

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

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