Nuvance Health has a network of convenient hospital and outpatient locations — Danbury Hospital, New Milford Hospital, Norwalk Hospital and Sharon Hospital in Connecticut, and Northern Dutchess Hospital, Putnam Hospital Center and Vassar Brothers Medical Center in New York — plus multiple primary and specialty care physician practices locations, including The Heart Center, a leading provider of cardiology care. Non-acute care is offered through various affiliates,
Summary:
The Call Center Operations Specialist is responsible for supporting the Call Center Coordinators with issues/questions that require in-depth functional knowledge. The Specialist facilitates efficient and timely Help Desk resolution services. The Specialist ensures that the highest level of customer service is delivered to employees. This role reports to the Call Center Manager and will work directly with the Call Center Coordinators managing the escalation and resolutions of more complex customer issues. In addition, the role will support the execution of various administrative jobs.
Responsibilities:
1. Duties and Responsibilities:
1.1. Support all daily functions of the Call Center. Regularly monitor all Call Center queues to ensure that all open tickets are processed, assigned, and completed in a timely manner.
1.2. Monitor customer feedback survey and advise team members and management of any issues that relate to customer satisfaction including user feedback, trends, significant problems, or unexpected delays.
1.3. Manage standard work library updates and governance process.
1.4. Support administrative work and tasks as necessary.
2. Call Center Specific Duties and Responsibilities:
2.1. Helps facilitate call center incoming calls/inquiries to ensure accurate and timely responses and resolutions, and participates directly during high volume periods.
2.2. Tiered support within the Help Desk – Calls that require more hands-on troubleshooting would be routed to the Operations Specialist
2.3. Uses HR Call Center technology and platforms to complete daily work (e.g., telephone and Ivanti electronic ticketing system)
2.4. Answers in-coming calls and responds to electronic tickets in a prompt and professional manner, always exhibiting exemplary customer service skills.
2.5. Utilizes standard work library to answer questions from employees regarding human resource transactions.
2.6. Leverages scripting and other available resources to help streamline consistent and appropriate responses.
2.7. Forwards employee inquiries to Centers of Excellence or HR Business Partner when specific, in-depth functional knowledge is required.
2.8 Partners with HR Operations Manager when there is confusion or absence of information in the knowledge base to answer questions.
2.9. Escalates complex or unique cases to the HR Operations Manager for resolution.
3.0 Documents outcomes within the call center’s software application.
Other Duties/Responsibilities
3.1. Participate in special projects that need Call Center knowledge/expertise. Attend and participate in related meetings.
3.2. Respond quickly and appropriately to requests from management.
3.3. Work to ensure proper call handling and code responses are followed according to policy.
Performs additional administrative tasks as necessary, that can include (but it not limited to) HRIS Processing, Vendor Billing, Credentialing Updates, Employee file requests, Leave of Absence For Completion, etc.
Other information:
Education:
Experience:
PHYSICAL AND MENTAL FACTORS
Physical:
Mental:
ENVIRONMENTAL AND WORKING CONDITIONS
Location: Summit-100 Reserve Rd
Work Type: Full-Time
Standard Hours: 40.00
FTE: 2.000000
Work Schedule: Day 8
Work Shift: Hours 8-5
Org Unit: 1967
Department: HR Employee Service Center
Exempt: No
Grade: S8
Salary Range:
$24.9186 – $46.2774 Hourly
Working conditions:
Essential:
EOE, including disability/vets.
We will endeavor to make a reasonable accommodation to the known physical or mental limitations of a qualified applicant with a disability unless the accommodation would impose an undue hardship on the operation of our business. If you believe you require such assistance to complete this form or to participate in an interview, please contact Human Resources at 203-739-7330 (for reasonable accommodation requests only). Please provide all information requested to assure that you are considered for current or future opportunities.
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