Contact Center Specialist II

Job Summary: Provides customer service representation by supporting customers with information and resources or directing them to the appropriate party while following minimal guidance and tracking, escalating, and resolving routine and non-routine issues reported by internal customers, members, patients, providers, and doctors. Contributes to the development of contact center operational insights by gathering and inputting standard and nonstandard operational data to support analysis, with limited guidance, learning to identify operational improvements based on operations analysis results, and preparing operational reports and other analytical outputs for presentation to team members and leadership. Contributes to contact center service quality by investigating standard service quality concerns submitted by members, internal KP staff, and external agencies, follows limited guidance to monitor and flag communications for standard service quality standards and metrics, and remediating performance in response to quality concerns and guidance. Enables high performance contact center operations by leveraging working knowledge of performance standards, measures, and goals to provide consistently high performance and gathering standard operational performance data and reports for review by team members. Essential Responsibilities: Pursues effective relationships with others by sharing resources, information, and knowledge with coworkers and members. Listens to, addresses, and seeks performance feedback. Pursues self-development; acknowledges strengths and weaknesses based on career goals and takes appropriate development action to leverage / improve them. Adapts to and learns from change, challenges, and feedback; demonstrates flexibility in approaches to work. Assesses and responds to the needs of others to support a business outcome. Completes work assignments by applying up-to-date knowledge in subject area to meet deadlines; follows procedures and policies, and applies data and resources to support projects or initiatives with limited guidance and/or sponsorship. Collaborates with others to solve business problems; escalates issues or risks as appropriate; communicates progress and information. Supports the completion of priorities, deadlines, and expectations. Identifies and speaks up for ways to address improvement opportunities. Supports contact center services by: supporting customers (e.g., internal stakeholders, members, patients, providers, doctors) with information and resources or directing them to the appropriate party, with minimal guidance; and tracking, escalating, and resolving routine and non-routine issues reported by a wide variety of customers (e.g., internal stakeholders, members, patients, providers, doctors), with some guidance. Enables contact center operations by: leveraging working knowledge of labor environment regulations, requirements, and contracts, performance standards, measures, and goals to provide consistently high performance; and gathering standard operational performance data and reports for review by team members. Contributes to the development of contact center operational insights by: gathering and inputting standard and nonstandard operational data to support contact center operations analysis, with limited guidance; learning to identify operational improvements based on operations analysis results; and populating operational reports and other analytical outputs for presentation to team members and leadership. Contributes to contact center service quality and effectiveness by: investigating standard service quality concerns submitted by members, internal KP staff, and external agencies; and remediating performance in response to quality concerns and guidance. Minimum Qualifications: Associates degree in Business Administration, Health Care Administration, Finance, Communications, Statistics, Mathematics, or related field OR Minimum one (1) year of experience in customer service or a directly related field. Additional Requirements: Knowledge, Skills, and Abilities (KSAs): Acts with Compassion; Data Entry; Relationship Building; Computer Literacy; Microsoft Office