Program Support

Responsibilities will include:

• Conduct data entry, collection, extraction, collation, compilation from multiple online sources. 
• Track new and ongoing referrals, conduct follow up, solicit member feedback about their experience. 
• Ensure the highest level of quality customer service by responding to inquiries from customers, members, physicians, or providers. Gather information to troubleshoot, analyze and resolve complex questions/issues related to the program, process or system. Listen to users’ concerns, analyze the information, recommends solutions and follow up to ensure the solution resolves the issue. Handle escalated calls from Program Support II. 
• Analyze information such as complex final rulings, data files or customer requirements to resolve issues. Serve as a liaison to program team and leadership in identifying and resolving advanced and complex issues.  Document and tracks each issue according to departmental processes.  
• Stay informed of changing customer requirements to ensure highest level of customer support. Update manuals, training, standard operating procedures and communications as needed. Document suggestions or enhancements to improve products and services, based on customer feedback. 
• Act as a mentor to staff and works with leadership to improve motivations, learning and professional growth opportunities. Share knowledge and operates as a subject matter expert to less experienced team members. 

• No 3rd parties at this time.
• High school diploma and/or equivalent and at least 5 years of experience working in a customer service environment. 
• Must have a strong attention for details. 
• Requires the ability to research and analyze complex programs and data, utilize Microsoft products and computer applications 
• Handle multiple simultaneous projects or tasks, deliver excellent customer service. 
• Experience working in or with nursing homes preferred. 
• Must reside in Colorado, Illinois, Iowa, or Oklahoma.