Specialist, Customer Care Content Management
About The Position
Navitus Health Solutions is seeking a Content Mgmt. Specialist, Customer Care to join our team! The Content Mgmt. Specialist, Customer Care (CMSCC) is responsible for updating and maintaining clear and concise resources to allow Customer Care to deliver superior customer service and education to internal and external customers. The CMSCC will create and manage resources that ensure client and department / organization standards are defined accurately, communicated clearly, and achieved consistently. The CMSCC will implement changes necessary to remain consistent with client, state, federal, regulatory (including Medicare, Medicaid, and Exchange), and accrediting body (including URAC and NCQA) regulations. The CMSCC will educate the department and facilitate any new client additions, changes, or trainings as necessary. The CMSCC will maintain efficiency in recommending or making changes or improvements to resources. The CMSCC will act as a subject matter expert and point of escalation within the organization regarding implementations and changes as necessary.
Requirements
- High School Diploma or equivalent required, associate degree preferred
- High level knowledge of department and organizational processes
- Proficiency in Microsoft Office Word, Excel, and PowerPoint
- Previous experience in developing content for end users strongly preferred
- Experience in a call center or customer service environment preferred
- Experience using data to make assessments and drive recommendations
- Participate in, adhere to, and support compliance program objectives
- The ability to consistently interact cooperatively and respectfully with other employees
Responsibilities
- Develop, maintain, and translate department resources from start to finish and review changes as needed
- Participate in new client implementation and transition meetings, to include client kick-offs, trainings and potential client presentations and consistently meet targeted deadlines
- Identify and execute on process improvements related to content management that will reduce handle times while ensuring complete and accurate information is provided to callers on the first contact
- Identify, develop, and improve content including content presentation, hierarchy, and search functionality
- Write requirements for system enhancements and follow through to production
- Develop test plans for the content management system(s) to ensure successful implementation of changes and execute on these plans during releases
- Participate in development of automated testing to further support system testing during releases
- Work in close collaboration with department training and quality staff to identify system enhancements to meet the needs of each area; communicate system and content changes to these groups proactively
- Maintain a working knowledge of Medicare, Medicaid, Exchange, URAC, NCQA and other regulations which drive specific content utilized by Customer Care
- Other duties as assigned
Benefits
- Health, Dental, and Vision insurance
- 20 days paid time off
- 4 weeks paid parental leave
- 9 paid holidays
- 401K company match of up to 5%
- Adoption Assistance Program
- Flexible Spending Account
- Educational Assistance Plan and Professional Membership assistance
- Referral Bonus Program – up to $750!
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
High school or GED
