Internal Only - Remote Process Implementation Senior Specialist I/II

The purpose of this position is to positively contribute to HealthWell’s efforts in meeting its mission. Specifically, this position is to ensure that the contact center specialists have access to a high-quality level of documentation that accurately details the processes they require during the performance of their roles. Responsible for ensuring all goals and milestones relating to Quality Assurance are met and exceeded., * Maintain working knowledge of Foundation guidelines, SOPs, FAQs, funds, and disease state being referenced and appropriately navigate the Grants Management System

• Perform quality control checks of all information entered
• Work on ad hoc projects as requestedOther duties as assigned *

Department Responsibilities:

• Familiar with the Foundation’s different document types; when to use each document, how to update the documents, and when to create documents.

• Responsible for drafting documentation in accordance with the Process Update and Project Request (PUPR) within the style guidelines.

• Responsible for staying up-to-date on Foundation process changes and project initiatives.
• Navigate the project management software to manage workload, log time, and document progress.
• Support all Operations and Training Team initiatives by ensuring all documentation is aligned with current Foundation templates and writing style guides.

Participate in team meetings and maintain high engagement. Key Technical Skills and Knowledge

Persons in this position must be highly organized and detail-oriented; able to work independently with minimal supervision; exhibit a collaborative work style that promotes a positive work environment.

Level 1:Learner

Persons at this level are developing foundational skills; work under close supervision; tasks and responsibilities are clearly defined; escalate issues quickly when they fall outside of standard operating procedures.

Level 2: Intermediate

Persons at this level are fully functional members of the team who can handle most day-to-day operations without constant supervision; work independently on standard assignments; only seek guidance on complex scenarios; solve problems with minimal oversight, * Outstanding customer service, communication, and interpersonal skills

• Lead by example, adhering to corporate compliance, and demonstrating the values of quality, integrity, innovation, accountability, collaboration, and leadership.
• Excellent written and oral communication skills and ability to speak effectively while describing new and changed processes.
• Strong analytical skills to analyze processes and anticipate required documentation changes.
• Excellent critical thinking skills to make decisions, solve problems, and foster innovation methodically, strategically, and collaboratively.
• Attention to detail to ensure all quality elements are satisfied and comply with standards.

• Ability to objectively review Foundation documentation and processes.Proficient in Microsoft Office Suite products and knowledge of Salesforce and Vonage. *, * Two years of experience within a Call Center and/or healthcare related setting; equivalent combination of education and work experience may be considered

• Outstanding customer service, communication, and interpersonal skills
• Ability to work independently, manage and track time independently, and exercise sound judgment with regard to issue escalationDeals with confidential information and or issues using discretion and judgment *

Preferred Competencies:

• Experience utilizing call center telephony technology
• Strong communication skills - written and oral
• Adapts quickly and successfully to accommodate changing program needs; prepares for change and helps others to adaptAbility to work across all departments and on project teams *