Specialist, Customer Service Applications Support

Your Future Evolves Here

Evolent Health has a bold mission to change the health of the nation by changing the way health care is delivered. Our pursuit of this mission is the driving force that brings us to work each day. We believe in embracing new ideas, challenging ourselves and failing forward. We respect and celebrate individual talents and team wins. We have fun while working hard and Evolenteers often make a difference working in everything from scrubs to jeans.

Are we growingAbsolutely and Globally. In 2021 we grew our teams by almost 50% and continue to grow even more in 2022. Are we recognized as a company you are supported by for your career and growth, and a great place to workDefinitely. Evolent Health International (Pune, India) has been certified as Great Places to Work in 2021. In 2020 and 2021 Evolent in the U.S. was both named Best Company for Women to Advance list by Parity.org and earned a perfect score on the Human Rights Campaign (HRC) Foundation s Corporate Equality Index (CEI). This index is the nations foremost benchmarking survey and report measuring corporate policies and practices related to LGBTQ+ workplace equality.

We recognize employees that live our values, give back to our communities each year, and are champions for bringing our whole selves to work each day. If you re looking for a place where your work can be personally and professionally rewarding, don t just join a company with a mission. Join a mission with a company behind it.

What You ll Be Doing:

Evolent Health is looking for a Specialist, Contact Center/Customer Service Operations to be a key member of our Customer Service Organization (CSO) team. Reporting to the Sr. Director of Customer Service, this individual will play a critical role in executing Evolent Health s mission by coordinating across multiple departments and vendors to organize personnel and staffing needs of a large, global contact center. To be successful in this role, the candidate should be able to oversee and ensure smooth and efficient daily operations, be highly organized, be able to keep confidential personnel and business information and thrive under pressure.

Responsibilities

This position is responsible for assisting management in day-to-day coordination and management of business operational activities, including customer service, technology, and other organizational department.

Duties included but are not limited to:

• Monitor, control and manage business operations to meet customer expectations and company goals.
• Liaise between internal and external customers to ensure smooth operations delivery, including partnering with various departments and vendors to support activities such as:
  • Organize and track monthly staffing needs and lead projects for small to large onboarding initiatives
  • Partner with external staffing/hiring agencies to coordinate onboarding
  • Create a Jira ticket for the Training team for all new hire training classes
  • Work with operational and technical staff members to assist and ensure assigned equipment is provided and in proper working order and available for use. .Support Talent/HR team with coordinating calendars and schedules for group interviews
  • Support Training team with any coordination needs from Operations team for onboarding and system access
  • Report risks and obstacles to the Sr. Director to assist with develop of a mitigation plan

• Coordinate with Ops leadership to keep staff organized with activities such as:
  • Ensure rosters and CSO operations division structure is kept updated
  • Partner with CSO Workforce Management and Quality Division for any needs they have from Operations on staff information (i.e., Supervisor alignment, attrition, and other CSO initiatives).
  • Assist with time keeping related activities such as monitoring proper code usage and communication efforts.

• Support CSO leadership in the coordination, organization and roll-out of staff Engagement and Acknowledgement activities such as:
  • Assist leadership by driving ideas, creating initiative announcements and celebration emails, assist with securing awards and distributing awards
  • Assist with one-off CSO activities in partnership with other leaders in the CSO organization

• Support general coordination with staff on IT issues or supplies
  • Answer questions about equipment ordering
  • Help with any remote supplies or additional needs
  • Work to get equipment returned from termed employees

• Serve on various committees, participate in designated cross department work group and attends required meetings.
• Perform other duties and projects as assigned.

Qualifications

Required

• High School diploma or GED
• 2-4 years within an office management or an administrative role
• Excellent communication and people management skills.
• Excellent written and oral presentation skills
• Experienced in handling confidential and sensitive information in a secure manner
• Ability to multitask and prioritize.
• Self-starter with strong problem-solving skills.
• Highly organized and detail oriented with excellent organizational and time management skills
• Creative and interest in team building/celebrating team initiatives
• Ability to work remotely
• Highly skilled in MS Excel, SharePoint, PowerPoint and other basic MS software
• Demonstrated exceptional active listening and communications skills

Preferred

• AA or BA degree in business or related field

• 5-8 years experience in office management or an administrative role. Customer service/call center operations or related department experience
• 1-3 years project management experience
• Worked with operations, service and process engineering implementations
• Entrepreneurial mindset geared toward the creation, execution and continuous improvement of health plan operations

Mandatory Requirements:

We require that all employees have the following technical capability at their home: High speed internet over 10 Mbps, the ability to plug in directly to the home internet router. These at-home technical requirements are subject to change with any scheduled re-opening of our office locations.

Evolent Health is an equal opportunity employer and considers all qualified applicants equally without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran status, or disability status.