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Call Center Analyst


This is a Full-time position in Kendall, FL posted November 24, 2021.

Embrace better opportunities.

Are you passionate about health, happiness and helping others?

So are we.

We’re committed to helping our health plan Members live a happy and healthy lifestyle, and we believe that it starts here first, with our Associates.

At AvMed, we provide the tools and opportunities to enhance, expand, and support each Associate’s personal and professional growth.

From tuition reimbursement to exercise classes in the office, embrace a better career with AvMed and join our team!

Position: Member Engagement Operations Analyst

The Operations Call Center Analyst will track and trend system related issues that affect the overall performance of the call center department.

Works in collaboration with Department Leadership and Workforce Analyst to ensure that systems issues are tracked, trended and root cause analysis is conducted to minimize the impact to call center operations.

In addition, the Operations Call Center Analyst will conduct analysis on all IVR, Member and Provider Portal reports to determine trends, reasons for calls and issues that would allow the department to improve the overall self-service features available to AvMed Membership.

The Operations Analyst will play a critical role in UAT testing new features of both the IVR system and Portal functions related to the call center.

In addition, the Operations Call Center Analyst will assist the call center leadership team in tracking status updates and completion of call center initiatives.

We offer:
Competitive Salaries
Comprehensive Benefits: Medical Plans, Health Savings Account, Dental, Vision, and more…
Paid Time Off, Company Paid Holidays, Paid Time Off Cash-In
401(k)plan with matching contributions, Tuition Assistance, Associate Discounts
You have:
Bachelor’s required
3 to 5 years of prior experience with Data or Business Analysis
Prior experience working in a Call Center, Customer Service or Healthcare related field preferred.
Prior experience as a project manager, IT Liaison, or with Portal Testing (UAT) a plus.
You May Also Have:
Ability to effectively gather, analyze and use data to effect positive change
Strong critical thinking and problem-solving abilities
Excellent organizational and time management skills to handle multiple, complex tasks within time constraints
Excellent communication skills both verbally and in writing
Excellent interpersonal and conflict resolution skills
Ability to coach and mentor staff
Ability to effectively communicate at all levels of the organization
Ability to work in a fast-paced environment and manage stress accordingly
Ability to efficiently organize and multi-task
Ability to work on various assignments simultaneously
Ability to manage several software applications at one time
Knowledge of Salesforce, Health Rules CRM Platforms
Knowledge of Genesys Purecloud IVR and Outbound dialer technology
Advance in Microsoft Office including Word, Excel, and Outlook
Must be flexible to work assigned shifts during the hours of operations of the call center
At AvMed, you’ll find a family.

Our Associates love all the opportunities for advancement, the flexible work environment and team activities.

We also encourage our Associates to embrace a life rich in what matters most — health and happiness.

We call it being WELLfluent.

Join AvMed.

Join the WELLfluent!

Location: Hybrid remote
– 2 days in office/3 days remote
AvMed is located near the internationally popular Dadeland Mall, adjacent to a wide variety of residential neighborhoods ranging from pedestrian-friendly urban-style communities to beautiful green suburbs.

It is also easy to access through public transportation – a short walk from the Metrorail – and major highways so all that Miami has to offer is within reach.

AvMed is a tobacco/drug free workplace, EOE

Job Type: Full-time

Pay: From $57,000.00 per year

401(k) matching
Dental insurance
Employee assistance program
Health insurance
Life insurance
Paid time off
Vision insurance
8 hour shift
Day shift
Monday to Friday
Ability to commute/relocate:
Kendall, FL 33156: Reliably commute or planning to relocate before starting work (Preferred)
Work Location: One location

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