What are the responsibilities and job description for the Call Center BPO Specialist position at SafeRide Health?
Role Overview
Join our team at SafeRide Health as a Call Center Business Process Outsourcing (BPO) Specialist where you will be fundamental to our operational strategy, responsible for ensuring that our BPO partners not only meet but exceed benchmark performance metrics. Reporting directly to the Call Center BPO Manager, you will assist in conducting detailed BPO performance reviews and resolving applicable call escalations for our members. This role goes beyond oversight; it's about driving excellence and innovation in our operations as a non-emergency medical transportation broker.
Primary Responsibilities
- Partner Management:
- Ensure partners meet performance metrics and service standards.
- Monitor adherence to planned and scheduled hours by partners.
- Conduct regular BPO performance reviews.
- Facilitate communication between BPO partners and SafeRide Health.
- Operational Management:
- Ensure optimal staffing and operational efficiency in partnership operations.
- Liaise with Health Plans and partners to resolve escalated issues.
- Assist supervisors in maintaining service quality standards.
- Other duties as assigned.
Required Qualifications:
- A high school diploma or equivalent
- Strong communication skills (both verbal and written) and demonstrated ability to communicate, present, resolve conflicts, and influence effectively in-person, via email, and over the phone.
- A demonstrated ability to work successfully in a fast-paced environment demanding self-reliance combined with team spirit, people skills, and a well-honed sense of urgency and priorities.
- Proficient with call center software, workforce applications, quality monitoring tools, and applications
- Advanced problem-solving skills, with a track record of addressing complex operational issues.
You’re an ideal fit if you:
- One (1) year of experience in a Call Center leadership position
- Showcase a positive attitude and genuine empathy in interactions.
- Familiarity with health insurance programs (Medicaid, Medicare, NEMT)
- Bilingual; fluent in both English and Spanish
- Flexibility; able to quickly adapt to changes in business, strategy, and technology.
- Proficient in a variety of online and mobile technologies.
- Have some college/university experience (Pre-healthcare experience a bonus)
Job Requirements:
- Must be able to pass criminal background record check.
- Must be US Citizen.
- Must be able to work flexible shifts with occasional weekend work.
About SafeRide Health:
Driven by our mission “To restore access and dignity to care,” SafeRide Health is a technology and services company dedicated to eliminating barriers in healthcare accessibility. By enhancing the delivery of non-emergency medical transportation across America, we ensure that no patient is left behind. Our proprietary technology, paired with a vast network of thoroughly vetted transportation providers, empowers payers and health systems to offer cost-effective, on-demand transport solutions, refining the patient experience along the way. Today, we proudly serve the nation's largest Medicare Advantage, Medicaid, and provider programs. Discover our impact at www.saferidehealth.com.
If you're ready to be an integral part of a team making a difference, SafeRide Health awaits.
