Subject Matter Expert - Healthcare
Summary
Provides senior-level healthcare expertise and support for U.S. contact center operations, resolving complex inquiries and ensuring compliance with healthcare regulations and client requirements.
It's fun to work in a company where people truly BELIEVE in what they are doing!
We're committed to bringing passion and customer focus to the business.
Job Summary
The Healthcare SME is responsible for serving as a subject matter expert and senior-level support resource for U.S. healthcare contact center operations. This role provides floor support, coaching, grievance resolution assistance, process guidance, and escalation management while ensuring compliance with client, regulatory, and operational requirements.
The position acts as a liaison between frontline agents, leadership, quality, training, and operations teams to drive performance improvement, enhance customer experience, and support successful resolution of complex member and provider inquiries. The ideal candidate possesses strong healthcare knowledge, leadership capabilities, coaching skills, and experience supporting Medicare, Medicaid, Marketplace, Commercial Health Plans, Managed Care, Provider Services, or Grievance and Appeals programs.
Preferred Qualifications
- Associate’s degree in Healthcare Administration, Business, Communications, Nursing, or a related field; equivalent experience may be considered.
- 3+ years of healthcare customer service or healthcare BPO experience.
- Experience supporting Medicare Annual Enrollment Period (AEP) and Open Enrollment programs.
- Experience in Grievance & Appeals, Quality Assurance, Training, or Workforce Support functions.
- Experience working with healthcare case management systems and reporting tools.
- Leadership, Coaching, or Healthcare Compliance certifications preferred.
If you like wild growth and working with happy, enthusiastic over-achievers, you'll enjoy your career with us!