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Contact Center Process Improvement Specialist

Los Angeles, CA, USA

WelbeHealth PACE helps seniors stay in their homes and communities by providing medical care and community-based services. We believe in going the extra mile and aim to make a genuine difference in our participants’ lives.

The Welbe Advocate Process Improvement Specialist will report to the Director of Service Excellence and is accountable for working closely with department leaders to document processes, identify process gaps, and make recommendations for improvement, often guiding teams through implementation of appropriate solutions. The Welbe Advocate Process Improvement Specialist excels in a fast-paced, participant-centric environment, and is comfortable with multitasking work dynamics while collaborating with colleagues and stakeholders.

Essential Job Duties:

  • Serve as the overall process owner for the Welbe Advocate Hub, accountable for overseeing all work processes, including the documentation of workflows, associated process manuals, and the updating or creation of policies and procedures as needed
  • Serve as process subject matter expert for the Hub to assess team impact and vet new process changes as they are proposed
  • Document current state or new processes by creating workflows or process maps
  • Collaborate with teams by facilitating sessions or conducting chair-side sessions to aid developing and documenting new processes as needed
  • Work with process owners and existing data to identify the business impact of gaps
  • Review and develop policies, protocols, and process manuals, as well as oversee the global macro library for the Hub
  • Collaborate with the Training team to ensure implemented processes are a part of training, and that all training resources are adequately updated, including job aids

Job Requirements:

  • High school diploma or equivalent; Lean Six Sigma Green Belt Certification, preferred
  • Minimum of two (2) years of experience leading structured process improvement activities or working in a process improvement role, preferred
  • Minimum of two (2) years of experience working in healthcare, in an operation or quality role preferred
  • Contact center experience is highly desired
  • Proficiency with technology, especially computers, software applications, and phone systems, including experience using electronic medical record systems
  • Excellent problem solving, leadership, and customer service skills; along with comfortability/adaptability working in fast-paced, changing environments

Benefits of Working at WelbeHealth: Apply your expertise in new ways as we rapidly expand. You will have the opportunity to design the way we work in the context of an encouraging and loving environment where every person feels uniquely cared for.

  • Standard business working hours
  • Full medical, dental, and vision insurance, beginning day one
  • Work/life balance - we mean it! 17 days of personal time off (PTO), 12 holidays observed annually, and 6 sick days
  • And additional benefits

Salary/Wage base range for this role is $67,829 - $89,535 / year + Bonus + Equity. WelbeHealth offers competitive total rewards package that includes, 401k match, healthcare coverage and a broad range of other benefits.  Actual pay will be adjusted based on experience and other qualifications. 

Compensation

$67,829 - $89,535 USD

COVID-19 Vaccination Policy

At WelbeHealth, our mission is to unlock the full potential of our vulnerable seniors. In this spirit, please note that we have a vaccination policy for all our employees and proof of vaccination, or a vaccine declination form will be required prior to employment. WelbeHealth maintains required infection control and PPE standards and has requirements relevant to all team members regarding vaccinations.

 

Our Commitment to Diversity, Equity and Inclusion

At WelbeHealth, we embrace and cherish the diversity of our team members, and we're committed to building a culture of inclusion and belonging. We're proud to be an equal opportunity employer. People seeking employment at WelbeHealth are considered without regard to race, color, religion, sex, gender, gender identity, gender expression, sexual orientation, marital or veteran status, age, national origin, ancestry, citizenship, physical or mental disability, medical condition, genetic information or characteristics (or those of a family member), pregnancy or other status protected by applicable law.

 

Beware of Scams

Please ensure your application is being submitted through a WelbeHealth sponsored site only. Our emails will come from @welbehealth.com email addresses. You will never be asked to purchase your own employment equipment. You can report suspected scam activity to fraud.report@welbehealth.com

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