• Provide inbound customer consultations

• Administer and configure Five9 (users/roles, skills, queues, routing, IVR, campaigns, recordings, dashboards, and reporting) • Design, build, test, and maintain Five9 IVA experiences leveraging Five9’s hosted Azure OpenAI (prompting, dialog flows, intent/slot handling, containment, and agent escalation) • Partner with Call Center Operations Managers to gather requirements, translate operational needs into routing/IVA changes, and deliver measurable improvements (AHT, containment, CSAT, transfer rate) • Implement and support AWS and Azure integrations related to contact center workflows (REST APIs, event-driven patterns, IAM/identity fundamentals, monitoring/logging) • Build and maintain speech transcription pipelines using AWS Transcribe and Deepgram (batch and/or real-time), including storage, indexing, retrieval, and operational reporting • Troubleshoot and resolve issues across telephony/call flows, IVA behavior, and cloud integrations; lead incident response and root-cause analysis (RCA) • Establish standards for change control and release management (testing, rollback plans, documentation, peer reviews where applicable) • Create runbooks, knowledge articles, and system diagrams; provide enablement to operations teams for day-to-day platform usage • Ensure solutions align with security, privacy, and compliance requirements (PII handling/redaction, retention, encryption, least-privilege access) • Cross train peer group to eliminate single point of knowledge

Role Description The Licensed Practical Nurse (LPN) will play a crucial role within the Call4Health care team, operating in a remote capacity. In this role, LPN will support Call4Health clients by efficiently managing Electronic Health Records (EHR) and patient portals. In addition, the LPN will provide patient education, troubleshoot Remote Patient Monitoring (RPM) equipment and results, counsel patients with chronic diseases, follow up with patients in between provider visits, and refill medications per protocol. The LPN will follow established protocols in order to facilitate effective communication among healthcare professionals and patients, ultimately enhancing patient outcomes and relieving provider stress. Duties and Responsibilities - Monitor Physician EHR inboxes and patient portal requests and perform tasks within LPN scope of practice, responding to patient inquiries according to established protocols. - Refill prescription requests by established protocols, notify providers, and ensure patient care tasks are completed for critical results, coordinating follow-up care post-discharge or post-operative. - Facilitate referrals and collaborate on addressing prior authorization requests that require clinical consultation, assisting with requests from other agencies such as hospitals, Public Health departments, nursing homes, funeral homes, and Departments of Labor or Motor. - Manage Remote Patient Monitoring (RPM) results by tracking patients' real-time disease results and delivering education on managing chronic diseases such as diabetes, hypertension, and COPD. - Medically screen and qualify patients for clinical trials, performing follow-ups and patient education. - Carry out additional responsibilities as needed to assist the healthcare team and enhance the delivery of patient care. Qualifications - Licensed Practical Nurse. - 5+ years of full-time clinical experience as an LPN, particularly in primary care for adult, pediatric, and geriatric patients. Experience in OB/GYN, Orthopedic, Ambulatory Care, or Home Health is also preferred. - Experience using at least two electronic health record (EHR) systems is required. - An active unencumbered e-NCL or Enhanced Nurse Licensure Compact license; additional non-compact state licensure would be considered an asset. Candidates should also be willing to obtain additional licenses at the company’s request. Qualifications & Skills - Teamwork: Demonstrated ability to collaborate effectively with peers, cross-functional teams, and clients. - Leadership: Proactive in stepping up to lead when necessary, capable of motivating colleagues, helping to troubleshoot problems, and sharing knowledge for the enhancement of the team. - Customer Service: Exceptional empathy, patience, and active listening skills to understand and address patient needs. - Quality: Strong attention to detail in charting, utilizing correct grammar, spelling, and medical terminology to ensure complete and accurate patient records. - Organization & Time Management: Highly organized, capable of handling and documenting tasks, delegating to others where possible, and providing thorough communications to providers, patients, and staff. Physical Requirements - The employee must be able to sit for extended periods, talk, and engage in active listening without visual contact. - Occasional standing and the use of hands for operating office equipment are required, with infrequent stooping, kneeling, or crouching. - Ability to hear in normal range and wear a headset/earpiece. - Good visual acuity to read computer screens, scripts, and forms. - Able to work remotely at home in a private HIPAA compliant workspace. - Able to house company equipment needed to perform the job. - Broadband Internet Access. - Participation (via telephone or video) in staff meetings. - Able to thrive in a fast-paced environment. - Demonstrated capability to maintain professional relationships with diverse individuals. - Must be flexible and adaptable to change, managing stress. - May require occasional overtime or adjusted starting hours.

Title: HR Contact Center Representative Location: Erlanger United States Job Description: About Us Inspired by faith. Driven by innovation. Powered by humankindness. CommonSpirit Health is building a healthier future for all through its integrated health services. As one of the nation’s largest nonprofit Catholic healthcare organizations, CommonSpirit Health delivers more than 20 million patient encounters annually through more than 2,300 clinics, care sites and 138 hospital-based locations, in addition to its home-based services and virtual care offerings. Our Mission As CommonSpirit Health, we make the healing presence of God known in our world by improving the health of the people we serve, especially those who are vulnerable, while we advance social justice for all. To learn more about a calling that defines and unites, please click here for more information about our mission, vision, and values. The posted compensation range of $20.91 - $29.54 /hour is a reasonable estimate that extends from the lowest to the highest pay CommonSpirit in good faith believes it might pay for this particular job, based on the circumstances at the time of posting. CommonSpirit may ultimately pay more or less than the posted range as permitted by law. Job ID 2026-461087 Employment Type Full Time Department Human Resources Hours/Pay Period 80 Weekly Schedule 80 Shift Day Remote Yes Category Human Resources Job Summary and Responsibilities This is a remote opportunity As a HR Contact Center Representative, you will provide critical support and expert assistance to employees and managers, serving as the first point of contact for a wide range of human resources inquiries. Every day you will expertly address questions regarding benefits, policies, and payroll, troubleshoot HR system issues, guide individuals through processes, and meticulously document each interaction, ensuring accurate and timely resolutions. To be successful, you will demonstrate outstanding communication skills, strong problem-solving abilities, and a professional, empathetic demeanor, contributing to an efficient and supportive HR experience for all. - Professionally and accurately responds to written (case management system and live chat) and oral (phone calls) inquiries from employees, retirees, and family members regarding HR and payroll questions, concerns, and status updates/changes. - Accurately documents detailed information regarding interactions when required within the case management system. - Quickly and accurately resolves cases in professional, sensitive, customer-focused manner in accordance with company policies and procedures. Meets or exceeds key performance indicators of the role. - Escalates complex cases, in accordance with and as defined by EmployeeCentral Contact Center practice, with appropriate and complete documentation on work performed to date. - Interfaces with internal and external resources to furnish or obtain information with the goal of first call resolution. - Coaches employees, retirees, and families on how to use the Human Resources and Payroll self-service technology and makes referrals to outside vendors or other resources as appropriate. Job Requirements Required - High School Graduate High School diploma and 1-2 years of customer service work experience, preferably in a human resources contact center environment, upon hire and Preferred - Bachelors Other Bachelor’s degree in business, human resources, or professional certification such as CPP, CEBS, PHR , upon hire - Certified Employee Benefits Specialist, upon hire - Professional in Human Resources, upon hire Where You'll Work Inspired by faith. Driven by innovation. Powered by humankindness. CommonSpirit Health is building a healthier future for all through its integrated health services. As one of the nation’s largest nonprofit Catholic healthcare organizations, CommonSpirit Health delivers more than 20 million patient encounters annually through more than 2,300 clinics, care sites and 137 hospital-based locations, in addition to its home-based services and virtual care offerings. CommonSpirit has more than 157,000 employees, 45,000 nurses and 25,000 physicians and advanced practice providers across 24 states and contributes more than $4.2 billion annually in charity care, community benefits and unreimbursed government programs. Together with our patients, physicians, partners, and communities, we are creating a more just, equitable, and innovative healthcare delivery system. Total Rewards Depending on the position offered, CommonSpirit Health offers a generous benefit package, including but not limited to medical, prescription drug, dental, vision plans, life insurance, paid time off (full-time benefit eligible team members may receive a minimum of 14 paid time off days, including holidays annually), tuition reimbursement, retirement plan benefit(s) including, but not limited to, 401(k), 403(b), and other defined benefits offerings, as may be amended from time to time. Unless directed by a Collective Bargaining Agreement, applications for this position will be considered on a rolling basis. CommonSpirit Health cannot anticipate the date by which a successful candidate may be identified.