Department: 12702 Enterprise Corporate - Patient Access & Care Team: IL/WI Support Services Status: Full time Benefits Eligible: Yes Hours Per Week: 40 Schedule Details/Additional Information: Primarily Monday through Friday but may need to work some weekend days. Working hours are from 7am to 7pm CST so schedule will fall in those times. Pay Range $25.30 - $37.95 Major Responsibilities: Previous experience in Forecasting and capacity planning. 1-2 years of experience in Realtime workforce management required. Experience in programs like Genesis, NICE or tableau wanted! - Personnel Resource Management - Utilizes call center management tools to monitor and manage real time call queues, wait times, service levels, abandonment rates, and other call statistics. - Reviews daily schedule to anticipate coverage issues. Takes the appropriate actions to staffing coverage gaps for the goal achievement of all departments. - Stays in constant communication with marketing to work in conjunction with the Workforce Analyst and contact center leadership to plan proper staff levels for system-wide and site specific advertising campaigns. - Possesses knowledge of all contact center software products, metrics, and reporting requirements. - Documents and communicates proposed changes in order to meet departmental needs. - Adjusts real time staff resources to meet projected contact center provided from the Workforce Analyst. - Call Reporting and Analysis - Accurately report and document call performance results. - Investigate complaints/issues and follow through to resolution. - Reports daily progress to the Contact Center Managers/Supervisors. - Maintain updated and timely reporting of associate performance and other performance related items. - Compile and analyze volume trend reports for call volume, staffing requirements and budget planning. - Compile and analyze other contact center activity reports and prepare presentations. - Identify and recommend operational or scheduling improvements. - Quality Assurance - In conjunction with the quality auditor, develops standards and implements processes to monitor call recording for incoming service calls and Web correspondence (including side by side monitoring). - Assesses and evaluates operational procedures and identifies and implements systemic quality improvement efforts. - Conducts quality assurance audits to ensure appropriate appointment scheduling, paging, messaging completed based on accepted health center guidelines. - Aligns internal processes with external customer feedback. - Data Source Development and Analysis - Provides ongoing reporting and analysis of issues and trends. - Develop, implement and adhere to policies, procedures and contact center standards. - Coordinates the development and implementation of procedures and standards. - Assures adherence to Advocate Healthcare policies and procedures for data maintenance, storage, and destruction. - Maintains organized files. - Develops and maintains the ability to guide group discussions, maintain stated objectives and challenge solutions that offer benefit to staff or organization. - Customer Relations - Establishes and maintain good working relationships with both internal and external customers of the contact center. - Attends staff meetings and provide reports, assessments as required. - Participates in the development of quality standards and expectations. - Handles material of a confidential nature. - Continually improves technical and professional skills. - Keeps current on emerging call center technology, read industry newsletters, and explore technology websites for information. - Attends seminars hosted by the contact center industry. - Under the supervision of the contact center manager, identifies and recommends vendors for product demonstration and pricing. - Provides quality customer service. - Shares new information with staff. Education/Experience Required: - Associates degree or equivalent 3-4 years of experience in a service related industry. Previous contact center and workforce planning and quality experience required. Competent statistical understanding. Knowledge, Skills & Abilities Required: - Demonstrates and applies a strong understanding of functional aspects of call center operations. Strong analytical and critical thinking skills. Possesses in-depth knowledge of real time principles and strategies, including real time agent skill-based routing, occupancy, shrinkage, contingency planning, and call routing. Positive, enthusiastic, and helpful demeanor. Organized and able to set and manage priorities. Physical Requirements and Working Conditions: - -Maintains high energy and a positive attitude. Demonstrates a personal commitment to promoting high performance. Thinks quickly and uses appropriate judgment. Possesses excellent interpersonal skills, diplomacy, and patience while interacting with customers and colleagues. -Ability to use computer terminal for extended time frames. Ability to work weekends, holidays, and different shifts in order to accommodate staffing. Maintains high energy and a positive attitude. Demonstrates a personal commitment to promoting high performance. Thinks quickly and uses appropriate judgment. Possesses excellent interpersonal skills, diplomacy, and patience while interacting with customers and colleagues. Ability to use computer terminal for extended time frames. -Ability to work weekends, holidays, and different shifts in order to accommodate staffing. - Up to 20 pounds This job description indicates the general nature and level of work expected of the incumbent. It is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities required of the incumbent. Incumbent may be required to perform other related duties. #LI Remote #LI data analytics Our Commitment to You: Advocate Health offers a comprehensive suite of Total Rewards: benefits and well-being programs, competitive compensation, generous retirement offerings, programs that invest in your career development and so much more – so you can live fully at and away from work, including: Compensation - Base compensation listed within the listed pay range based on factors such as qualifications, skills, relevant experience, and/or training - Premium pay such as shift, on call, and more based on a teammate's job - Incentive pay for select positions - Opportunity for annual increases based on performance Benefits and more - Paid Time Off programs - Health and welfare benefits such as medical, dental, vision, life, and Short- and Long-Term Disability - Flexible Spending Accounts for eligible health care and dependent care expenses - Family benefits such as adoption assistance and paid parental leave - Defined contribution retirement plans with employer match and other financial wellness programs - Educational Assistance Program About Advocate Health Advocate Health is the third-largest nonprofit, integrated health system in the United States, created from the combination of Advocate Aurora Health and Atrium Health. Providing care under the names Advocate Health Care in Illinois; Atrium Health in the Carolinas, Georgia and Alabama; and Aurora Health Care in Wisconsin, Advocate Health is a national leader in clinical innovation, health outcomes, consumer experience and value-based care. Headquartered in Charlotte, North Carolina, Advocate Health services nearly 6 million patients and is engaged in hundreds of clinical trials and research studies, with Wake Forest University School of Medicine serving as the academic core of the enterprise. It is nationally recognized for its expertise in cardiology, neurosciences, oncology, pediatrics and rehabilitation, as well as organ transplants, burn treatments and specialized musculoskeletal programs. Advocate Health employs 155,000 teammates across 69 hospitals and over 1,000 care locations, and offers one of the nation’s largest graduate medical education programs with over 2,000 residents and fellows across more than 200 programs. Committed to providing equitable care for all, Advocate Health provides more than $6 billion in annual community benefits.

The shift for this position is Sun -Thru 0500 -1300 EST About Ascent Ascent Global Logistics, headquartered in Belleville, Michigan, is a leading global provider of expedited, time-critical logistics solutions and other direct transportation services. The company connects customers to its extensive carrier network, internal ground fleet and airline via its proprietary, digital PEAK freight marketplace, which provides robust carrier capacity and transparent pricing, backed by 24/7/365 logistics experts. Ascent’s offerings include air charter and ground expedited solutions as well as truckload, less-than-truckload, global forwarding, brokerage, and managed transportation services. The experienced Ascent team solves customers’ most challenging logistics needs by providing industry-leading service and top-tier satisfaction. Our Guiding Principles At the core of Ascent's culture is a strong commitment to excellence, driven by the passion and dedication of every team member. We're equally dedicated to going above and beyond for our customers, ensuring this commitment extends beyond our team and brings exceptional value to those we serve. We aim for perfect execution in everything we do and ‘play hard’ by creating an environment where tasks are performed with a can-do attitude from start to finish. We ‘play smart’ by delivering on our commitments in an honest, fair and ethical manner. We treat every person with whom we interface with the utmost dignity and respect. We understand that our teammates are our most valuable assets, so we ‘play together’ by making every effort to provide a professional and enjoyable experience, enabling careers to flourish and personal growth to be achieved. What You’ll Do This job is focused on providing a professional service to customers and liaising with key parties including third party suppliers and other company offices. Ascent offers our customer’s worldwide services that meet our clients complete logistical and supply chain needs. The job of the NFO Time Critical Specialist is very varied and no one day is ever the same as the team is operating 24/7. The NFO Desk Time Critical Specialist is responsible for tasks in each shipment, from order entry through each milestone of the shipments to ensure the team attains the critical delivery times and optimize overall on-time performance. The Time Critical Specialist has daily responsibility to ensure excellent service is delivered to our customers during all telephone/email and virtual contacts. They will provide professional service to customers and liaising with key parties including vendors, internal Ascent teams, and leadership. The Time Critical Specialist reports directly NFO Desk Supervisor - Working as a Time Critical Specialist is a very varied role and involves liaising directly with clients, company leadership, Managers, other Ascent teams, vendors and carriers. - The Time Critical Specialist with be responsible and work with leadership and fellow staff to ensure processing of shipment orders in accordance with established procedures and standards are successful. - Administer the correct processes of each shipment, ensuring all SOP’s are followed properly in regard to order management and the set up and alerting of each shipment, tracking and communication. - Escalate issues, errors and delays immediately per processes set forth - Complete all appropriate training assigned - Train and learn new/revised Standard Operating Procedures (SOPs) and organizational policies. - Communicate to the supervisor any unusual occurrences, emergency situations and any situation that could disrupt the level of operations and/or customer service. - Communicate and document all service issues that may impact the next shift or requiring special attention to their shift supervisor. - Meet and exceed Ascent performance and productivity expectations including but not limited to phones, emails, and task management - Follow Task Logs and monitor for status being updated within a 10-minute window - Follow New orders and monitor for updating with in a 10-minute window - Participate in regular department meetings, assisting in training and information rollouts as needed. - Always copy Leadership on all emails and correspondence involving operations. - Actioning emails and responses in less than 10 minutes - Adhere to all phone protocols and performance standards - Other duties and responsibilities as assigned. What You’ll Bring - High school diploma or general education degree (GED) - Strong computer skills and proficiency in Microsoft Office (Excel, Word and Outlook) - Outstanding customer service skills required. - Understanding of world geography and United States Geography - Experience with Next Flight out shipments, systems and vendor operations is strongly preferred. - Ability to work under pressure and follow through on tasks. - Ability to handle multiple tasks quickly and simultaneously. - Excellent organizational skills, attention to detail and follow through - Proven ability to communicate (verbal and written) effectively with direct staff, management peers and senior level management. Ascent’s Competitive Benefits - 401(k) and employer matching - Life Insurance - Health, Dental, Vision Insurance - Short- & Long-Term Disability - Paid Time Off (PTO) - Employee Assistance Program - Paid Parental Leave - Employee Wellness Program - Paid Holidays - Employee Recognition Programs - Flexible Spending Account (FSA) - Tuition Reimbursement - Health Savings Account (HSA) - Overtime, Differential & Bonus Pay #LI-Remote Salary Range: $24 - $27

We are seeking to hire two (2) full-time, direct hire, fixed-term Customer Support Technicians. These positions are expected to run until mid-September with a possibility of an extension until the end of 2026. - Schedule: Friday, Saturday, Sunday, Monday, and Tuesday - Hours: 7:00 a.m. to 5:00 p.m. - Base pay is 19/hr. Shift premiums available for work outside of regular business hours and range from an additional 2.00 to 4.25/hr. - Fully remote (must be a Michigan resident) Job Summary Under direct supervision, provides technical advice, guidance and formal or informal training to customers using hardware and software programs. While building a general understanding of services provided and departmental functions, helps colleagues troubleshoot and restore service or gather and document information for next level support. Helps perform root cause analysis and develop checklists for typical problems. May assist in recommending procedures and controls for problem prevention. Contributes to maintenance of knowledge database and call tracking database to enhance quality of problem resolution. May request procedures (or changes to procedures) for problem prevention and control. Works in a team setting, sharing information and assisting others with calls. Essential Functions - Working with direct supervision, in a fast-paced, changing environment, and while meeting or exceeding the defined levels for service and customer satisfaction, serves as the first point of Information Services (IS) contact for Corewell Health users who report hardware or software issues. - Following the appropriate processes, policies and procedures, creates concise, timely and detailed written documentation of activities related to service requests, which include incidents, requests and change orders. - Demonstrates excellence in customer service skills, including patience, empathy, good listening and follow through. Utilizes general knowledge of services and departmental functions, along with experience and established triages (or other knowledge) to resolve routine issues or provide mini training sessions for users. May collaborate with more experienced colleagues as a team to resolve technical issues, and when needed, follow the documented processes for escalation. Performs service restoration analysis to facilitate the quick return of functionality to users, even when the cause of an issue is not yet determined or fixed. Remains alert for emerging call patterns as an indicator of trends or systemic issues. - Documents best practices and triages when appropriate, and works with various technical teams to create or to improve documentation, and controls to prevent future problems. Contributes to the maintenance and support of both the knowledge and call tracking databases. - Looks for opportunities to learn from more experienced Customer Support Technicians. Qualifications Required - High School Diploma or equivalent - Less than 2 years’ experience in related field - Experience working in customer service - Basic technical skills and knowledge Preferred - Associate's Degree /Technical school or equivalent - Experience with clinical information systems and environments About Corewell Health As a team member at Corewell Health, you will play an essential role in delivering personalized health care to our patients, members and our communities. We are committed to cultivating and investing in YOU. Our top-notch teams are comprised of collaborators, leaders and innovators that continue to build on one shared mission statement - to improve health, instill humanity and inspire hope. Join a nationally recognized health system with an ambitious vision of continued advancement and excellence. How Corewell Health cares for you - Comprehensive benefits package to meet your financial, health, and work/life balance goals. Learn more here. - On-demand pay program powered by Payactiv - Discounts directory with deals on the things that matter to you, like restaurants, phone plans, spas, and more! - Optional identity theft protection, home and auto insurance, pet insurance - Traditional and Roth retirement options with service contribution and match savings - Eligibility for benefits is determined by employment type and status Primary Location SITE - Corewell Health Place - 100 Corewell Drive NW - Grand Rapids Department Name Workforce Management - Corporate Employment Type Full time Shift Variable (United States of America) Weekly Scheduled Hours 40 Hours of Work Days Worked Weekend Frequency CURRENT COREWELL HEALTH TEAM MEMBERS – Please apply through Find Jobs from your Workday team member account. This career site is for Non-Corewell Health team members only. Corewell Health is committed to providing a safe environment for our team members, patients, visitors, and community. We require a drug-free workplace and require team members to comply with the MMR, Varicella, Tdap, and Influenza vaccine requirement if in an on-site or hybrid workplace category. We are committed to supporting prospective team members who require reasonable accommodations to participate in the job application process, to perform the essential functions of a job, or to enjoy equal benefits and privileges of employment due to a disability, pregnancy, or sincerely held religious belief. Corewell Health grants equal employment opportunity to all qualified persons without regard to race, color, national origin, sex, disability, age, religion, genetic information, marital status, height, weight, gender, pregnancy, sexual orientation, gender identity or expression, veteran status, or any other legally protected category. An interconnected, collaborative culture where all are encouraged to bring their whole selves to work, is vital to the health of our organization. As a health system, we advocate for equity as we care for our patients, our communities, and each other. From workshops that develop cultural intelligence, to our inclusion resource groups for people to find community and empowerment at work, we are dedicated to ongoing resources that advance our values of diversity, equity, and inclusion in all that we do. We invite those that share in our commitment to join our team. You may request assistance in completing the application process by calling 616.486.7447.

Where You’ll Work CommonSpirit Health at Home is a full-service health care organization that believes the best place for someone to get better is in their own home. As a faith-based organization, we are committed to finding new ways to improve the health of our patients and the health of the communities we serve. Rooted in humankindness, our ministry is at the heart of everything we do and can be seen in every patient we touch. Job Summary and Responsibilities This is a Monday - Friday position. 12 pm to 9 pm EST. There is a high probability of weekend work. At CommonSpirit Health at Home we strive to embody our mission of delivering hope and healing to those we serve. As a Client Registration Coordinator, you’ll ensure the entry of referrals and payor verification is completed and assists other team members to facilitate the insurance process. Other responsibilities include: - Acts as initial service ambassador to referral sources, physicians, patients, caregivers and other external customers providing the highest quality service. - Responsible for the initial entry, verification, and maintenance of information regarding new patients in all applicable software programs. - Processes private insurance verifications, verifies eligibility of Medicare, Medicaid and third party payers and any other duties as directed. - Responsible for the complete, accurate, and timely registration of patients to home care and/or hospice, including but not limited to demographic information, payor information, service needs. - Works with location and Corporate employees to ensure all initial patient information is correct for clinical services and monthly billing. - Answers, via telephone and e-mail, insurance questions for home health staff. - Assists coordinators and other staff by responding timely to requests for information. - Communicates effectively and courteously with referral sources, patients, their family members and staff. - Interacts with all management staff in a professional, effective manner to facilitate problem resolution. - Consults with management on areas of concern or outside of authority level. - Maintains confidentiality of information of the department. - All other duties as assigned. Your benefits include: - Generous annual bonus structure based on company performance - Excellent Vacation Plan - Paid Holidays and Personal Days - Medical, Dental, and Vision Plans - Tuition Reimbursement - Fidelity 401(K) Plan Job Requirements - Candidates must reside in one of the approved remote worker states: AR, AZ, CO, FL, GA, IA, IL, IN, KY, MI, NC, ND, NE, NJ, OH, SC, TN, TX, UT, WI. - High School Diploma or Equivalent. - Associates degree or equivalent or any equivalent combination of education and experience preferred. - Minimum of Two Years Customer Service Experience and One year of relevant experience in a professional setting, preferably in reimbursement, insurance verification required. - Strong insurance payor verification experience required. At CommonSpirit Health at Home, we are proud to be an Equal Opportunity Employer, promoting diversity, equity, and inclusion in every aspect of our organization. We value the unique contributions of all individuals, including minorities, protected veterans, and individuals with disabilities.