• Design and enhance proactive monitoring capabilities for AWS Amazon Connect CCaaS platforms, ensuring high availability, reliability, and performance across production environments • Collaborate closely with developers, architects, and platform owners to establish logging standards, enforce monitoring best practices, and enable efficient troubleshooting through structured observability frameworks • Participate in application design discussions to develop end-to-end interaction visibility using Splunk, enabling deep operational insights and traceability across contact center workflows • Troubleshoot and resolve production incidents, performing root cause analysis and implementing preventive measures to improve system stability • Partner with vendor teams to drive operational improvements, strengthen monitoring strategies, and enhance overall platform observability • Develop and maintain Amazon CloudWatch dashboards as complementary monitoring solutions to Splunk, ensuring redundancy and comprehensive performance tracking • Conduct knowledge-sharing sessions and document troubleshooting playbooks to enable broader support teams and improve operational readiness

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. Healthcare Call Center Representative Location: Remote (Virtual Environment) Company: Trusted Leader in Healthcare Services Are you passionate about delivering exceptional customer service and building meaningful relationships? As a Healthcare Call Center Representative, you will be the cornerstone of our commitment to customer satisfaction. In this role, you will provide comprehensive support and information to members, providers, and patients, ensuring they get the most out of their healthcare plans and services. By adhering to compliance guidelines and embodying our company values, your objective is to deliver extraordinary service while building trust and rapport with current and prospective members. What You'll Be Doing: - Customer Interactions: - Manage inquiries in areas such as Member Services, Medicare, and Billing. - Represent our client professionally by addressing and documenting all incoming queries, including complex calls related to specialized product lines. - Quality Service: - Uphold the organization’s philosophy of extraordinary customer relations. - Proactively engage with Health Plan, medical group, and facility personnel to gather relevant information for resolving member inquiries. - Problem Resolution: - Analyze and evaluate customer issues to initiate and coordinate service recovery measures. - Document all member interactions meticulously following established procedures. - Healthcare Knowledge - Demonstrate familiarity with health insurance terminology (copays, deductibles, claims, authorizations, etc.). - Understand Medicare/Medicaid plans and regulations, and explain plan benefits, provider networks, and coverage policies. - Operational Excellence - Leverage a thorough understanding of company policies and processes to meet customer needs effectively. - Contribute to departmental goals and objectives while maintaining proficiency through ongoing training and use of required tools. - Performance Metrics: - Monitor and achieve Contact Center KPIs, including call handling, first call resolution, and member retention. - Compliance and Ethics: - Consistently uphold company compliance standards and Code of Conduct, ensuring privacy and confidentiality of member information. - Adhere to HIPAA regulations to protect personal health information (PHI) and maintain data security. - Tools and Systems: - Use multiple systems/screens while assisting callers effectively - Navigate CRM, EMR/EHR, and ticketing platforms effectively What You Bring: - Experience: - Minimum of two (2) years of customer service or healthcare member-interaction experience. - Previous call center experience and/or prior experience in the health insurance industry (preferred). - Education: - High School Diploma or GED required. - Skills: - Outstanding written and verbal communication skills. - Proven analytical and problem-solving abilities. - Ability to respond concisely and clearly to customer queries. - Strong critical thinking and problem-solving skills. - Typing speed of at least 35 WPM with a 5% or lower error rate. Success Factors for Working from Home - To thrive in this remote role, you’ll need: - Private Workspace: A dedicated, quiet workspace with a door that closes, free from ambient noise. - Ergonomics: A comfortable desk and chair setup that allows for the proper installation of necessary equipment. - Reliable Internet Connection: Stable, high-speed internet with a minimum bandwidth of 20 Mbps downstream and 20 Mbps upstream. - Quiet, Distraction-Free Workspace: A dedicated, quiet area where you can focus on delivering excellent customer service without interruptions. - Tech-Savvy: Comfort with technology and ability to learn new systems quickly. - Self-motivation & Independence: Ability to stay productive and manage your time effectively in a remote environment. - Communication Skills: Strong verbal and written communication skills, especially in a virtual setting. - Adaptability: Ability to adapt to changing technologies and procedures while working remotely. What You Will Get: - Competitive Pay: Enjoy a competitive hourly rate with opportunities for performance-based increases. - Comprehensive Benefits: Full health insurance coverage, including medical, dental, and vision plans. - Work Environment: A supportive, engaging, and inclusive work environment with opportunities to grow and develop your skills. - Career Growth: Abundant advancement opportunities within the organization. - Inclusive Workplace: We are an Equal Opportunity Employer, welcoming individuals with disabilities and veterans. - Unique Perks: - Cell Phone Benefits: $25/month per line for unlimited phone, text, and data (restrictions may apply). - Referral for Life Program™: Earn residual bonuses for referring employees who join the team and remain with the company. Join Our Team: If you are motivated to make a meaningful impact in the lives of others, we want to hear from you. Apply today to embark on a rewarding career where your skills and dedication will help shape the future of healthcare services. If you like wild growth and working with happy, enthusiastic over-achievers, you'll enjoy your career with us!

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. Spanish Bilingual Healthcare Call Center Representative Location: Remote (Virtual Environment) Company: Trusted Leader in Healthcare Services Are you fluent in both Spanish and English? Do you have a passion for delivering exceptional customer service and helping others navigate their healthcare options? If so, we want to hear from you! As a Spanish Bilingual Healthcare Call Center Representative, you will be the cornerstone of our commitment to customer satisfaction. In this role, you will provide comprehensive support and information to members, providers, and patients, ensuring they maximize the benefits of their healthcare plans and services. By adhering to compliance guidelines and embodying our company values, you will deliver extraordinary service while building trust and rapport with current and prospective members. What You'll Be Doing: - Customer Interactions: - Manage inquiries in areas such as Member Services, Medicare, and Billing, assisting Spanish- and English-speaking customers. - Represent our client professionally by addressing and documenting all incoming queries, including complex calls related to specialized product lines. - Quality Service: - Uphold the organization’s philosophy of extraordinary customer relations. - Proactively engage with Health Plan, medical group, and facility personnel to gather relevant information for resolving member inquiries. - Problem Resolution: - Analyze and evaluate customer issues to initiate and coordinate service recovery measures. - Document all member interactions meticulously following established procedures. - Healthcare Knowledge - Demonstrate familiarity with health insurance terminology (copays, deductibles, claims, authorizations, etc.). - Understand Medicare/Medicaid plans and regulations, and explain plan benefits, provider networks, and coverage policies. - Operational Excellence - Leverage a thorough understanding of company policies and processes to meet customer needs effectively. - Contribute to departmental goals and objectives while maintaining proficiency through ongoing training and use of required tools. - Performance Metrics: - Monitor and achieve Contact Center KPIs, including call handling, first call resolution, and member retention. - Compliance and Ethics: - Consistently uphold company compliance standards and Code of Conduct, ensuring privacy and confidentiality of member information. - Adhere to HIPAA regulations to protect personal health information (PHI) and maintain data security. - Tools and Systems: - Use multiple systems/screens while assisting callers effectively - Navigate CRM, EMR/EHR, and ticketing platforms effectively What You Bring: - Experience: - Fluency in both Spanish and English (spoken and written) is required. - Minimum of two (2) years of customer service or healthcare member-interaction experience. - Previous call center experience and/or prior experience in the health insurance industry (preferred). - Education: - High School Diploma or GED required. - Skills: - Outstanding written and verbal communication skills. - Proven analytical and problem-solving abilities. - Ability to respond concisely and clearly to customer queries. - Strong critical thinking and problem-solving skills. - Typing speed of at least 35 WPM with a 5% or lower error rate. Success Factors for Working from Home - To thrive in this remote role, you’ll need: - Private Workspace: A dedicated, quiet workspace with a door that closes, free from ambient noise. - Ergonomics: A comfortable desk and chair setup that allows for the proper installation of necessary equipment. - Reliable Internet Connection: Stable, high-speed internet with a minimum bandwidth of 20 Mbps downstream and 20 Mbps upstream. - Quiet, Distraction-Free Workspace: A dedicated, quiet area where you can focus on delivering excellent customer service without interruptions. - Tech-Savvy: Comfort with technology and ability to learn new systems quickly. - Self-motivation & Independence: Ability to stay productive and manage your time effectively in a remote environment. - Communication Skills: Strong verbal and written communication skills, especially in a virtual setting. - Adaptability: Ability to adapt to changing technologies and procedures while working remotely. What You Will Get: - Competitive Pay: Enjoy a competitive hourly rate with opportunities for performance-based increases. - Comprehensive Benefits: Full health insurance coverage, including medical, dental, and vision plans. - Work Environment: A supportive, engaging, and inclusive work environment with opportunities to grow and develop your skills. - Career Growth: Abundant advancement opportunities within the organization. - Inclusive Workplace: We are an Equal Opportunity Employer, welcoming individuals with disabilities and veterans. - Unique Perks: - Cell Phone Benefits: $25/month per line for unlimited phone, text, and data (restrictions may apply). - Referral for Life Program™: Earn residual bonuses for referring employees who join the team and remain with the company. Join Our Team: If you are a motivated Spanish-English bilingual professional who wants to make a meaningful impact in the lives of others, we encourage you to apply! Start a rewarding career where your language skills, dedication, and customer service expertise will help shape the future of healthcare services. If you like wild growth and working with happy, enthusiastic over-achievers, you'll enjoy your career with us!

Welcome! We’re excited you’re considering an opportunity with us! To apply to this position and be considered, click the Apply button located above this message and complete the application in full. Below, you’ll find other important information about this position. Responsible for scheduling, cancelling, rescheduling and registering of outpatient visits and procedures for multiple ambulatory clinics, by collecting all necessary information for schedule and registration preparation. MINIMUM QUALIFICATIONS: EDUCATION, CERTIFICATION, AND/OR LICENSURE: 1. High School diploma or equivalent. 2. State criminal background check and Federal (if applicable), as required for regulated areas. CORE JOB DUTIES AND RESPONSIBILITIES: The statements described here are intended to describe the general nature of work being performed by people assigned to this position. They are not intended to be constructed as an all-inclusive list of all responsibilities and duties. Other duties may be assigned. 1. Checks in and Checks out patients in accordance with Scheduling/Registration guidelines, with the ability to prioritize according to the patient’s needs. 2. Obtain and verify patient guarantor information a minimum of once a year to ensure that the patient record is up-to-date. If a referral or authorization is needed we generate the referral at this time. 3. Schedules and registers patients/customers based on scheduling guidelines and medical appropriateness within the appropriate clinic. 4. Assures upon check out all follow up appointments & testing are coordinated with the patient. 5. Obtaining and collecting all necessary information from the patient/customer to schedule and register the patient for an appointment. 6. Identifies and communicates need for scheduling modifications and development. 7. Notifying appropriate personnel of any scheduling change due to patient cancellation in a timely fashion. 8. Receives and responds to patient and staff needs and complaints appropriately within the realm of the “patient care” environment, involving department supervisors and patient representatives as needed. 9. Consults with referring physician’s office to ensure written and/or electronic orders exist and obtain them as needed. Verifies upon receiving for completeness of the written orders and notes. Make documentation that outside orders are requested. 10. Responsible for collecting all time of service payments and copayments for patients in the check-in or check-out process. 11. Upon end of day, responsible for reconciling cash drawer and all contents. Responsible for reporting any discrepancies within the cash drawer to the Supervisor or Manager. 12. Responsible for collecting all signatures on waivers for managed care at the point of check in. 13. Completes Workques as needed in a timely fashion along with daily tasks according to the scheduling area working in. 14. Responds to all patient communication in a timely manner. PHYSICAL REQUIREMENTS: The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. 1. Ability to sit for extended periods of time. WORKING ENVIRONMENT: The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. 1. Standard office environment. SKILLS AND ABILITIES: 1. Strong written and verbal communication skills. Additional Job Description: Additional Information: - Access Center Operating Hours: Mon – Fri 8am – 5pm - Scheduled employees may start earlier than 8am or stay later than 5pm - *Operating Hours are subject to change - Access Center Hub is located in Ranson WV. Employees will be remote upon completion of training. Employees may be expected to return to the Access Center Hub for meetings, trainings, power/internet outages, equipment failures, etc - Dress attire is business casual or scrubs when onsite - Other duties as assigned - As always, maintain a professional attitude Scheduled Weekly Hours: 40 Shift: Exempt/Non-Exempt: United States of America (Non-Exempt) Company: BMC Berkeley Medical Center Cost Center: 8408 UHAE Access Teams Address: 2500 Hospital Drive Martinsburg West Virginia Equal Opportunity Employer West Virginia University Health System and its subsidiaries (collectively "WVUHS") is an equal opportunity employer and complies with all applicable federal, state, and local fair employment practices laws. WVUHS strictly prohibits and does not tolerate discrimination against employees, applicants, or any other covered persons because of race, color, religion, creed, national origin or ancestry, ethnicity, sex (including gender, pregnancy, sexual orientation, and gender identity), age, physical or mental disability, citizenship, past, current, or prospective service in the uniformed services, genetic information, or any other characteristic protected under applicable federal, state, or local law. All WVUHS employees, other workers, and representatives are prohibited from engaging in unlawful discrimination. This policy applies to all terms and conditions of employment, including, but not limited to, hiring, training, promotion, discipline, compensation, benefits, and termination of employment.