Role Description The Call Center Service Delivery Manager ensures the efficient and effective operation of Rapid Resolution teams, aligning their activities with organizational objectives and client needs. This role involves managing day-to-day operations, including training, documentation, and reporting to enhance service delivery. Collaborating closely with clients, near shore resources and internal leadership, the Service Delivery Manager is responsible for achieving agreed service levels, driving continuous improvement, and fostering a high-performing team environment. By focusing on operational efficiency and client satisfaction, this role plays a key part in the organization's overall success. - Lead, coach, and develop IT service professionals, fostering a high-performance environment and ensuring team alignment with service goals. - Establish, manage, and continuously improve frameworks for service delivery, aligning with organizational goals. - Responsible for tracking training to ensure skillsets and regulation compliance are being met. - Monitor and analyze performance metrics (KPIs), report on service performance, and identify opportunities for improvement. - Oversee ConnectWise service tickets, ensuring timely resolution and alignment with service goals. - Conduct performance reviews, set targets, and make compensation decisions to drive team success. - Coordinate call center documentation, ensuring reliability and accuracy. - Develop and maintain a Continuous Service Improvement program. - Ensure compliance with company policies, maintain accurate service documentation, and provide on-call support. - Assist all managed service teams with client reporting needs as necessary. - Support strategies to improve service gross margin and profits. - Act as an escalation point of contact to handle issues and involve direct leadership as needed. - Monitor staffing, equipment, and training needs for the division. - Engage with other Divisional and Business Unit leaders to ensure business continuity. - Collaborate with the leaders to maintain an Installation Center of Excellence experience for employees and clients. - Handle escalated client requests and issues to a successful resolution. - Uphold Marco’s business ethics by ensuring solutions meet clients’ needs. - Develop and maintain in-depth knowledge of company products and services, processes, markets, trends, competitors, and clients to maximize efficiency and effectiveness. - Support Marco’s commitment to total client satisfaction through active participation in established processes, including prompt research and resolution. - Understand, endorse, demonstrate, and teach the Marco mission, philosophy, culture, and policies. - Demonstrate leadership by presenting a positive example, establishing high standards, holding employees accountable, and maintaining the highest standards of honesty and integrity. - Represent the organization as appropriate in its relationships with major clients, suppliers, competitors, government agencies, professional societies, and similar groups. - Manage the required non-traditional work hours to meet job duties and responsibilities. Qualifications - Bachelor’s degree and four years of relevant experience or equivalent combination of education and experience. - Proven experience in managing teams and delivering IT services in a complex environment. Requirements - Experience managing call center operations. - Experience with near-shore operating model. - Experience capturing, documenting, and illustrating complex functional and technical requirements. - Proven experience leading all levels of the MIT Service Teams. - Excellent communication skills for engaging with people at all organizational levels. - Ability to mentor, share knowledge, and educate team members. - Strong problem-solving skills with a focus on delivering high-quality service solutions. - Extensive knowledge of MS technology and client platforms and proficiency with business collaboration tools. - Well-organized, self-directed, and capable of working effectively within a team. - Commitment to treating people respectfully, working with integrity, and upholding organizational values. - Experience with incident management, service request management, and problem management processes. - Excellent communication skills in working with and relating to people at all levels of an organization. - Well organized and self-directed while being a team player. - Treat people respectfully, work with integrity and ethics, and uphold organizational values. - Balance team and individual responsibilities; exhibit objectivity and openness to others' views; give and welcome feedback; contribute to building a positive team spirit; put the success of the team above own interests; able to build morale and group commitments to goals and objectives; support everyone's efforts to succeed. - Cost Conscious – Conserve organizational resources. Benefits - Pay Range: $68,633 - $106,381 annually - The pay range listed for this position is based on candidate's skill level, experience, relevant licenses, and educational background. - For detailed information about our benefits, please visit our careers page at www.marconet.com/careers . Location This is a remote-eligible position, however, Marco Technologies requires employees to reside within one of the following states: DE, FL, IA, IL, IN, KY, MD, MI, MN, MO, ME, NE, ND, NJ, PA, RI, SD, TX, WI.

Job DetailsJob Location: Norwood, MA 02062Position Type: Full TimeSalary Range: $30.00 - $31.25 HourlyCraving a New Adventure? Flex Your Clinical Skills Right from Your Couch! Are you a Registered Nurse (RN) seeking a role that challenges you, helps you grow, and lets you work from the comfort of your own home? MES has the perfect opportunity for you! We’re looking for a Clinical Quality Assurance Coordinator to join our team! In this role, you’ll be responsible for ensuring that Peer Review case reports meet the highest standards of quality, integrity, and compliance with client agreements, regulatory guidelines, and federal/state mandates. Why This Role Rocks: 100% Remote – Enjoy the flexibility of working from home! Impactful Work – You’ll play a key role in ensuring the quality and compliance of critical reports. Pick a Schedule That Works for You – Monday through Friday with rotating weekend shifts. You can start your day anytime between 7:00am-9:00am and end between 3:30pm-5:30pm EST with 1 late night per week from 12:00pm-8:30pm EST. Responsibilities include: Perform quality assurance review of peer review reports, correspondences, addendums or supplemental reviews. Ensure clear, concise, evidence-based rationales have been provided in support of all recommendations and/or determinations. Ensure that all client instructions and specifications have been followed and that all questions have been addressed. Ensure each review is supported by clinical citations and references when applicable and verifies that all references cited are current and obtained from reputable medical journals and/or publications. Ensure the content, format, and professional appearance of the reports are of the highest quality and in compliance with company standards. Ensure the appropriate board specialty has reviewed the case in compliance with client specifications or state mandates and is documented accurately on the case report. Verify that the peer reviewer has attested to only the facts and that no evidence of reviewer conflict of interest exists. Ensure the provider credentials and signature are adhered to the final report. Identify any inconsistencies within the report and contacts the Peer Reviewer to obtain clarification, modification or correction as needed. Assist in resolution of client complaints and quality assurance issues as needed. Ensure all federal ERISA and state mandates are adhered to at all times. Provide insight and direction to management on consultant quality, availability and compliance with all company policies and procedures and client specifications. Promote effective and efficient utilization of company resources. Participate in various educational and or training activities as required. Perform other duties as assigned. If you’re a motivated, energetic RN ready to take on an exciting new challenge, we want you on our team! At MES, we offer a dynamic environment where your skills will shine. QualificationsHigh school diploma or equivalent required. A minimum of two years clinical or related field experience; or equivalent combination of education and experience. Knowledge of the insurance industry preferably claims management relative to one or more of the following categories: workers' compensation, no-fault, liability, and/or disability. Must have strong knowledge of medical terminology, anatomy and physiology, medications and laboratory values. Must be able to add, subtract, multiply, and divide in all units of measure, using whole numbers and decimals; Ability to compute rates and percentages. Must be a qualified typist with a minimum of 40 W.P.M Must be able to operate a general computer, fax, copier, scanner, and telephone. Must be knowledgeable of multiple software programs, including but not limited to Microsoft Word, Outlook, Excel, and the Internet. Must possess excellent skills in English usage, grammar, punctuation and style. Ability to follow instructions and respond to upper managements’ directions accurately. Demonstrates accuracy and thoroughness. Looks for ways to improve and promote quality and monitors own work to ensure quality is met. Must demonstrate exceptional communication skills by conveying necessary information accurately, listening effectively and asking questions where clarification is needed. Must be able to work independently, prioritize work activities and use time efficiently. Must be able to maintain confidentiality. MES Solutions is a premier provider of independent medical examination and peer review services to the insurance, corporate, legal, and government sectors. Members of our credentialed medical panel conduct physical examinations or medical record reviews, delivering reports that assist clients in the resolution of automotive, disability, liability, and workers' compensation claims. MES has been providing services nationally since 1978 in accordance with the industry's highest standards of operating excellence and regulatory compliance. MES offers a fast-paced team atmosphere with competitive benefits (medical, vision, dental), paid time off, and 401k. Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, pregnancy, genetic information, disability, status as a protected veteran, or any other protected category under applicable federal, state, and local laws.

Job DetailsJob Location: Norwood, MA 02062Position Type: Full TimeSalary Range: $30.00 - $31.25 HourlyCraving a New Adventure? Flex Your Clinical Skills Right from Your Couch! Are you a Registered Nurse (RN) seeking a role that challenges you, helps you grow, and lets you work from the comfort of your own home? MES has the perfect opportunity for you! We’re looking for a Clinical Quality Assurance Coordinator to join our team! In this role, you’ll be responsible for ensuring that Peer Review case reports meet the highest standards of quality, integrity, and compliance with client agreements, regulatory guidelines, and federal/state mandates. Why This Role Rocks: 100% Remote – Enjoy the flexibility of working from home! Impactful Work – You’ll play a key role in ensuring the quality and compliance of critical reports. Pick a Schedule That Works for You – Monday through Friday with rotating weekend shifts. You can start your day anytime between 7:00am-9:00am and end between 3:30pm-5:30pm EST with 1 late night per week from 12:00pm-8:30pm EST. Responsibilities include: Perform quality assurance review of peer review reports, correspondences, addendums or supplemental reviews. Ensure clear, concise, evidence-based rationales have been provided in support of all recommendations and/or determinations. Ensure that all client instructions and specifications have been followed and that all questions have been addressed. Ensure each review is supported by clinical citations and references when applicable and verifies that all references cited are current and obtained from reputable medical journals and/or publications. Ensure the content, format, and professional appearance of the reports are of the highest quality and in compliance with company standards. Ensure the appropriate board specialty has reviewed the case in compliance with client specifications or state mandates and is documented accurately on the case report. Verify that the peer reviewer has attested to only the facts and that no evidence of reviewer conflict of interest exists. Ensure the provider credentials and signature are adhered to the final report. Identify any inconsistencies within the report and contacts the Peer Reviewer to obtain clarification, modification or correction as needed. Assist in resolution of client complaints and quality assurance issues as needed. Ensure all federal ERISA and state mandates are adhered to at all times. Provide insight and direction to management on consultant quality, availability and compliance with all company policies and procedures and client specifications. Promote effective and efficient utilization of company resources. Participate in various educational and or training activities as required. Perform other duties as assigned. If you’re a motivated, energetic RN ready to take on an exciting new challenge, we want you on our team! At MES, we offer a dynamic environment where your skills will shine. QualificationsHigh school diploma or equivalent required. A minimum of two years clinical or related field experience; or equivalent combination of education and experience. Knowledge of the insurance industry preferably claims management relative to one or more of the following categories: workers' compensation, no-fault, liability, and/or disability. Must have strong knowledge of medical terminology, anatomy and physiology, medications and laboratory values. Must be able to add, subtract, multiply, and divide in all units of measure, using whole numbers and decimals; Ability to compute rates and percentages. Must be a qualified typist with a minimum of 40 W.P.M Must be able to operate a general computer, fax, copier, scanner, and telephone. Must be knowledgeable of multiple software programs, including but not limited to Microsoft Word, Outlook, Excel, and the Internet. Must possess excellent skills in English usage, grammar, punctuation and style. Ability to follow instructions and respond to upper managements’ directions accurately. Demonstrates accuracy and thoroughness. Looks for ways to improve and promote quality and monitors own work to ensure quality is met. Must demonstrate exceptional communication skills by conveying necessary information accurately, listening effectively and asking questions where clarification is needed. Must be able to work independently, prioritize work activities and use time efficiently. Must be able to maintain confidentiality. MES Solutions is a premier provider of independent medical examination and peer review services to the insurance, corporate, legal, and government sectors. Members of our credentialed medical panel conduct physical examinations or medical record reviews, delivering reports that assist clients in the resolution of automotive, disability, liability, and workers' compensation claims. MES has been providing services nationally since 1978 in accordance with the industry's highest standards of operating excellence and regulatory compliance. MES offers a fast-paced team atmosphere with competitive benefits (medical, vision, dental), paid time off, and 401k. Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, pregnancy, genetic information, disability, status as a protected veteran, or any other protected category under applicable federal, state, and local laws.

This is a remote position. We are seeking a Performance Test Engineer to support a large-scale Facets migration project within the healthcare payer environment. This role is responsible for designing, executing, and analyzing performance, load, and stress tests to ensure system scalability, reliability, and responsiveness across the Facets platform and integrated systems. Key Responsibilities: - Design and execute performance, load, and stress testing strategies aligned with project requirements - Develop and maintain performance test scripts and scenarios - Analyze system performance, identify bottlenecks, and provide recommendations for optimization - Validate system scalability and stability under varying workloads - Collaborate with development, infrastructure, and QA teams to resolve performance issues - Monitor system behavior during testing, including response times, throughput, and resource utilization - Support performance validation activities during system integration testing (SIT), user acceptance testing (UAT), and production readiness - Provide detailed performance test reports and communicate findings to stakeholders - Support testing efforts related to Facets migration, including data-intensive processes and claims workflows - Participate in root cause analysis and performance tuning efforts Requirements Required Qualifications: - Experience in performance testing, load testing, or related QA roles - Strong understanding of performance testing methodologies and best practices - Experience with performance testing tools (such as LoadRunner, JMeter, or similar) - Ability to analyze performance metrics and identify system bottlenecks - Strong analytical and problem-solving skills - Excellent communication skills, with the ability to present findings clearly