Role Description Plugaaê é uma consultoria especializada em reduções de custos em contratações, nós encontramos os melhores talentos, minimizamos gastos com turnover e com contratações erradas. Nossa essência é digital e usamos isso para fornecer uma experiência única aos nossos clientes. Prezamos por um atendimento simples, moderno e eficaz. Nossos #pluguers carregam nossa missão, propósito e a visão e são obstinados por excelência no atendimento. Para essa posição você irá atuar com projetos de volumes para as marcas mais conhecidas e queridinhas do MUNDO! - Prezamos por um ambiente dinâmico, com liberdade e com resultado. - A meritocracia é nossa chave, então se você tiver uma ótima performance o PIX $$$$$ é certo! Qualifications - Possuir notebook/Computador, internet e chip corporativo. - Conhecimento em excel para alimentar informações em planilhas. - Experiência com recrutamento e seleção em vagas de volume operacional. - Familiaridade em plataformas como: Linkedin, Infojobs, Catho, entre outras. - Capacidade de trabalhar com metas. - Organização com multi projetos. - Ter CNPJ ativo para emissão de NF de serviço prestado.

• Oversee work performed by the high cost drug audit program to ensure accuracy • Undertake quality reviews of coding audits • Provide mentoring of staff in HCD program • Develop audit feedback sessions for auditors • Identify general training trends and requirements

• Verify caller enrollment status with Mercy Care Plan. • Collect and document accurate demographic information from members/callers, as well as from Mercy Care systems. • Confirm details such as whether members receive special assistance (applicable to members with serious mental illness). • Utilize the QuickBase database to complete intake forms, ensuring documentation of members' reasons for calling is thorough and precise. • Provide empathetic and compassionate support to all callers. • Assist with special projects as assigned.

• Provide 2nd line Service Desk support for client IT incidents and requests, to include but not limited to: - M365 and O365 Administration - Resolve basic virtual client issues including virtual and physical endpoints – ie. Citrix - PC hardware and software errors and issues - Desktop or related client hardware peripherals - Microsoft Azure related incidents and requests • Research, resolve, and respond to complicated technical Incidents received via phone calls, emails, and submitted requests in a timely manner following Standard Operating Procedures • Act as an escalation point for technical problems from junior analysts • Accept and log external and internal client calls • First Call Resolution - Execute first attempt to resolve the client call on first call • Perform administration and support of virtual and physical endpoints and systems using available system tools • Escalate incidents and requests to the appropriate technical team for additional troubleshooting and resolution • Track the progress of client incidents and requests during the entire lifecycle to ensure the issues are closed within the agreed Operation Level Agreement • Communicate, internally and externally, the status of the call directly with the client • Contribute to the Knowledge Base with updates to existing articles and generation of new articles • Assist with cross training of Service Desk team members as needed