Role Description Our telephony infrastructure is central to everything we do. The calls we receive are sensitive in nature, and the availability of our phone services is directly linked to our ability to support people when they need it most. The performance, reliability, and administration of our telecoms platform is therefore a critical function within the business. This role sits within the IT function and reports directly to the Head of IT. The Telecoms and Call Centre Specialist is responsible for the day-to-day administration, configuration, monitoring, and improvement of the Spectrum.Life telephony platform, built on Asterisk and FreePBX and managed in partnership with our telecoms provider. The role covers: - Call queue management - IVR configuration - Agent reporting - Wallboard development - Call statistics production It requires a technically capable individual who understands the operational demands of a high-availability call centre environment and can translate that understanding into reliable, well-documented system administration. As Spectrum.Life expands, this role will extend across all active markets. The person appointed will work closely with the Head of IT, the telecoms vendor team, and operational stakeholders to ensure telephony performance meets contracted SLAs and supports the quality of service our clients depend on. Responsibilities - PBX Administration - Day-to-day administration of the Asterisk/FreePBX platform, including extension management, dial plan configuration, and IVR setup - Manage and maintain call queues, ring groups, and routing logic across all active DDIs - Coordinate with telecoms vendor for system changes, fault escalation, and SLA-governed incident resolution - Carry out configuration changes in line with the Release and Deployment SOP, ensuring changes are tested and documented before production deployment - Maintain system documentation and update the Telecommunications Management SOP required - Call Centre Operations - Monitor and manage inbound call queue performance, including agent availability, call wait times, and abandon rates - Configure and maintain agent pause codes and operational states to support accurate reporting of agent activity - Support the operational team with call flow changes, queue adjustments, and IVR prompt updates in response to business need - Liaise with service teams to ensure call routing and queue configuration reflects current operational requirements across Ireland, UK, and Australia - Reporting and Call Statistics - Produce regular call statistics and performance reports for operational and management stakeholders - Maintain and develop the call statistics recording system, which processes PBX event webhooks to calculate agent state durations across pause codes for KPI reporting - Support the development of automated reporting pipelines, working alongside the Data function where applicable - Ensure reporting is accurate, timely, and aligned to the metrics that matter to the business - Wallboard Development and Maintenance - Administer and maintain the live call centre wallboard, which displays agent activity, queue status, and daily call totals for operational visibility - Develop new wallboard views and features, including call queue information such as agents available versus calls waiting - Work with the Head of IT on iterative improvements to the wallboard, built in PHP with a server-side cached data layer and JavaScript client - Ensure the wallboard remains stable, accurate, and performant in a production environment - Monitoring, Availability, and Incident Management - Monitor telephony system health and DDI availability, acting promptly on alerts or anomalies - Support P1 and P2 telephony incident response in line with the Incident Management SOP and Information Security Incident Response Policy - Maintain awareness of the telecoms vendor SLA and support the Head of IT in ensuring the vendor meets its contractual obligations - Maintain line issues registers and contribute to post-incident reviews Qualifications - Demonstrable hands-on experience administering Asterisk and FreePBX in a production environment - Experience managing call centre queues, IVR configuration, DDI routing, and dial plan logic - Practical experience producing call centre reports and working with call data, either from QueueMetrics, CDR records, or equivalent reporting tools - Experience developing or maintaining operational dashboards or wallboards, with an understanding of real-time data presentation - Comfortable working with PHP or equivalent server-side scripting for telephony integrations and data handling - Able to read and interpret call flow logic, PBX event data, and system logs to diagnose and resolve faults - Strong written documentation skills; able to produce and maintain SOPs and configuration records to an auditable standard - Experience working with a managed telecoms provider and managing vendor relationships against SLA obligations Desirable - Experience with SIP trunk configuration and multi-instance PBX environments - Familiarity with QueueMetrics or similar call centre analytics platforms - Experience with webhook-driven integrations and event-based data capture from PBX systems - Experience with DDI testing tools or automated telephony testing processes - Working knowledge of JavaScript for front-end wallboard or dashboard development - Exposure to multi-market telephony operations, particularly across UK, Ireland, or Australia - Understanding of ITIL service management principles, particularly incident and change management Benefits - Full-time permanent contract - Work from home - Competitive salary (Dependent on experience) + employee benefits - Continuous professional development and training opportunities - 25 days annual leave - 24/7 EAP and a wide range of health and wellbeing supports - Extensive list of employee perks and benefits: Employee Perks Your Profile - Methodical and detail-oriented; understands that accuracy in telephony configuration has direct operational consequences - Self-sufficient in a remote working environment; able to manage own workload and prioritise without close supervision - Clear communicator across technical and non-technical audiences; able to explain telephony issues in plain language to operational stakeholders - Proactive in identifying and resolving issues before they escalate to outages - Comfortable working within a structured change management process and maintaining accurate records - Collaborative; willing to work alongside vendor contacts, the Data function, and operational teams to deliver improvements

• Binnen deze rol ben jij hét aanspreekpunt voor klanten binnen de boeiende energiesector. • Je switcht moeiteloos tussen inbound calls, online chat/e-mail en administratie. • Jij zorgt ervoor dat elke klant tevreden en goed geïnformeerd is! • Inbound Campagnes: Je beantwoordt vragen naar aanleiding van marketingacties. • Je vergelijkt energietarieven, helpt bij het afsluiten van contracten en beantwoordt algemene marktvragen. • Verhuisservice: Je helpt klanten die gaan verhuizen! • Je berekent de beste tarieven voor hun nieuwe adres, werkt klantgegevens bij en zorgt dat het contract vlekkeloos overgaat. • Is er data herhaaldelijk onvolledig? Dan bel je de klant proactief op (outbound). • Online Chat & E-mail: Je adviseert potentiële nieuwe klanten online, helpt hen met prijsberekeningen en overtuigt hen om voor ons te kiezen. • Administratie & Follow-up: Je verwerkt contracten nauwkeurig in het systeem en belt klanten na die hun online contract niet helemaal hebben afgerond.

Title: Transitional Liaison Registered Nurse Location: Byfield - MA Job Description: time type Full time job requisition id JR-135621 At Elara Caring, we have a unique opportunity to play a huge role in the growth of an entire home care industry. Here, each employee has the chance to make a real difference by carrying out our mission every day. Join our elite team of healthcare professionals, providing the Right Care, at the Right Time, in the Right Place. Job Description: *Hybrid position* At Elara Caring, we care where you are and believe the best place for your care is where you live. We know there’s no place like home, and that’s why our teams continue to provide high-quality care to more than 60,000 patients each day in their preferred home setting. Wherever our patients call home and wherever they are on their health journey, we care. Each team member has a part to play in this mission. This means you have countless ways to make a difference as a Transitional Liaison Registered Nurse. Being a part of something these great, starts by carrying out our mission every day through your true calling: developing an amazing team of compassionate and dedicated healthcare providers. To continue to be an industry pioneer delivering unparalleled care, we need a Transitional Liaison Registered Nurse with commitment and compassion. Are you one of them? If so, apply today! Why Join the Elara Caring mission? - Work autonomy and flexible schedules - 1:1 patient care - Supportive and collaborative environment - Competitive compensation package - Tuition reimbursement for full-time staff and continuing education opportunities for all employees - Comprehensive insurance plans for medical, dental, and vision benefits - 401(K) with employer match - Paid time off, paid holidays, family and pet bereavement - Pet insurance As a Transitional Liaison Registered Nurse, you’ll contribute to our success in the following ways: - Utilizes accepted internal practices to identify patients who may be eligible for and who benefit from Hospice services. - Adheres to the requirements of internal processes, procedures, and workflows including those related to transition, establishment of hospice eligibility, hospice admission visits, and documentation. - Assesses patient needs and obtains data on physical, psychological, social, and spiritual factors that demonstrate adherence to eligibility requirements and may influence patient/family/caregiver health status. - Collaborates with internal resources to ensure effective patient outreach, documentation of service eligibility and appropriateness, and coordination of care. - Provides direct interaction with patients and caregivers to assess goals of care, preference for service delivery, and initial physical evaluation and assessment. - Ensures that patients and caregivers have information needed regarding available services, including hospice, to make informed decisions about care - Teaches hospice philosophy, general eligibility requirements, and transition process to skilled home health staff, and other internal teams as appropriate, to facilitate coordination of care for transitioning patients; provides support to educate referral sources about transition program scope and guidelines What is Required? - Graduate of an accredited RN Program - 3+ years’ experience in a clinical care setting - Current state license as RN - Must have reliable transportation, a valid driver’s license, and current auto insurance in accordance with the laws of the state. - Experience within Home Health or Hospice is preferred You will report to the Transitional Care Team Lead. The base salary for this position is $75,000 to $90,000 annually based on the company’s good faith estimate at the time of posting. Actual pay will be determined based on factors such as education, experience, skills, and internal equity. This is not a comprehensive list of all job responsibilities; a full job description will be provided. Equal Employment Opportunity: We are proud to be an equal opportunity workplace and comply with state and federal affirmative action requirements. Individuals are recruited, hired, assigned and promoted without regard to race, national origin, religion, age, color, sex, sexual orientation, gender identity, disability, protected veteran status, or any other protected characteristic. If you require assistance due to a disability in the application or recruitment process, please submit a request via email at recruiting@elara.com. Pay & Benefit Information: Compensation for this role will be determined based on a variety of factors, including qualifications, skills, competencies, and relevant experience. Elara offers a broad range of benefits. Learn more at https://careers.elara.com/us/en/benefits EVerify: Elara Caring participates in E-Verify after a job offer is accepted and Form I-9 completed.

Title: Patient Representative Call Center Location: Miami Beach, FL Full time Job Description: As Mount Sinai grows, so does our legacy in high-quality health care. Since 1949, Mount Sinai Medical Center has remained committed to providing access to its diverse community. In delivering an unmatched level of clinical expertise, our medical center is committed to recruiting and training top healthcare workers from across the country. We offer the latest in advanced medicine, technology, and comfort in 12 facilities across Miami-Dade (including our 674-bed main campus facility) and Monroe Counties, with 38 medical services, including cancer care, 24/7 emergency care, orthopedics, cardiovascular care, and more. Mount Sinai takes pride in being South Florida's largest private independent not-for-profit hospital, dedicated to continuing the training of the next generation of medical pioneers. Culture of Caring: The Sinai Way Our hardworking, tight-knit community of more than 4,000 dedicated employees fosters an environment of care and compassion. Each member plays a vital role in our collective mission to deliver excellent healthcare through innovation, education, and research. At Mount Sinai, we take pride in our achievements, aiming to be a beacon of quality healthcare in South Florida. We welcome all healthcare professionals to join our thriving community and contribute to our pursuit for clinical excellence. Department: Job Description Summary: MUST BE BILUNGUAL IN ENGLISH AND SPANISH Hybrid opportunity to work from home after 6 months working at the hospital on Miami Beach. Base salary PLUS new monthy and quarterly incentive progam! 8:30AM - 5 PM, Monday to Friday The Patient Representative supports patients by efficiently handling incoming calls, scheduling appointments accurately, and following established call flow and workflow processes. This role provides professional, empathetic service, utilizes call center and scheduling systems effectively, and ensures proper documentation, notes, and message handling. The representative adheres to schedule expectations, demonstrates strong communication and customer service skills, and follows escalation procedures when needed to support a positive patient experience. Position Responsibilities - CALL FLOW - Can follow prescribed call flow for routine scheduling calls. - PATIENT INTERACTIONS - Consistently demonstrates proper etiquette when receiving, transferring, or placing calls on hold. - PATIENT EXPERIENCE (Empathy) - Has completed empathy training and understands the importance of this skill. - SCHEDULING EXPERTISE - Demonstrates basic facility with the technology systems in making appointments. - PROCESS COMPLIANCE - Consistently demonstrates compliance with workflow processes such as wrap codes, CRM, notes, and messages. - APPOINTMENT ACCURACY - For a majority of appointments, is able to make appointments with the right physician within the right timeframe. - ESCALATIONS - Demonstrates understanding of the escalation process for appointments. - QUALITY ASSURANCE - Accepts quality assurance feedback and understands improvement opportunities. - PROFESSIONALISM - Always acts professionally. - SCHEDULE ADHERANCE - Adheres to schedule and is very reliable with attendance. Qualifications - Education - High School diploma - Experience - MUST BE BILUNGUAL IN ENGLISH AND SPANISH - 1 year of experience in Contact Center or similar role. - Some knowledge of medical terminology or healthcare operations desired. - Excellent communications skills. Adept at computer software including office automation tools. - Track record of outstanding customer service Benefits: We believe in the physical and mental well-being of our employees and are committed to offering comprehensive benefits that fit their personal needs: - Health benefits - Life insurance - Long-term disability coverage - Healthcare spending accounts - Retirement plan - Paid time off - Pet Insurance - Tuition reimbursement - Employee assistance program - Wellness program - On-site housing for select positions and more! Degree Requirements: High School Diploma (Required)