Contact Center Process Improvement Specialist

WelbeHealth PACE helps seniors stay in their homes and communities by providing medical care and communitybased services. We believe in going the extra mile and aim to make a genuine difference in our participants lives.

The Welbe Advocate Process Improvement Specialist will report to the Director of Service Excellence and is accountable for working closely with department leaders to document processes identify process gaps and make recommendations for improvement often guiding teams through implementation of appropriate solutions. The Welbe Advocate Process Improvement Specialist excels in a fastpaced participantcentric environment and is comfortable with multitasking work dynamics while collaborating with colleagues and stakeholders.

Essential Job Duties:

• Serve as the overall process owner for the Welbe Advocate Hub accountable for overseeing all work processes including the documentation of workflows associated process manuals and the updating or creation of policies and procedures as needed
• Serve as process subject matter expert for the Hub to assess team impact and vet new process changes as they are proposed
• Document current state or new processes by creating workflows or process maps
• Collaborate with teams by facilitating sessions or conducting chairside sessions to aid developing and documenting new processes as needed
• Work with process owners and existing data to identify the business impact of gaps
• Review and develop policies protocols and process manuals as well as oversee the global macro library for the Hub
• Collaborate with the Training team to ensure implemented processes are a part of training and that all training resources are adequately updated including job aids

Job Requirements:

• High school diploma or equivalent; Lean Six Sigma Green Belt Certification preferred
• Minimum of two (2) years of experience leading structured process improvement activities or working in a process improvement role preferred
• Minimum of two (2) years of experience working in healthcare in an operation or quality role preferred
• Contact center experience is highly desired
• Proficiency with technology especially computers software applications and phone systems including experience using electronic medical record systems
• Excellent problem solving leadership and customer service skills; along with comfortability/adaptability working in fastpaced changing environments

Benefits of Working at WelbeHealth: Apply your expertise in new ways as we rapidly expand. You will have the opportunity to design the way we work in the context of an encouraging and loving environment where every person feels uniquely cared for.

• Standard business working hours
• Full medical dental and vision insurance beginning day one
• Work/life balance we mean it! 17 days of personal time off (PTO) 12 holidays observed annually and 6 sick days
• And additional benefits

COVID19 Vaccination Policy

At WelbeHealth our mission is to unlock the full potential of our vulnerable seniors. In this spirit please note that we have a vaccination policy for all our employees and proof of vaccination or a vaccine declination form will be required prior to employment. WelbeHealth maintains required infection control and PPE standards and has requirements relevant to all team members regarding vaccinations.

Our Commitment to Diversity Equity and Inclusion

At WelbeHealth we embrace and cherish the diversity of our team members and were committed to building a culture of inclusion and belonging. Were proud to be an equal opportunity employer. People seeking employment at WelbeHealth are considered without regard to race color religion sex gender gender identity gender expression sexual orientation marital or veteran status age national origin ancestry citizenship physical or mental disability medical condition genetic information or characteristics (or those of a family member) pregnancy or other status protected by applicable law.

Beware of Scams

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