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Healthcare Operations Associate ID-20417

Client Results Associate (Program Specialist)

Are you passionate about providing top-notch support? Liveops is seeking a dedicated individual to be the cornerstone of our agent community's success. As a Client Results Associate, you will be the heartbeat of our operations, offering the first line of support to our independent agents and playing a pivotal role in their business triumphs. If you're a self-starter with a customer-centric mindset and a knack for problem-solving, we want you on our team.

The Purpose of Your Role

Your role is foundational to Liveops success. You nurture a culture of engagement and create a community with our thousands of independent specialists. They turn to you for support and you're a key element to their business' success. As the first line of interaction with our specialists, you provide an exceptional Agent experience while ensuring client success. You do this by managing processes to maximize Agent support, performance, and satisfaction while showing empathy and positivity. The ideal candidate is process oriented, adaptable & able to effectively multi-task using several systems simultaneously.

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The Qualifications We're Looking For

  • High School Diploma, GED or equivalent
  • 1+ years of contact center/BPO experience or comparable customer service-related work experience
  • Mastery of computer basics with an affinity towards technical systems
  • Functional proficiency in Microsoft products to include Outlook, Word, Excel, and PowerPoint
  • Excellent oral and written communication skills
  • Flexible work schedule to include days, nights, overnights, weekends, and holidays
  • Demonstrates a high level of customer experience to support the Agent community
  • Team player with the ability to collaborate with cross-functional teams
  • Highly motivated self-starter with a can-do attitude
  • Capable of utilizing provided resources to assist the Agent community
  • Experience interacting in a fast-paced environment while keeping positive relational and influencing skills intact
  • Strong organizational, multi-tasking, and time management skills
  • Proven ability to educate & motivate others



The Competencies You Bring

Adaptability * Communications * Customer Focus * Problem Solving * Stress Tolerance

The Value You Deliver

  • Partner with program and cross-functional teams to support the growth of the client business and the Agent community
  • Deliver a consistent, excellent customer experience to the Agent community by personalizing interactions and showing empathy in every Agent engagement
  • Provide real-time support to Agents by utilizing resources to quickly answer on-call questions
  • Promote active Agent engagement and advancement by diagnosing, troubleshooting, and resolving Agent issues via both on-call and off-call communications
  • Actively contribute to Agent retention by utilizing current and new support tools
  • Professional participation in client-specific activities such as email/Slack communications, calibration calls, responding to support tickets, engaging with agents in the forums, etc
  • Consistent implementation of skills and knowledge to manage and prioritize competing tasks; ability to multi-task and pivot from one task to another to include internal and Agent communications, on/off-call Agent questions, and more
  • Support the onboarding/teaching/training of new team members through shadowing
  • Ability to recognize trends within the Agent community and quickly escalate concerns for effective resolution



Essential Job Functions

Essential functions are the fundamental, crucial job duties that an employee must be able to perform, with or without reasonable accommodation.

  • Ability to sit or stand at a desk for extended periods of time while working on a computer.
  • Available for virtual meetings in a non-distracted environment.
  • Ability to work independently and meet deadlines.
  • Ability to work a flexible work schedule to include days, nights, overnights, weekends, and holidays
  • Up to 10% travel required per year.



About Liveops:

Liveops partners with Fortune 500 brands to provide exceptional on-demand outsourced customer support, specializing in healthcare, retail, insurance, and financial services. Our people-first approach enables us to deliver high-quality, scalable solutions that help our clients exceed their customer service goals.

As a Liveops employee, you'll be part of a collaborative, purpose-driven culture that values curiosity, innovation, and results. We pride ourselves on fostering an inclusive and supportive environment, with resources like our employee resource groups, wellness program, and other initiatives that empower employees to thrive personally and professionally. Liveops offers excellent benefits, including comprehensive insurance, a 401(k) match, and a flexible vacation plan, ensuring balance and well-being for our team members.

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1. HOW DO YOU PLAN YOUR DAY?

This is what this question poses: When do you focus and start working seriously? What are the hours you work optimally? Are you a night owl? A morning bird? Remote teams can be made up of people working on different shifts and around the world, so you won't necessarily be stuck in the 9-5 schedule if it's not for you...

2. HOW DO YOU USE THE DIFFERENT COMMUNICATION TOOLS IN DIFFERENT SITUATIONS?

When you're working on a remote team, there's no way to chat in the hallway between meetings or catch up on the latest project during an office carpool. Therefore, virtual communication will be absolutely essential to get your work done...

3. WHAT IS "WORKING REMOTE" REALLY FOR YOU?

Many people want to work remotely because of the flexibility it allows. You can work anywhere and at any time of the day...

4. WHAT DO YOU NEED IN YOUR PHYSICAL WORKSPACE TO SUCCEED IN YOUR WORK?

With this question, companies are looking to see what equipment they may need to provide you with and to verify how aware you are of what remote working could mean for you physically and logistically...

5. HOW DO YOU PROCESS INFORMATION?

Several years ago, I was working in a team to plan a big event. My supervisor made us all work as a team before the big day. One of our activities has been to find out how each of us processes information...

6. HOW DO YOU MANAGE THE CALENDAR AND THE PROGRAM? WHICH APPLICATIONS / SYSTEM DO YOU USE?

Or you may receive even more specific questions, such as: What's on your calendar? Do you plan blocks of time to do certain types of work? Do you have an open calendar that everyone can see?...

7. HOW DO YOU ORGANIZE FILES, LINKS, AND TABS ON YOUR COMPUTER?

Just like your schedule, how you track files and other information is very important. After all, everything is digital!...

8. HOW TO PRIORITIZE WORK?

The day I watched Marie Forleo's film separating the important from the urgent, my life changed. Not all remote jobs start fast, but most of them are...

9. HOW DO YOU PREPARE FOR A MEETING AND PREPARE A MEETING? WHAT DO YOU SEE HAPPENING DURING THE MEETING?

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10. HOW DO YOU USE TECHNOLOGY ON A DAILY BASIS, IN YOUR WORK AND FOR YOUR PLEASURE?

This is a great question because it shows your comfort level with technology, which is very important for a remote worker because you will be working with technology over time...

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