Process Excellence Knowledge Coach

$47,008 - $56,992/Yr

Apree Health - Sandy, UT

Full-time - Mid Level

Sandy, UT

About the position

The Process Excellence Knowledge Coach at Apree Health is a full-time role focused on enhancing the efficiency of the Contact Center by supporting training, quality, and knowledge management processes. The ideal candidate will thrive in a fast-paced environment, demonstrating a strong commitment to customer service and collaboration across various teams.

Responsibilities

• Complete tasks supporting the knowledge management process.
• Process day-to-day requests to update customer-specific and non-customer-specific information.
• Manage request backlog to ensure timely updates.
• Utilize existing knowledge tools to organize information for support staff.
• Create new content and update existing knowledge resources.
• Communicate knowledge changes and updates to front-line teams.
• Collaborate with Subject Matter Experts (SMEs) to ensure information is relevant and current.
• Coordinate knowledge handoffs with other teams.
• Coach Support Specialist Care Guides and other team members on effective knowledge processes.

Requirements

• Bachelor's degree preferred.
• Customer service experience, ideally within a contact center.
• Familiarity with the Vera Care Center environment and processes.
• Strong proactive work ethic and commitment to high-quality work.
• Excellent phone manner and interpersonal skills.
• Strong verbal and written communication skills.
• Ability to collaborate effectively with others.
• Project management and organizational skills.
• Ability to multi-task with attention to detail and accuracy.
• Ability to manage timelines and balance multiple deadlines.

Nice-to-haves

• Previous experience working in a software environment.
• Experience in health care preferred but not required.

Benefits

• Bonus eligibility based on performance.