Process Excellence Knowledge Coach

$47,008 - $56,992/Yr

Apree health

Full-time

About the position

The Process Excellence Knowledge Coach at Apree Health is a pivotal role within the Process Excellence Team, focusing on enhancing training, quality, and knowledge management in a contact center environment. This position requires a driven and flexible individual who can thrive in a fast-paced setting while maintaining a strong commitment to customer service and operational excellence.

Responsibilities

• Complete tasks supporting the knowledge management process.
• Process day-to-day requests to update customer-specific and non-customer-specific information needed to assist end-users efficiently.
• Understand and 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 effectively to front-line teams.
• Collaborate with SMEs across the organization to ensure information is succinct and current.
• Coordinate knowledge handoffs with other teams such as Implementation and Customer Success.
• Coach Support Specialist Care Guides and other team members on effective knowledge processes.

Requirements

• BS/BA 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.
• Excellent verbal and written communication skills.
• Ability to collaborate effectively and recognize critical collaboration scenarios.
• Ability to set agendas and lead meetings successfully.
• Project management and organizational skills.
• Ability to multi-task with strong attention to detail and accuracy.
• Ability to manage timelines and balance multiple deadlines.
• Previous experience in a software environment is a plus.
• Experience in health care preferred but not required.

Benefits

• Bonus eligibility based on performance.