Process Excellence Knowledge Coach

$47,008 - $56,992/Yr

Apree Health - Sandy, UT

Full-time

Sandy, UT

About the position

The Process Excellence Knowledge Coach at Apree Health is a full-time role focused on enhancing the efficiency and effectiveness of the contact center operations. This position involves supporting training, quality assurance, and knowledge management processes within the organization, particularly in the context of Advanced Primary Care and Care Centers. The ideal candidate will thrive in a fast-paced environment and possess a strong commitment to customer service.

Responsibilities

• Complete tasks supporting the knowledge management process.
• Collaborate within the Support team and across various teams such as Care Centers and Customer Success.
• 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 and update content for knowledge management.
• Communicate knowledge changes and updates to front-line teams.
• Work 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 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.
• Ability to set agendas and lead meetings successfully.
• Project management and organizational skills.
• Ability to multi-task with 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.

Nice-to-haves

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

Benefits

• Bonus eligible compensation based on performance.