Why is Health Advocate a great place to work? For starters, Health Advocate employees enjoy helping people every single day. Employees are given the training they need to do their jobs well, and they work with supervisors and staff who are supportive and friendly. Employees have room to grow, and many of Health Advocate's supervisors are promoted from within the company. Join our award winning team!
2024:
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Excellence in Customer Service Awards: Organization of the Year (Small)
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Stevie® Awards for Sales & Customer Service: Customer Service Department of the Year – Healthcare, Pharmaceuticals, and Related Industries, Bronze Winner
As part of Teleperformance in the US, we were also named #95 in the 2024 ‘Fortune 100 Best Companies to Work For®’ in the USA by Great Places to Work (GPTW®)
Job Summary
Support and maintain all aspects of Health Advocate’s multimedia contact center infrastructure. Specifically, you will be working with our cloud-based NICE inContact CXone environment. The continued success of Health Advocate depends on the reliability and scalability of their contact center infrastructure.
Responsibilities and Essential Duties
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Manage and maintain all aspects of contact center architecture and systems
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PBX, VoIP, SIP, & Contact Center design, implementation, and support
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Manage CXone Contact Center, WFM, & QM environment
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Help plan and execute a migration of back-office telecom system to NICE 3CX and support moving forward.
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Maintain stable telecommunication environment that supports Health Advocate’s core business
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Design and maintain call flows to support client requirements
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Manage digital contact flows, including web chats, SMS, email, faxes, and WebRTC
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Capacity planning for both processing resources and call volume
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Maintain documentation on current systems and procedures
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Plan and execute new contact center projects
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Plan and execute Disaster Recovery procedures
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Maintain relationships with service providers and vendors
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Maintain relationships with internal IT and Operations staff
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Manage internal telecom support tickets
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Mentor other telecommunications staff
Qualifications, Experience, and Skills
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High School Degree or GED required
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Bachelor (4-year) degree, with a technical major preferred
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6 years’ experience working with telecommunications systems (NICE inContact CXone and Studio experience required, CXone Digital experience a plus)
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Proven expertise in supporting and troubleshooting telecom related issues
Company Overview
Health Advocate is the nation’s leading provider of health advocacy, navigation, well-being and integrated benefits programs. For 20 years, Health Advocate has provided expert support to help our members navigate the complexities of healthcare and achieve the best possible health and well-being. Our solutions leverage a unique combination of best-in-class, personalized support with powerful predictive data analytics and a proprietary technology platform to address nearly every clinical, administrative, wellness or behavioral health need. Whether facing common issues or an unprecedented challenge like COVID-19, our team of highly trained, compassionate experts work together to go above and beyond expectations, making healthcare easier for our members and ensuring they get the care they need.
Learn more
Health Advocate https://www.healthadvocate.com/site/
Facebook https://www.facebook.com/healthadvocateinc/
Video https://vimeo.com/386733264/eb447da080
Awards:
2023:
- National Customer Service Association All-Stars Award: Service Organization of the Year.
- Stevie® Awards for Sales & Customer Service: Customer Service Department of the Year – Healthcare, Pharmaceuticals, and Related Industries, Bronze Winner
2022:
- Stevie® Awards for Sales & Customer Service: Customer Service Department of the Year – Healthcare, Pharmaceuticals, and Related Industries, Bronze Winner
- Excellence in Customer Service Awards: Organization of the Year (Small)
- Best in Biz Awards: Most Customer-Friendly Company of the Year – Medium and large category (Silver)
2021:
- Stevie® Awards for Sales & Customer Service: Customer Service Department of the Year – Healthcare, Pharmaceuticals, and Related Industries, Silver Winner
- Stevie® Awards for Sales & Customer Service: Most Valuable Response by a Customer Service Team (COVID-19). Bronze Winner
- Best in Biz Awards: Most Customer-Friendly Company of the Year – Medium and large category (Silver)
2020:
- National Customer Service Association All-Stars Award: Organizations of 100 or Greater, Runner-Up
- Communicator Award of Distinction: October 2019 Broker News
- MarCom Awards: Gold, COVID Staycation Ideas brochure
- MarCom Awards: Platinum, 2021 Well-being Calendar
- Best in Biz Awards: Most Customer-Friendly Company of the Year - Medium category (Silver)
Health Advocate is an Equal Opportunity Employer that does not discriminate on the basis of race, color, sex, age, religion, national origin, citizenship status, military service and veteran status, physical or mental disability, or any other factor not related to job requirements. We respect and value diversity, and are committed to the principles of Equal Employment Opportunity.
VEVRAA Federal Contractor requesting appropriate employment service delivery systems, such as state workforce agencies and local employment delivery systems, to provide priority referrals of protected veterans.
PAY TRANSPARENCY NONDISCRIMINATION PROVISION
The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor’s legal duty to furnish information. 41 CFR 60-I.35(c)
Top Skills
What We Do
Why is Health Advocate a great place to work? For starters, Health Advocate employees enjoy helping people every single day. Employees are given the training they need to do their jobs well, and they work with supervisors and staff who are supportive and friendly. Employees have room to grow, and many of Health Advocate's supervisors are promoted from within the company. Plus, consider these perks: Benefits for full- and part-time employees, generous paid time off, and fun employee events, like holiday luncheons and dress down days!
Health Advocate is the nation’s leading healthcare advocacy and assistance company, serving more than 12,500 clients, including many of the nation’s largest companies. Health Advocate’s award-winning Health Advocacy program helps members navigate complex healthcare and insurance-related issues, saving them both time and money. We also offer a suite of complementary solutions, including Wellness, EAP+Work/Life and Chronic Care Solutions, among others. Our fully integrated program EmpoweredHealth seamlessly combines our services into a single convenient solution, helping members efficiently maximize their benefits.
We also leverage the power of pricing transparency, personalized health communications and more to help members make more informed decisions and get more value out of the healthcare system. All supported by a powerful data analytics engine delivering improved health and financial results.
For more information, visit HealthAdvocate.com.
