Getinge Contact Jobs in Usa

Help Others, Make a Difference, Save a Life.

Do you want to make a difference in people's lives every day?
Or help people navigate the tough spots in their life?
And do it all while working where your hard work is appreciated?

You have a lot of choices in where you work…make the decision to work where you are valued!

Join the McNabb Center Team as the FEI Care Coordinator today!

The FEI Care Coordinator

Duties:

• Responsibilities include serving a minimum of 15 families at time for a period of 90 days post-crisis intervention.
• Duties also include meeting with families, coordinating supports for monthly Family Team Meetings (FTM), and organizing monthly family engagement activities.

JOB PURPOSE/SUMMARY

Summary of role of team:

• "Family Empowerment Initiative" or "FEI" provides support to low-income families, children ages birth (0) to eighteen (18), and their caregivers.
• This includes, but is not limited to, intensive services, crisis services, self-sufficiency through trauma informed services, case coordination, peer support, parent/caregiver education, and family engagement strategies.

Summary of position:

• The Care Coordinator provides trauma-informed, family-centered services to children and youth experiencing a mental health crisis, including those referred from mobile crisis units, crisis stabilization units, walk-in centers, emergency departments, psychiatric hospitals, and other acute care settings.
• The Care Coordinator provides linkage to community resources, clinical services, and natural supports related to the child/youth.
• Engagement in both person, and collateral contacts required. Staff will be an active participant in FTM to create the Individualized Services Plan (ISP).

TYPICAL WORKING CONDITION/ENVIRNMENT

• This position spends the majority of their time working at Knox Children & Youth (C&Y) Center, and seeing individuals in their homes and community.
• With program development, attendance to community and Center running meetings is required.
• In person attendance is preferred.

JOB DUTIES/RESPONSIBILITIES

This job description is not intended to be all-inclusive; and employee will also perform other reasonably related job responsibilities as assigned by immediate supervisor and other management as required. This organization reserves the right to revise or change job duties as the need arises. Moreover, management reserves the right to change job descriptions, job duties, or working schedules based on their duty to accommodate individuals with disabilities. This job description does not constitute a written or implied contract of employment.

1. Direct Care

Initial Contact:

• Make initial contact with the referred family within twenty-four (24) hours of receiving the referral.

Initial Visit:

• Provide initial intake in partnership with the Peer Support Specialist visit within 72 hours of referral.

First Month of Services:

• Conduct a minimum of one face-to-face, in-home visit or one telephonic or video contact with the family each week during the first month of services.

Second and Third Months of Services:

• Conduct a minimum of one face-to-face, in-home visit or one (1) telephonic or video contact with the family each week during months two and three.
• Ensure that at least one of these weekly contacts is a face-to-face, in-person visit every other week during months two and three. One face-to-face, in person meeting can be the monthly FTM.
• Complete an Eligibility Assessment and Assessment Plan for each eligible Low-income family within ten business days of initial contact.

2. Quality Care

• Responsible for ensuring all phases and activities of the Wraparound Process are done to the high quality and fidelity - accountable to family team.
• Provide outreach and engagement to families upon referral to the program by conducting initial phone contact and the intake process with the assistance of the Peer Support Specialist (PSS).
• Complete an assessment of the family including Child and Adolescent Needs and Strengths (CANS) assessment, Caregiver Strain Assessment, and other national evaluation tools to develop a care plan.
• In partnership with the PSS, provide face-to-face direct service hours to families including support, referrals and assistance with the development of positive parenting, safety planning, basic life skills and parenting a child/youth with special needs.
• In collaboration with the PSS, assist families in developing a list of individuals they want to attend the Family Team Meetings.
• Ensure that the wraparound process is family driven and that families experience ongoing participation in and ownership of their care plans.
• Provide liaison functions for the team members and service providers.
• In collaboration with the PSS, creation of the family team and scheduling of case conferences/family team meetings in collaboration with PSS and family members.
• As a result of the family team process, develop, and coordinate Individual Service Plan (ISP) with the family and PSS.
• Linkage to community resource, clinical services, and natural supports related to the child/youth.
• Be available for crisis calls; collaborate to provide support during the crisis and following the crisis.
• Ensure that crisis safety plan and assessment are completed, in collaboration with all service providers.
• Skill building with child/youth as appropriate.
• Maintain and build community relations, through education and advocacy and participating in external meetings such as the Community Advisory Board (CAB), Council on Children's Mental Health (CCMH) meeting and other meetings related to children/youth and families.
• Collaborate with program supervisor to train staff, provide field case consultation and support to new staff.
• Encourage youth and family voice and choice.
• Be knowledgeable and sensitive to the culture of the youth and family and effectively convey that to team members.
• Empathize with families.
• Focus on empowering children/youth and families.
• Display strong organizational skills and be a self-starter.
• Strong desire to help people.
• Promote active listening.
• Be flexible.
• Be able to articulate the strengths of the youth and family to team members.
• Celebrate and acknowledge differing points of view.
• Manage potentially tense and/or uncomfortable situations and conversations'.
• Be able to reframe negative comments into need statements.
• Summarize key points.
• Be able to brainstorm an evaluate ideas without judgment.
• Promote and support the consensus of effective action plans.
• Provide continued focus on goals setting and goal attainment.
• Provide continuous check-ins with team members.
• Monitor and support team members to complete assigned action steps.
• Knowledge of children and youth who have emotional and behavioral disorders.
• Knowledge and experience with the juvenile justice, education, and/or other child-serving systems.
• Desire to help and support families, with strong customer services skills.
• Commitment to system of care principles, cultural competency and effective teamwork.

3. Complete all documentation in compliance with CARF, insurance and funding standards.

• Maintain up-to-date case records on each client, family, including weekly contact reports, service agreements, evaluations, and termination summaries.
• Completes and signs EMR progress notes within two business days of encounter.
• Ensures that all clients have an up to date ROI, care plan, crisis plan, consent to contact after discharge, DLA-20, and updated signature admissions page every 6 months, and as needed.
• Creates and coordinates treatment interventions that are reflected in progress note documentation based on the ISP goals.
• Provides completed Daily Contact Logs to supervisor by date assigned.
• Attends supervision with program supervisor.

4. Team Atmosphere

• Participate in teamed-based supervision meetings.
• Team maintenance and transition coordination.
• Display effective communication.
• Be approachable and engaging.
• Ability to promote teams that are cohesive and promote trust.
• Display a knowledge of child serving systems and local resources.
• Works effectively as a team contributor on all assignments.
• Works independently while understanding the necessity for communicating and coordinating work efforts with other employees and organizations.
• Is expected to have regular and predictable attendance, and the ability to work cooperatively with others.
• Demonstrates a consideration and concern for fellow workers and their jobs and promotes harmonious relationships and attitudes.
• Accepts additional assignments and/or changes in assignment and/or work.
• Promotes an environment in which the culture and spiritual beliefs of the individual are respected.

5. Completion of expected monthly productivity report, to be provided to supervisor by the 5thof the following month.

COMPENSATION:

• Starting salary for this position is approximately $19.34 /hr based on relevant experience and education.

Schedule:

• Primary working hours are Monday through Friday, and should be provided at times that meet the needs to the families served.
• On site supervision is preferred, and position must be available via phone if a function of the position requires being out of office.

Travel:

Equipment/Technical Competency:

• Position requires working knowledge of Excel, Word, Microsoft Office, and any other platforms required by funders.
• Position requires regular use of a computer, and appropriate phone etiquette.
• Position is required to respond to all voicemails, emails and messages within 24 hours.

Equipment/Technology:

• Position requires a cell phone, in the event staff need to contact the position when not in the office.
• Cell phone may be provided by the Center or reimbursement for these expenses is considered.

QUALIFICATIONS - FEI Care Coordinator

Experience / Knowledge:

• Must possess a minimum of B.A or B.S. degree in social work, psychology, or related field with a preferred minimum of two (2) years clinical intervention experience in serving youth with SED or emerging adults with mental health conditions.
• Ability to create effective relationships with individuals of different cultural beliefs and lifestyles.
• Effective verbal and written communication skills.
• Strong interpersonal skills and the ability to work effectively with a wide range of constituencies in a diverse community.
• Ability to develop and deliver case presentations.
• Ability to analyze complex information, and to define and solve problems.
• Ability to work effectively in a team environment.
• Ability to work in partnership with peer/family support specialists with lived experience.

Education / License:

• A minimum of a bachelor's degree in a social or behavioral science or other related acceptable field with one to three years' experience or training in social services.

Physical/Emotional/Social - Skills/Abilities:

• This position requires utilizing a personal, dependable vehicle to conduct Center business.
• Maintaining a dependable vehicle and certified driver status is a condition of employment.
• This position also requires that the employee have an F Endorsement on his/her Driver License to be available to transport individuals as needed.
• Required to be certified in and adequately implement verbal and physical de-escalation techniques that include a wide range of bodily movements including but not limited to grasping, holding another person, running, and walking.
• Physical de-escalation techniques will only be implemented at Helen Ross McNabb Center facilities, and not in community settings.
• Additionally, an essential job function is a reliable, predictable 40 hour per week job, on site and in the community, with regular attendance.
• Hearing of normal and soft tones.
• Close eye work.
• Valid driver's license.
• Lifting up to 50lbs.
• Frequent sitting, standing, walking, bending, stooping, and reaching.

Location:

• Knox County, Tennessee

Apply today to work where we care about you as an employee and where your hard work makes a difference!

Helen Ross McNabb Center is an Equal Opportunity Employer. The Center provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws. This policy applies to all terms and conditions of employment.

Helen Ross McNabb Center conducts background checks, driver's license record, degree verification, and drug screens at hire. Employment is contingent upon clean drug screen, background check, and driving record. Additionally, certain programs are subject to TB Screening and/or testing. Bilingual applicants are encouraged to apply.

Compensation details: 19.34-19.34 Hourly Wage

PI6afc209a2d94-3631

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• Monitoring the status of phone agents
  
• Monitoring telephone queues
  
• Communicating with agents
  
• regarding schedule adherence
  
• regarding schedule adjustments
  
• Communicating with supervisors
  
• about agent status
  
• about phone queue mitigation
  
• about skill changes
  
• Updating meetings, callouts, etc.
  
• Coordinating ad hoc off-line time with the supervisors throughout the day.
  

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• Reviews, analyzes, and evaluates business systems and user needs.
  
• Documents requirements defines scope and objectives and formulates systems to parallel overall business strategies.
  
• May require an associate degree in a related area and 3+ years of experience in the field or in a related area.
  
• Has knowledge of commonly used concepts, practices, and procedures within a particular field. Generally, supports commodity or generic/unspecified skills, such as Application Support, Business Analyst, Compliance Consulting, Domaine SME, SharePoint BSA.
  
• Relies on instructions and pre-established guidelines to perform the functions of the job.
  
• Works under immediate supervision.
  
• Primary job functions do not typically require exercising independent judgment. Typically reports to a manager or a team Lead.
  

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• Support Contact Center Workforce Management (WFM) processes for Forecasting, Scheduling, intraday, shrinkage and Reporting Analytics to ensuring business goals, objectives, and service level agreements are satisfied.
  
• Monitor and analyze call and activity volumes vs. available staff and optimize resource schedules to maintain contact center key performance indicators.
  
• Maintain and update schedules for staff to ensure optimal coverage with the right resources, in the right place, at the right time.
  
• Develop, analyze, and deliver WFM and Contact Center reports with lessons learned from prior day/week/month.
  
• Maintain and adjust agent resource assignments ensuring they receive the right calls at the right time.
  
• Review and approve agent time off and schedule change requests.
  
• Research and analyze agent schedule adherence issues/concerns and deliver suggestions for improvement.
  

About CRDN

CRDN is the leading expert in textile, electronic, art, and contents restoration. We restore

peace of mind to our customers after they have su􀆯ered loss due to fire, water, or wind

disasters. Our expertise and commitment to excellence have made us a trusted partner for

insurance companies, helping families recover from unexpected damage to their personal

belongings.

Position Overview

CRDN is seeking a motivated and detail-oriented Project Manager to join our team in Memphis, TN. This role is responsible for managing restoration projects from initial loss

inspection through project completion, working closely with insured customers, insurance

adjusters, and internal operations teams.

The Project Manager serves as the primary point of contact for customers and plays a key

role in project scoping, approvals, client relations, team coordination, and profitability

of projects.

Key Responsibilities

Project Scoping & Job Setup

 Receive new project assignments from Operations and/or Sales.

 Contact the insured to schedule site inspections.

 Conduct on-site inspections including still photos and 360° images.

 Listen to the insured’s account of the loss and build a detailed project report.

 Explain services, answer questions, and guide the insured through the authorization

process.

 Estimate project value using box/item/bag counts.

 Coordinate with Operations to assemble the appropriate field team.

 Prepare profit and loss projections.

 Create preliminary estimates using Xactimate.

 Draft detailed “story” emails to insurance adjusters requesting written approval to

proceed.

Approval & Insurance Coordination

 Contact adjusters daily (phone, email, or in person) to obtain estimate approvals.

 Request pre-approvals for:

o Subcontractors

o Specialized equipment

o Additional or weekend labor

o Waste containers

 Develop knowledge of insurance programs and billing practices to ensure

compliance.

Customer Experience & Marketing

 Serve as the first point of contact for new customers.

 Build trust and create a strong first impression during the scoping phase.

 Secure signed authorizations to begin work.

 Identify opportunities to expand project scope where appropriate.

 Build relationships with adjusters and industry partners to generate future business.

Project Planning & Documentation

 Create detailed Project Memorandums / PM Notes outlining:

o Room-by-room work instructions

o Estimated project timelines

o Special equipment requirements

o Site access instructions (lockbox codes, contacts, etc.)

 Ensure CSR and field teams have clear guidance to minimize miscommunication.

Field Leadership & Training

 Visit job sites daily to support and train field teams.

 Provide coaching on documentation, packing procedures, and handling contents

safely.

 Ensure work is performed accurately and e􀆯iciently.

Customer Service

 Act as the primary contact for the customer throughout the project.

 Address issues with empathy, professionalism, and urgency.

 Coordinate with Operations to resolve issues such as:

o Missed items

o Damage claims

o Additional service needs

 Deliver settlement checks and obtain signatures when resolutions are finalized.

Communication & Project Updates

 Follow up with customers after deliveries to ensure satisfaction.

 Provide adjusters with updates including:

o Start of work

o Pack-out completion

o Invoice finalization

o Non-salvage lists

o Delivery completion

o Damage resolutions

Financial Management

 Track materials used and project costs in PSA.

 Maintain job cost spreadsheets and project P&L.

 Submit commissions on completed work.

 Review and approve contents invoices for accuracy.

Collections Support

 Assist in ensuring invoices are paid.

 Follow up with customers or adjusters when needed, as commissions are tied to

payment completion.

Qualifications

 Experience in restoration, insurance claims, or project management preferred.

 Knowledge of estimating software such as Xactimate strongly preferred.

 Strong customer service and communication skills.

 Ability to manage multiple projects and deadlines.

 Comfortable working both in the field and in an o􀆯ice environment.

 Detail-oriented with strong documentation skills.

 Valid driver’s license and ability to travel locally to job sites.

What We Offer

 Competitive salary + commission opportunities

 Career growth in the restoration industry

 Hands-on leadership role with significant client interaction

 Supportive operations and administrative team

Established in 1981, Rainbow International offers residential and commercial restoration services through over 400 locations worldwide. We are on a mission to improve the lives of not only our customers, but also our employee family members. Rainbow International Restoration hires people who set high standards for themselves and want to \"Live RICH\" with a team that values Respect, Integrity, with Customer focus, while Having fun in the process. We want you on our team!

Establish contact with individuals and organizations that manage and/or own commercial properties for the purpose of arranging scheduled meetings and building relationships with decision makers who lead to the development of long-term partnerships and commitment to our company as their preferred vendor for restoration, cleaning, building maintenance, and construction services. Help retain existing customers and referral sources through ongoing phone and in-person contact.

• Create and maintain target prospect account lists
• Perform sales calls resulting in scheduled meetings with target prospects
• Obtain commitment from customers to establish our company as their preferred vendor for all restoration and construction services we provide
• Identify and develop partnerships with appropriate contractors who can provide additional value to our customers as part of our relationship
• Develop existing customer accounts by expanding the services for which we are their preferred supplier
• Identify prospect customers consistent with the Business Plan and market strategy and lead the \"Whale Hunting\" sales process for large commercial accounts
• Complete weekly and monthly sales reports in a timely manner
• Attend weekly sales meetings
• Maintain phone and in-person contact with existing customers
• Make group presentations to prospect organizations
• Maintain customer contact database
• Assist in the development of marketing materials

Communicate with managers responsible for all company functions to support planning related to capacity and ability to effectively deliver timely quality services to customers. Active involvement in select trade and community associations providing access to customer prospects and partnering contractors. Leverage network of partner contractors to increase the value our company brings to property management and owner organizations. Work closely with Operations management and Project Managers to remain current on active job status and progress in order to keep customers and referral sources updated.

Relationship Development Effectively builds professional relationships and networks. Brings value to customers and prospects and maintains appropriate level of contact. Integrity Ironclad. Does not cut corners. Puts the company's interests above self. Earns trust of co-workers and customers. Intellectually honest. Planning and Organizing Plans, organizes, and schedules his/her time in an efficient and productive manner. Focuses on key priorities. Discipline and Follow-up Demonstrates a disciplined approach to sales. Strong on follow-up and follow-through. Leverages time effectively to obtain the best return on his/her efforts. Dependability The individual is consistently at work and on time, follows instructions, responds to management direction, and solicits feedback to improve performance. Aggressive Constantly on the lookout for new contacts and sales opportunities. Studies and applies new sales techniques and technology. Technology The individual uses typical communication devices to effectively speed communication and appropriately utilizes company-approved customer contact management (CRM), standard word processing, spreadsheet, and PowerPoint software tools to enhance efficiency and accuracy of work performed.

Education and Experience: Associate degree in business, marketing, or related field with bachelor's degree preferred. Six (6) to eight (8) years of experience with relationship selling to high level executives, business owners, and property managers. Selling Skills: Understands and effectively applies the concepts of differentiation and adding value. Knows customer markets and the issues and challenges they face and can translate that information into useful selling strategies. Builds long-term relationships that drive increased revenue and demand for services. Professionalism: Professional in appearance and demeanor. Treats people with respect. Takes the initiative to continually develop his professional skills. Sets high standards of performance for self. Low tolerance for mediocrity. Financial Reports and Documents: Understands the concepts and content of financial reports: Profit & Loss, Balance Sheet, and Cash Flow.

• Uncapped commission potential
• Reimbursement of applicable business-related expenses
• 401k with company matching

Rainbow International Restoration is an Equal Opportunity Employer and all qualified applicants will receive consideration.

Hybrid: Applicants must be a California resident as of their first day of employment.

PRINCIPAL RESPONSIBILITIES:

Member Services Representatives (MSR) are the first point of contact for our members' primary contact with the Alliance for both routine and complex member issues with the goal of delivering excellent customer service to our customers. The position is responsible for answering a high volume of inbound and outbound calls in a timely manner. Respond to all communications coming into Member Services in the form of email, fax, letters, chat and phone calls. Timely responses to all member communication are essential. Must effectively prioritize and flex the workload as new communication and tasks are submitted. Identify the caller's needs, clarify information, research issues, and provide solutions and/or alternatives whenever possible. Accurately and consistently document all conversations in the electronic database. This position is a liaison between the plan, the provider network, and other community agencies. The MSR positions are flexibly staffed classification and work is expected to be performed minimally at the MRS II level. However, the initial selection will be made at the entry level MSR I. Our more advanced level position of the series is the MSR III who will be required to perform a variety of complex matters.

Member Services Representatives are under the direction of a Member Services Supervisor, Manager and Director, and service our members through our call center as well assisting other departments with responses to member issues by initiating communication between departments to ensure action, cooperation, and compliance of managed care operations.

Member Services Representative I

This position which requires the ability to work as a team player within the Alliance and with external contacts, make sound judgments based on analysis of information, be an effective communicator, active listener and balance advocacy for the member with the policy provisions such as plan policies, EOC, regulatory guidelines, and DMHC/DHCS rules and regulations. The MSR provides courteous, professional, and accurate responses to incoming inquiries regarding network, plan benefits, eligibility, authorizations, plan services and guidelines, as well make decisions with the goal of ensuring member satisfaction and retention. The MSR performs a variety of complex functions and is also responsible for maintaining accurate and complete inquiry/grievance records in the electronic database. Maintains compliance with DMHC regulatory requirements and DHCS contractual obligations. MSR I staff who demonstrate proficiency in meeting, maintaining and exceeding principal performance objectives and metrics may be eligible to be promoted to a Member Services II or III role. Member Services Representative I staff may be eligible for promotion to Member Services Representative II or III positions once they have worked as a MSR I for a minimum of 12 months to be proficient with program and system knowledge in addition to meeting performance matrix requirements.

Principle duties and responsibilities

* Serve as the primary contact for members, providers and others for questions related to claims, benefits, authorizations, pharmacy, member eligibility and other questions related to Alameda Alliance and provide accurate, satisfactory answers to their inquiries or concerns.

* Respond to and resolve member service inquiries and issues by identifying the topic and type of assistance the caller needs such as benefits, eligibility, claims, behavioral health, and care coordination.

* Answer incoming calls, emails, chats, and other requests for assistance in a timely manner in accordance with departmental performance targets and provide excellent customer service while doing so. May include assisting members in person.

* Recognize and understand the difference between calls that require quick resolutions and calls which will require follow-up and handle each appropriately.

* De-escalate situations involving dissatisfied customers, offering patient assistance and support.

* Accurately document all contacts per department standards/guidelines in the Customer Relationship Management (CRM) system.

* Accurately and consistently document (electronic database) and resolve Exempt Grievances (any expression of dissatisfaction that are not coverage disputes, disputed health care services involving medical necessity, or experimental or investigational treatment and that are resolved by the next business day following receipt).

* Interface with Grievance and Appeals, Claims, Enrollment, IT, Network Management, Pharmacy, Authorizations, and other internal departments to provide Service Excellence to our members.

* Help guide and educate members about the fundamentals and benefits of managed health care topics, to include managing their health and well-being by selecting the best benefit plan service options, maximizing the value of their health plan benefits, and choosing a quality care provider.

* Intercede with care providers (doctor's offices) on behalf of the member, assisting with appointment scheduling; connect members with internal Case Management Department for assistance as needed.

* Assist members in navigating , the Member Portal, and other health care partner online resources and websites to encourage/reassure them to use self- service tools that are available.

* Manage any issues through to resolution on behalf of the member, either on a single call or through comprehensive and timely follow-up.

* Research complex issues across multiple databases and work with support resources to resolve member issues and/or partner with others to resolve escalated issues.

* Provide education and status on previously submitted pre-authorizations or pre- determination requests for both medical and pharmaceutical benefits.

* Meet the performance goals established for the position in the areas of compliance, efficiency, call quality, member satisfaction, first call resolution, punctuality, and attendance.

* Always maintain a professional level of service to members.

* Always maintain confidentiality of information.

* Consistently support the Alliance's approach to Service Excellence by adhering to established department and company standards for all work-related functions.

* Interact positively with all Alliance Departments.

* Accurately and consistently document (electronic database) and resolve Exempt Grievances (any expression of dissatisfaction that are not coverage disputes, disputed health care services involving medical necessity, or experimental or investigational treatment and that are resolved by the next business day following receipt).

* Process MS Dept projects

* Serve as a back-up to manage the escalated calls.

* Perform other duties as assigned.

ESSENTIAL FUNCTIONS OF THE JOB

* Contacts: Receive, manage, and document telephone calls, emails, and other sources of contacts from members, potential members, and providers, and explain health plan benefits and plan rules. Describe the types of services the Alliance offers to the Member within the managed care system. Provide clarification about issues regarding patient and physician rights and how the plan operates.

* Conflict resolution: Resolve member problems/conflicts by convening with other departmental staff as needed.

* Member communications: Create and/or mail appropriate member materials and communications as needed.

* Computer: Perform ongoing data entry which assists in the maintenance of the Member Services department database to ensure data integrity.

* Comply with the organization's Code of Conduct, all regulatory and contractual requirements, organizational policies, procedures, and internal controls.

PHYSICAL REQUIREMENTS

* Constant and close visual work at desk or computer.

* Constant sitting and working at desk.

* Constant data entry using keyboard and/or mouse.

* Constant use of multi-monitor setup

* Frequent use of telephone and headset.

* Frequent verbal and written communication with staff and other business associates by telephone, correspondence, or in person.

* Frequent lifting of folders, files, binders, and other objects weighing between 0 and 30 lbs.

* Frequent walking and Standing

Number of Employees Supervised: 0

MINIMUM QUALIFICATIONS:

* Bachelor's degree or equivalent experience preferred.

* High school diploma, GED required.

* The ability to speak and understand-bilingual: Spanish/English, Cantonese/English, Vietnamese/English, Tagalog/English are required as designated.

* A bilingual proficiency exam will be administered to ensure the candidate possesses the appropriate skill level to meet requirements. The successful candidate must score 90% or higher.

MINIMUM YEARS OF ADDITIONAL RELATED EXPERIENCE:

* Minimum one year of direct customer service experience. Call center experience and managed care experience a plus

* Experience determining eligibility for financial assistance, insurance benefits, unemployment and/or other social services programs.

* Demonstrated knowledge expert of AAH Member Services policies and procedures

* Consistent record of meeting, maintaining, or exceeding monthly Departmental performance metrics.

* Consistent track record of documenting Service Requests accurately and clearly and monitoring open Service Requests to ensure responses and closure.

* Consistent record of high quality of work as demonstrated through call and documentation auditing, appropriate Call Disposition coding, as well as an overall acceptable monthly Member Satisfaction Survey result as assessed by Member Services Quality Specialist, MS Trainer and Member Services Supervisor.

* Demonstrated proficiency in current Customer Relationship Management (CRM) tool, phone system software Quality Management Solution, Pharmacy Benefits Management applications (PBM), Interpreter vendor scheduling software, delegate portal solutions and the Alliance's Member portal.

* Demonstrated ability to effectively handle the department's key special projects: Member Portal Request Processing, Kaiser PTE Requests, PCP retroactive and same month requests.

* Demonstrated ability to help members face-to-face in the field and/or at the Alliance offices (walk-ins). Also highly skilled at handling issues related to member bills, transportation set-up and benefit coordination with providers and pharmacy needs.

SPECIAL QUALIFICATIONS (SKILLS, ABILITIES, LICENSE):

* Ability to prioritize and adapt to changing situations in a calm and professional manner.

* Ability to maintain composure in stressful situations.

* Excellent problem-solving skills

* Ability to exhibit cooperation, flexibility, and provide assistance when talking to members, providers, and staff.

* Skill in basic data entry

* Ability to type 40 net words per minute: multi-task

* Manual dexterity to operate telephone, computer keyboard equipment.

* Speak English proficiently, clearly, and audibly.

* Memorize and retain information quickly; meet physical requirements

* Spell correctly

* Learn the policies, regulations, and rules applicable to business operations.

* Follow instructions, reason clearly, analyze solutions accurately, act quickly and effectively in emergency situations; operate office equipment including computers and supporting word processing, spreadsheet, and database applications.

* Excellent phone etiquette and ability to communicate clearly and concisely, both orally and in writing.

* Excellent interpersonal skills with the ability to interact with diverse individuals and flexibility to customize approach to meet all types of member communication styles and personalities.

* Strong verbal and written communication skills.

* Demonstrated ability to quickly build rapport and respond to members in a compassionate manner by identifying and exceeding member expectations (responding in respectful, timely manner, consistently meeting commitments).

* Demonstrated ability to listen skillfully, collect relevant information, determine immediate requests, and identify the current and future needs of the member.

* Must be self-motivated and able to work with minimal supervision

* Must be team-oriented and focused on achieving organizational goals.

* Proficient problem-solving approach to quickly assess current state and formulate recommendations.

* Proficient in translating healthcare-related jargon and complex processes into simple, step-by-step instructions which members can understand and act upon.

* Proficient conflict management skills to include ability to resolve issues during stressful situations and demonstrating personal resilience.

* Ability to work regularly scheduled shifts within the Alliance's hours of operation including the training period, with scheduled lunches and breaks, flexibility to adjust daily schedules; and to work over-time and/or weekends as needed.

* Medical terminology knowledge preferred

* Ability to work within a broad systems perspective

* Experience in use of various computer systems software as well as Microsoft Windows, and Microsoft Suite, especially Outlook, Word, Excel.

* Must have reliable and stable internet connection for remote work (50-100 Mbps download speeds).

Employees who interact with members of the public may be required to be tested for Tuberculosis and fully vaccinated against COVID-19 and influenza. Successful candidates for those positions/ classifications may be required to submit proof of vaccination against influenza and/or COVID-19, a negative Tuberculosis test, or request an exemption for qualifying medical or religious reasons during the onboarding process. Candidates should not present proof of vaccination until instructed to do so by the Human Resources department.

SALARY RANGE $22.88-$34.33 HOURLY

The Alliance is an equal opportunity employer and makes all employment decisions on the basis of merit and business necessity. We strive to have the best-qualified person in every job. The Alliance prohibits unlawful discrimination against any employee or applicant for employment based on race, color, religious creed, sex, gender, transgender status, age, sexual orientation, national origin, ethnicity, citizenship, ancestry, religion, marital status, familial status, status as a victim of domestic violence, assault or stalking, military service/veteran status, physical or mental disability, genetic information, medical condition, employees requesting accommodation of a disability or religious belief, political affiliation or activities, or any other status protected by federal, state, or local laws.

Contact Center Modernization – Organizational Design Consultant

A large U.S. health agency is modernizing its contact centers to improve 24/7 virtual access to high-quality care. Advisory and implementation services are being provided to support this effort and facilitate large-scale adoption.

Role Overview

The Org Design Consultant is responsible for supporting the development of the target organizational design for the modernized contact center, including the design and implementation of future-state organizational structures, governance frameworks, reporting lines, and decision-making rights. The consultant will also contribute to key organization design activities, including clarifying roles, accountabilities, and ownership within the new organizational structure.

Key Responsibilities

• Lead the development and documentation of current and target-state organizational structures, ensuring comprehensive org charts, roles/responsibilities matrices, and governance models.
• Synthesize and communicate insights from org design activities, including workforce mapping, gap analysis, and structure optimization, through presentations, status reports, and analysis delivered to VA leadership and project collaborators.
• Guide decision-making to achieve alignment on future-state org design among diverse stakeholders, facilitating consensus on new structures, reporting relationships, and team functions.
• Ensure all technology and workforce enablement initiatives are directly integrated with, and supportive of, the future-state organizational design and capability needs.
• Track and report progress on organizational design milestones, from initial assessment through implementation, using key deliverables and performance indicators to measure the transformation's impact.
• Integrate and synchronize organization design efforts across related contact center consolidation and modernization workstreams, maintaining a unified vision for VA’s future-state organizational structure.

Required Qualifications

• 3+ years of experience, preferably in healthcare, contact center, or technology modernization projects.
• 1+ years of prior work experience in or with the Federal Government.
• 1+ years of experience and aptitude for working and communicating with various diverse stakeholders, teams, and clients face-to-face.
• Demonstrated experience in business process analysis, workflow mapping, and requirements documentation.
• Understanding of contact center operations, technologies, and best practices.
• Excellent communication, facilitation, and stakeholder management skills.
• Proficiency with business analysis tools (e.g., Visio, Excel, JIRA, Confluence).
• Ability to quickly adapt and excel in a fast-paced environment.
• Experience working with Microsoft Word, PowerPoint, and Excel.
• Minimum of a Bachelor’s degree in Business, Healthcare Administration, Information Systems, or related field.
• Must be a US Citizen with ability and willingness to acquire a U.S. Public Trust.

Preferred Qualifications

• Experience supporting operating model design, org structure definition, or organizational transformation initiatives is preferred.
• Experience supporting federal healthcare clients, particularly the VA or DoD.
• Experience with clinical contact center operations and healthcare workflows.
• Experience supporting large-scale organizational transformation initiatives.

Additional Information

• Number of Openings: One (Full-Time)
• Clearance Requirements: Position of Trust (or ability to obtain)
• Location: Remote

Job Summary

The HR Operations Specialist is the first point of contact for employee and manager HR requests through QXO’s HR Service Center. This role delivers Tier 1 case based support across the employee lifecycle by resolving standard inquiries, completing defined HR transactions, and guiding leaders and employees to the right processes, tools, and policies. The Specialist documents work in the case management platform, meets service level and quality standards, and escalates sensitive, complex, or high risk issues to Tier 2, COEs, HRBPs, Employee Relations, Payroll, or Legal based on defined decision trees.

This role is critical to reducing back channel HR requests, improving consistency, and enabling self service by contributing to knowledge articles, templates, and digital workflows.

Key Responsibilities

Tier 1 Intake, Case Management, and Customer Support

• Serve as the primary Tier 1 contact for HR support through the HR case management system and approved channels (portal, phone, email, and messaging as applicable)
• Resolve standard requests related to HR policies, benefits navigation, leave intake and routing, pay, timekeeping, and employee data
• Apply approved scripts, workflows, and decision trees to ensure consistent guidance and case outcomes
• Document cases with complete notes, disposition codes, and audit ready attachments, ensuring accurate categorization for reporting and trend analysis
• Escalate cases that are sensitive, complex, or high risk using defined criteria and warm handoffs to the correct partner group (HRBP, Employee Relations, Payroll, Leave, Total Rewards, Legal)

HR Transactions and Data Quality

• Execute defined employee lifecycle transactions using standard operating procedures, including job changes, transfers, promotions, data changes, leaves, and separations, including coordinating required approvals and documentation
• Enter, validate, and audit employee data in the HRIS to ensure accuracy, completeness, and compliance
• Support employment verifications and personnel record requests in accordance with company policy and applicable requirements
• Maintain transaction quality through checklists and controls, escalating recurring errors or upstream process gaps

Time, Pay, and Leave Support

• Provide Tier 1 support for timekeeping questions and exceptions, including educating employees and managers on correct punches, transfers, and schedules, and partnering with Payroll and Time teams to resolve issues
• Support leave intake and routing for FMLA, ADA, and disability related processes, directing employees to the appropriate leave administrator or internal owner while maintaining privacy and documentation standards
• Explain benefit plan navigation, enrollment steps, and life event changes, directing employees to approved resources and vendor partners as needed
• Identify patterns in pay, time, or leave issues, and escalate systemic defects to functional owners with clear examples and impact

Policy, Risk, and Compliance Triage

• Communicate and reinforce HR policies consistently using approved language, and escalate when interpretation or exceptions are required
• Recognize potential compliance or employee relations risks and escalate promptly following defined thresholds
• Maintain confidentiality and handle employee data consistent with company standards and regulatory expectations

Knowledge, Digital Support, and Continuous Improvement

• Contribute to and maintain knowledge articles, templates, and standard responses to reduce repeat contacts and improve self service
• Tag cases accurately and surface trends, contact drivers, and opportunities for automation, workflow improvements, and policy clarification
• Participate in quality reviews and coaching to improve first contact resolution, cycle time, and customer experience
• Support the evolution of digital Tier 0, including testing knowledge content, validating intent categories, and identifying candidates for automation

Success Measures

• Service level attainment (response time, resolution time) and backlog management
• First contact resolution rate and appropriate escalation quality
• Case documentation quality and audit readiness
• Data accuracy and transaction quality
• Knowledge contribution volume and effectiveness, reduction in repeat contact drivers
• Customer experience results and professionalism

Qualifications

• 2+ years in HR operations, shared services, HR administration, payroll, timekeeping, or benefits support in a high volume environment
• Experience working in a case management platform and HRIS, strong documentation discipline
• Working knowledge of HR policies and common employee lifecycle processes
• Comfort operating with decision trees, scripts, service catalogs, and escalation criteria
• Strong customer service, judgment, and confidentiality
• Bilingual English and Spanish or French Canadian is a plus

Nice to Have

• UKG experience, especially timekeeping or scheduling
• Experience supporting a frontline, multi state workforce and managing high volume seasonal demand
• Experience contributing to knowledge bases or self service portals

QXO is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.

Help Others, Make a Difference, Save a Life.

Do you want to make a difference in people's lives every day?
Or help people navigate the tough spots in their life?
And do it all while working where your hard work is appreciated?

You have a lot of choices in where you work…make the decision to work where you are valued!

Join the McNabb Center Team as the Healthy Families Family Resource Specialist today!

The Healthy Families Family Resource Specialist

1. Manages referrals to the Healthy Families program in accordance with the Healthy Families America model requirements, including.

• Attempting contact with all referrals within 24 to 48 hours of receiving the referral.
• Contacting each referred family a minimum of 2 times a month during the first trimester and second trimester and until the family is assessed.
• Contacting each referred family a minimum of 1 time per week during the third trimester and until the family is assessed.
• Contacting each referred family a minimum of 2 times per week once the infant is born and until the family is assessed.
• Ensuring all necessary data related to referrals and screenings is inputted correctly into the Heathy Families America Entrance to Exit log that is submitted for accreditation.

2. Initiates and conducts screenings for families interested in the Healthy Families program.

• Conducting screening on all families using the Healthy Families Screening Tool and Contact Form.
• Ensuring all necessary data related to referrals and screenings is inputted correctly into the Heathy Families America Entrance to Exit log that is submitted for accreditation.

3. Initiates and conducts welcoming, quality, and engaging assessments for all families enrolling in the Healthy Families program in accordance with the core Healthy Families America model standards, including.

• Completing the validated Family Resilience and Opportunities for Growth (FROG) Scale with newly enrolling families.
• Helping families identify their family strengths and areas of need
• Ensuring the FROG assessments are completed prenatally or within 3 months of the infant's birth.
• Preparing each FROG for review by supervisor.
• Reviewing each FROG with supervisor.

4. Promotes the Healthy Families program by.

• Maintaining quality and positive relationships with referring organizations.
• Providing referring organizations follow up on every referral received, including whether or not the family declined services.
• Represents the program at formal community venues to promote the program and facilitate referrals.
• Attending monthly Community Advisory Boards to ensure close communication occurs between Healthy Families program and community resources.
• Collecting Memorandum of Understandings from formal community partners.

5. Maintains documentation of services, quality measurement tools, and tracking forms in accordance with the Health Families America model, including.

• Submitting monthly Family Assessment Worker reports by the third day of the month
• Maintaining the Referral Log submitted for accreditation.
• Maintain the Closure Log submitted for accreditation.
• Entering all screening, FROG, and Closure information onto tracking spreadsheets submitted for accreditation.
• Tracking all outreach and community event participation used in the accreditation process.

6. Maintains completion of required supervision, including.

• Ensuring weekly reflective supervision.
• Ensuring documentation and tracking information is prepared ahead of supervision for review.

7. Completes required trainings in accordance with Healthy Families America model standards, including completing.

• 28 hours of initial Foundations for Family Support Core Training.
• Annual Child Abuse and Neglect training.
• Annual service population-focused training.
• Annual McNabb Center Relias trainings, CPR and First Aid, and Handle with Care trainings.
• 15 hours of Infant Mental Health Training annually to maintain Endorsement.

8. Achieve and maintain Infant Mental Health Endorsement through the Tennessee Association of Infant Mental Health, including.

• If hired without an Endorsement, will submit application on Endorsement Application System, uphold Ethics Code, achieve mandatory references, and complete and submit 30 hours of required infant mental health training within first year of employment.
• Once Endorsement is achieved or if hired with an endorsement, will maintain endorsement every year but completing and submitting 15 continuing education hours and updating the Code of Ethics review process annually.

9. Takes an active role in ensuring the McNabb Center completes and maintains Healthy Families America Accreditation, including.

• Familiarizing self with the more than 150 required Policies and Procedures.
• Ensuring all documentation is maintained for accreditation.
• Ensuring trainings are maintained.
• Ensuring home visiting rates are tracked and home visits are completed.
• Completed accreditation interview.

10. Utilizes Reflective Practices in all aspects of work, which includes but is not limited to.

• Using the 7 Core Healthy Families America Reflective Strategies with all families during home visiting services.
• Maintaining interest in and the ability to see things from multiple points of view.
• Using an ecological perspective when working with families.
• Maintaining up-to-date knowledge of infants, toddlers, and attachment and the ability to their relationships with their caregivers.
• Using self-awareness by being clear on one's own values and triggers and how these things influence their perceptions and interpretation of family needs and the impact on families.
• Maintaining a balanced and realistic view of relationships including positive and negative aspects.
• Talking about and thinking about relationships and personal feelings that arise during supervision.
• Considering another person's feelings, wants, needs, and states of mind so interactions and responses can be intentional.
• Ensuring if ruptures occur with a family, they are repaired.
• Taking responsibility for their own contributions and reactions to difficult situations.
• Tolerating ambiguity.
• Recognizing and taking action when one's self needs to be put in a more balanced state.

JOB DUTIES/RESPONSIBILITIES

This job description is not intended to be all-inclusive; and employee will also perform other reasonably related job responsibilities as assigned by immediate supervisor and other management as required. This organization reserves the right to revise or change job duties as the need arises. Moreover, management reserves the right to change job descriptions, job duties, or working schedules based on their duty to accommodate individuals with disabilities. This job description does not constitute a written or implied contract of employment.

COMPENSATION:

• Starting salary for this position is approximately $16.71 - $17.76 /hr based on relevant experience and education.

QUALIFICATIONS - Healthy Families Family Resource Specialist

Experience:

• One-year experience providing evidence-based home visiting services preferred.
• Experience working with young children and families required.

Education / Knowledge:

• Bachelor's degree in Social Work, Psychology, or related field preferred.
• High school diploma and lived experience required if not Bachelor's Qualified.
• The Association of Infant Mental Health in Tennessee (AIMHITN) Infant Mental Health Endorsement preferred.
• Required to apply for AIMHITN Infant Mental Health Endorsement within the first year of employment if hired without endorsement.
• Training and knowledge in infant and early child development and parenting skills required.

Physical/Emotional/Social - Skills/Abilities:

• To perform this job successfully, an individual must have excellent communication skills with colleagues and clients.
• Must be able to build quality and caring relationships with clients where clients feel supported and heard.
• Must be able to maintain a trauma-informed approach when serving families.
• Must maintain appropriate boundaries with clients and colleagues.
• Willingness to engage in building reflective capacity.
• Must be able to manage a flexible schedule and multiple tasks.
• Must be able to use reflective practices in working with families.
• Must be able to work with diverse populations in culturally sensitive ways.
• Must have an F endorsement and be able to drive for work-related duties.
• Must be able to utilize a dependable vehicle for home visitation services.
• Certification and training in verbal de-escalation strategies required.

Location:

• Knox County, Tennessee

Apply today to work where we care about you as an employee and where your hard work makes a difference!

Helen Ross McNabb Center is an Equal Opportunity Employer. The Center provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws. This policy applies to all terms and conditions of employment.

Helen Ross McNabb Center conducts background checks, driver's license record, degree verification, and drug screens at hire. Employment is contingent upon clean drug screen, background check, and driving record. Additionally, certain programs are subject to TB Screening and/or testing. Bilingual applicants are encouraged to apply.

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