Domain Expert (SME) in Healthcare Contact Center

Wipro Technologies; Jefferson City (MO); On-site; USD 100,000 - 150,000; Full time

Job summary

A leading technology services company is seeking a Domain Expert (SME) in Healthcare Contact Center to lead their customer experience practice. The role requires extensive experience in healthcare and technology, focusing on optimizing contact center operations and ensuring compliance with industry standards. The successful candidate will take charge of implementing advanced technology solutions, managing cross-functional collaboration, and driving innovative improvements.

Qualifications

• 15+ years of experience in healthcare contact center management.
• Proven expertise in using Genesys and related technologies.
• In-depth knowledge of healthcare regulations and compliance.

Responsibilities

• Lead and manage healthcare contact center practice for high-quality service.
• Analyze and optimize contact center processes.
• Monitor KPIs to track progress and identify improvements.

Skills

Leadership

Analytical Skills

Communication

Problem-solving

Education

Bachelor's or Master's degree in Healthcare Management

Tools

Genesys

AI-based language harmonization tools

Job description

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Title: Domain Expert (SME) in Healthcare Contact Center

Requisition ID: 68787

City: Jefferson City

Country/Region: US

Wipro Limited (NYSE: WIT, BSE: 507685, NSE: WIPRO) is a leading technology services and consulting company focused on building innovative solutions that address clients’ most complex digital transformation needs. Leveraging our holistic portfolio of capabilities in consulting, design, engineering, and operations, we help clients realize their boldest ambitions and build future-ready, sustainable businesses. With over 230,000 employees and business partners across 65 countries, we deliver on the promise of helping our customers, colleagues, and communities thrive in an ever-changing world. For additional information, visit us at www.wipro.com.

Job Description

Job Title : Domain Expert (SME) in Healthcare Contact Center to lead CX practice

Location: United States

Job Summary: We are seeking a highly skilled and knowledgeable Domain Expert (Subject Matter Expert) in US Healthcare customer service with profound expertise in both process and technology. This role demands a deep understanding of healthcare contact center management across member and provider calls business, including the intricacies of process and the technological frameworks that support these activities.

• Lead and manage healthcare contact center practice, ensuring high-quality service and client satisfaction.
• Analyze and optimize contact center processes to enhance efficiency and effectiveness.
• Implement industry-leading technology and platforms to improve contact center performance, including leading CX technology tools like Genesys and AI-based language harmonization and translation tools.
• Provide expertise in healthcare regulations and compliance standards, ensuring all operations adhere to the latest guidelines.
• Collaborate with cross-functional teams to develop and execute strategies that align with organizational goals.
• Monitor key performance indicators (KPIs) and generate reports to track progress and identify areas for improvement.
• Stay updated with industry trends and advancements to continuously innovate and improve contact center operations.

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Qualifications

• Bachelor's or Master's degree in Healthcare Management, Business Administration, or a related field.
• 15+ years of experience in healthcare contact center management or a related domain.
• Proven expertise in using Gensys and AI-based language harmonization and translation platforms.
• Strong leadership and organizational skills.
• Excellent analytical and problem-solving abilities.
• Outstanding communication and interpersonal skills.
• In-depth knowledge of healthcare regulations and compliance standards.
• Ability to work effectively in a fast-paced and dynamic environment.

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Nearest Major Market: Jefferson City
Nearest Secondary Market: Columbia Missouri