Domain Expert (SME) in Healthcare Contact Center

Wipro; Jefferson City (MO); On-site; USD 125,000 - 130,000; Full time

Job summary

A leading company in IT Services is seeking a Domain Expert (SME) in Healthcare Contact Center to lead operations and ensure high-quality service. The ideal candidate will have over 15 years of experience in healthcare management, strong analytical skills, and proficiency with technology solutions like Gensys. This full-time role includes responsibilities such as optimizing contact center processes, ensuring compliance with healthcare regulations, and leading cross-functional strategies.

Qualifications

• 15+ years of experience in healthcare contact center management.
• Proven expertise in using Gensys and AI technology.
• Strong leadership and organizational skills.

Responsibilities

• Lead and manage healthcare contact center operations.
• Analyze and optimize processes for efficiency.
• Implement industry-leading technology and platforms.

Skills

Leadership

Analytical skills

Problem-solving

Communication

Education

Bachelor's or Master's degree in Healthcare Management or Business Administration

Tools

Gensys

AI-based language harmonization and translation platforms

Job description

Domain Expert (SME) in Healthcare Contact Center

Domain Expert (SME) in Healthcare Contact Center

1 day ago Be among the first 25 applicants

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.

Job description:

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.

͏ 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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Seniority level

• Seniority level

  Entry level

Employment type

• Employment type

  Full-time

Job function

• Job function

  Engineering and Information Technology

• Industries

  IT Services and IT Consulting

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