Workflow Design Specialist Position Available In Jefferson, Alabama

Workflow Design Specialist Guideway Care – 2.0

Mountain Brook, AL Job Details Full-time Estimated:

$38.1K – $44.9K a year 2 days ago Benefits Health savings account Disability insurance Health insurance Dental insurance Employee assistance program Vision insurance 401(k) matching Life insurance Qualifications Mid-level Bachelor’s degree Organizational skills Technical writing English Proofreading Communication skills Editing Full Job Description Guideway Care is a mission-driven organization committed to improving patient care and providing superior patient activation solutions to healthcare organizations. We pride ourselves on building an inclusive culture and hiring team members who are motivated by purpose, impact, growth, and innovation. Want to be part of a team making a difference in patient care while also growing your career? If YES! Keep reading! As the Workflow Design Specialist, You will be responsible for creating and maintaining scripts for all contact center clients that increase both client and agent satisfaction. This critical role will review existing client training materials and work closely with the contact center leadership team to produce detailed scripts that allow agents to take calls quickly and proficiently for a wide variety of call types. This position requires extreme attention to detail and strong written and verbal communication skills and is a great role for someone who enjoys finding creative ways to use technology to solve key business needs.

Job Summary:

Assist in developing process for writing and editing client specific contact center scripts Learn each client’s unique workflow and write scripts that enable agents to provide excellent service to each client Consistently edit script process maps to ensure all scripts are up to date with the latest guidelines Develop clear, well organized script process maps and then works closely with development team to ensure scripts are implemented correctly into the phone system Completes quality assurance testing within the phone system for each new script and new enhancement Work closely with the leadership team to analyze effectiveness of scripts and use feedback to edit scripts as needed Work with new clients during implementation to create script process maps that enables agents to successfully handle a wide range of calls. Work closely with the Quality Assurance and Training team to understand common agent errors and then create or edit script mapping to address these errors. Any other duties necessary to drive our values, fulfill our mission, and abide by our company values.

Required Skills/Abilities:

Demonstrate extreme attention to detail is a requirement for success in this role Strong organization skills Demonstrated ability to learn and explain detailed business processes Strong written and verbal communication skills Healthcare, contact center experience, and technical writing experience is a plus Proven track record of hitting deadliness Strong editing background and exceptional skills in proofreading and authoring, creating, implementing, and ensuring adherence to technical style guides Bachelor’s Degree in English, technical writing, computer science or a related field. Immigration or work visa sponsorship will not be provided

Total Rewards:

Remote/hybrid flexibility (depending on location) and a generous Personal Time Off program Benefits package including medical, vision, dental, health savings accounts, company-paid short- and long-term disability, employee assistance program, life insurance, accident insurance, and other voluntary benefit programs for employees and their eligible dependents. 401(k) retirement plan with a company match. Opportunities for professional development. We applaud qualified applicants who are accountable and committed to producing quality work. As an Equal Opportunity Employer, we support and value diversity, dignity, and respect in our work environment, and are committed to creating an inclusive environment in which everyone can thrive.