BrightSpring Health Services Remote: REAL-TIME ADHERENCE AND SERVICE LEVEL LEAD in NASHVILLE, Tennessee
ResCare Community Living
Fully romote opportunity: The Real-Time Analyst & SLA Lead is responsible for managing and ensuring that the Clinical Hub meets all service level agreements.
Manages the call volume, daily attendance, and program break schedules
Assists with the creation of metrics and targets for services
Works closely with the operations team to analyze and help improve their delivery processes
Generates ideas for process and service improvement planning
Produces daily, biweekly, and monthly internal reports
Uses trends and reports to forecast requirements
Assists with projects and other duties as requested or assigned
Demonstrate sound work ethic
Advanced level Microsoft Excel skills – Including advanced formulas, also Word, and Email
Experience with CxOne, CMS, Avaya, and Genesys an asset
Ability to create reports in Excel and forecast results
Attention to detail and high level of accuracy
Ability to multi-task, focus and complete reports for extended periods
Previous call center experience required
Previous Work Force Management experience is considered an asset
Ability to take initiative
Flexible team player with a positive attitude
Good time management with the ability to work with minimal supervision and under tight timelines
Capable of managing multiple, simultaneous projects
Friendly and professional with a positive attitude
Ability to effectively adapt to change
Excellent attendance record
Ability to communicate professionally - oral and written
Strong problem-solving and organizational skills
About our Line of Business
ResCare Community Living has four decades of experience in the disability services field, providing support to individuals who need assistance with daily living due to an intellectual, developmental or cognitive disability. Our community living services are provided in 27 states with several thousand programs and a comprehensive range of high-quality services, including: Community Living, Adult Host Homes for adults regardless of disability, Behavioral/Mental Health Support, In-home Pharmacy Solutions, Telecare and Remote Support, Supported Employment and Training Programs, and Day programs. For more information, please visitwww.rescarecommunityliving.com. Follow us onFacebook (https://www.facebook.com/ResCareCommunityLiving) andLinkedIn (https://www.linkedin.com/company/rescare-community-living/) .
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BrightSpring Health Services, and our family of brands, 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, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.
If you are an individual with a disability and would like to request a reasonable accommodation as part of the employment selection process, please contact the BrightSpring Disabilities Support Team at 1-833-773-7240 or contact us (https://www.brightspringhealth.com/application-assistance/) for assistance.
Equal Opportunity Employment Posters (https://www.dol.gov/ofccp/regs/compliance/posters/ofccpost.htm)
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Job LocationsUS-KY-LOUISVILLE | US-TN-NASHVILLE | US-TX-SAN ANTONIO
Line of Business ResCare Community Living
Position Type Full-Time