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Job Information

BrightSpring Health Services Remote: REAL-TIME ADHERENCE AND SERVICE LEVEL LEAD in NASHVILLE, Tennessee

Our Company

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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ALERT: We are aware of a scam whereby imposters are posing as employees from our company. Beware of anyone requesting financial or personal information. We take pride in creating a best-in-class candidate experience. During the recruitment process, no recruiter or employee will request financial or personal information (Social Security Number, credit card, driver’s license, bank information, or payment for work equipment, etc.) from you via text or email. If you are suspicious of a job posting or job-related email mentioning our company, please contact us at TalentAcquisition@brightspringhealth.com .

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)

Click here (https://www.brightspringhealth.com/careers/frequently-asked-questions/) for additional FAQ information.


ID 2022-83229

Line of Business ResCare Community Living

Position Type Full-Time