Contact Center Specialist III

Provides customer service representation by supporting customers with information and resources or directing them to the appropriate party, independently, and tracking and resolving routine and non-routine issues reported by internal customers, members, patients, providers, and doctors. Contributes to the development of contact center operational insights by analyzing basic data to provide operations insights, identify improvements, as well as develop and present operational reports and other analytical outputs for presentation to team members and leadership. Contributes to contact center service quality by investigating standard and nonstandard service quality concerns submitted by members, internal KP staff, and any external agencies, monitoring and flagging communications for standard and nonstandard service quality standards and metrics, independently, and implementing strategies to remedy contact center quality concerns. Enables high performance contact center operations by leveraging comprehensive foundational knowledge of performance standards, measures, and goals to provide consistently high performance and monitoring standard and nonstandard operational performance data and reports to identify areas for performance improvements.

• Pursues effective relationships with others by proactively providing resources, information, advice, and expertise with coworkers and members. Listens to, seeks, and addresses performance feedback; provides mentoring to team members. Pursues self-development; creates plans and takes action to capitalize on strengths and develop weaknesses; influences others through technical explanations and examples. Adapts to and learns from change, challenges, and feedback; demonstrates flexibility in approaches to work; helps others adapt to new tasks and processes. Supports and responds to the needs of others to support a business outcome.


• Completes work assignments autonomously by applying up-to-date expertise in subject area to generate creative solutions; ensures all procedures and policies are followed; leverages an understanding of data and resources to support projects or initiatives. Collaborates cross-functionally to solve business problems; escalates issues or risks as appropriate; communicates progress and information. Supports, identifies, and monitors priorities, deadlines, and expectations. Identifies, speaks up, and implements ways to address improvement opportunities for team.


• Supports contact center services by: supporting customers (e.g., internal stakeholders, members, patients, providers, doctors) with information and resources or directing them to the appropriate party, independently; and tracking and resolving routine, non-routine, and/or escalated issues reported by a wide variety of customers (e.g., internal stakeholders, members, patients, providers, doctors) as well as following procedures to escalate issues requiring additional review to senior team members.


• Enables contact center operations by: leveraging comprehensive foundational knowledge of labor environment regulations, requirements, and contracts, performance standards, measures, and goals to provide consistently high performance; and monitoring standard and nonstandard operational performance data and reports to identify areas for performance improvements.


• Contributes to the development of contact center operational insights by: analyzing basic operational data to provide contact center operations analysis insights; identifying operational improvements based on operations analysis results and learning best practices to apply solutions; and populating and interpreting standard operational reports and other analytical outputs for presentation to team members and leadership.


• Contributes to contact center service quality and effectiveness by: investigating standard and nonstandard service quality concerns submitted by members, internal KP staff, and any external agencies; and making recommendations and implementing strategies to remedy contact center quality concerns.