Contact Center Specialist I - Remote (Must Live In WA)

About the Role

Contributes to the development of contact center operational insights by gathering and inputting standard operational data, analyzing contact center operational efficiency, and assisting in the preparation of operational reports and analytical outputs for team members. Supports contact center service quality and effectiveness by gathering information to investigate service quality concerns from members and internal/external parties, and learning to address performance issues under guidance. Assists customers (internal stakeholders, members, patients, providers, doctors) with information and resources or directs them to the appropriate party, following detailed procedures to track, escalate, and resolve routine issues and requests.

Responsibilities

• Pursues effective relationships by sharing information with coworkers and members, listening to and addressing performance feedback, and adapting to change, challenges, and feedback.
• Completes routine work assignments by following procedures and policies, using data and resources with oversight and management.
• Collaborates with others to address business problems, escalates issues or risks as appropriate, and communicates progress and information.
• Adheres to established priorities, deadlines, and expectations, and identifies opportunities for improvement.
• Supports contact center services by assisting customers (e.g., internal stakeholders, members, patients, providers) with information, resources, or directing them to the appropriate party using detailed instructions and procedures.
• Enables contact center operations by leveraging basic knowledge of labor environment regulations, requirements, contracts, performance standards, and goals to provide high performance.
• Gathers and inputs standard operational data to support contact center operations analysis and assists in preparing operational reports and analytical outputs.
• Contributes to contact center service quality by gathering information to support investigations of service quality concerns and learning to remediate performance issues under guidance.

Requirements

• High School Diploma or GED, or equivalent.
• Minimum one (1) year of experience working in a corporate or business office environment.

Skills

• Compassion and relationship building.
• Data entry and computer literacy (Microsoft Office).

Preferred Qualifications

• One (1) year of experience in healthcare or another heavily regulated industry (e.g., banking).

Schedule

• Full-time, standard worker location.
• Shift: Day, Monday through Friday.
• Working hours: 08:00 AM – 05:00 PM.
• Scheduled weekly hours: 40.
• Remote work setting; worker location must align with Kaiser Permanente's Authorized States policy.

Pay

Pay range: $20.38 - $26.33 per hour. Actual base pay determined at offer will be based on labor market data, internal alignment, and a candidate's years of relevant work experience, education, certifications, skills, and geographic location.