Healthcare Program Specialist

Client Results Associate (Healthcare Program Specialist)     

Are you passionate about providing top-notch support? Liveops is seeking a dedicated individual to be the cornerstone of our agent community's success. As a Program Specialist, you will be the heartbeat of our operations, offering the first line of support to our independent agents and playing a pivotal role in their business triumphs. If you're a self-starter with a customer-centric mindset and a knack for problem-solving, we want you on our team.    

The Purpose of Your Role 

Your role is foundational to Liveops success.  You nurture a culture of engagement and create a community with our thousands of independent specialists. They turn to you for support and you’re a key element to their business’ success.  As the first line of interaction with our specialists, you provide an exceptional Agent experience while ensuring client success. You do this by managing processes to maximize Agent support, performance, and satisfaction while showing empathy and positivity. The ideal candidate is process oriented, adaptable & able to effectively multi-task using several systems simultaneously. 

The Qualifications We’re Looking For 

• High School Diploma, GED or equivalent 


• 1+ years of contact center/BPO experience or comparable customer service-related work experience  


• Mastery of computer basics with an affinity towards technical systems 


• Functional proficiency in Microsoft products to include Outlook, Word, Excel, and PowerPoint 


• Excellent oral and written communication skills 


• Flexible work schedule to include days, nights, overnights, weekends, and holidays  


• Demonstrates a high level of customer experience to support the Agent community 


• Team player with the ability to collaborate with cross-functional teams 


• Highly motivated self-starter with a can-do attitude 


• Capable of utilizing provided resources to assist the Agent community 


• Experience interacting in a fast-paced environment while keeping positive relational and influencing skills intact 


• Strong organizational, multi-tasking, and time management skills 


• Proven ability to educate & motivate others 

The Competencies You Bring 

Adaptability * Communications * Customer Focus * Problem Solving * Stress Tolerance 

The Value You Deliver 

• Partner with program and cross-functional teams to support the growth of the client business and the Agent community 


• Deliver a consistent, excellent customer experience to the Agent community by personalizing interactions and showing empathy in every Agent engagement 


• Provide real-time support to Agents by utilizing resources to quickly answer on-call questions  


• Promote active Agent engagement and advancement by diagnosing, troubleshooting, and resolving Agent issues via both on-call and off-call communications 


• Actively contribute to Agent retention by utilizing current and new support tools 


• Professional participation in client-specific activities such as email/Slack communications, calibration calls, responding to support tickets, engaging with agents in the forums, etc 


• Consistent implementation of skills and knowledge to manage and prioritize competing tasks; ability to multi-task and pivot from one task to another to include internal and Agent communications, on/off-call Agent questions, and more 


• Support the onboarding/teaching/training of new team members through shadowing 


• Ability to recognize trends within the Agent community and quickly escalate concerns for effective resolution 

Essential Job Functions 

Essential functions are the fundamental, crucial job duties that an employee must be able to perform, with or without reasonable accommodation. 

• Ability to sit or stand at a desk for extended periods of time while working on a computer. 


• Available for virtual meetings in a non-distracted environment. 


• Ability to work independently and meet deadlines. 


• Ability to work a flexible work schedule to include days, nights, overnights, weekends, and holidays 


• Up to 10% travel per year.