06/30/2022
JOB SUMMARY:
Capio, a well-established and expanding healthcare receivables management company based out of Sherman, TX, seeks a Dialer Strategy Specialist. Capio is paving the way in the healthcare receivables industry and our business is growing at an exponential rate. Our need to efficiently monitor and manage our contact platform requires the addition of a Dialer Strategy Specialist.
In this role, the Dialer Strategy Specialist will be responsible for handling multiple duties related to the daily management of the contact platform(s) to achieve company guidelines and expectations. This includes monitoring multiple dialing pools in a real-time environment, adjusting pacing settings, adjusting line usage, manually clicking calls, building pools, granting/removing access to pools, and following the assigned dialing schedules to ensure all pools are worked as expected and effectively.
Responsibilities:
• Real-Time Monitoring – Responsible for monitor multiple dialing pools in a real-time environment and make the appropriate adjustments to ensure all campaigns are running effectively and efficiently.
• Contact Management Related Duties – Responsible for multiple duties related to the real-time management of dialing pools, which may include building pools, granting/removing pool access, adhering to dialing schedules, updating inbound routing, updating DNC list, etc.…
• Manual Call Assist (MCA) – Monitor multiple MCA pools, adjust lines as needed and provide direction to external clicking agents when required/needed. When necessary, manually click (launch) calls as well to improve overall performance.
• Performance Analysis – Regularly review contact management performance and provide recommendations on how to improve low performing dialing pools and overall performance.
• Problem Solving – Must resolve basic and common contact platform issues and if needed, involve other departments and/or vendors to reach a resolution.
• Team Interaction/Communication – Clearly and consistently communicate and work with team members, co-workers, and other departments in a professional matter. Must learn to collaborate with team members and co-workers to achieve company goals and tasks.
• Related Duties – There may be related job duties that have not been captured above or may have not been established at this point. Additional job duties may be added as business needs change.
Qualifications:
• High School Diploma required.
• Minimum 1 year experience in collections, database or operations required.
• Minimum 1 year experience with contact management or analysis preferred.
• Minimum 6 months lead or experience preferred.
• Excellent communication (written and verbal), interpersonal and negotiation skills.
• Ability to make important decisions under pressure.
• Multitasking skills.
• Problem-solving skills.
• Time management skills.
• Friendly and approachable.
• Experience within the receivables management or healthcare industries a strong plus.
Personal Characteristics:
• Accurate and thorough; strong attention to detail.
• Self-sufficient, monitors own work to ensure quality.
• Ability to translate business needs into solutions.
• Collaborative, flexible, and responsive.
• Strong analytical, numerical, and reasoning abilities.
• Well-developed, mature interpersonal skills with diverse personalities.
• Results-oriented.
• Lifetime learner with an eager and open mind, an ever-expanding skillset, and a desire to share knowledge with others.
Physical Demands:
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
• The employee must be able to operate a PC by use of mouse and keyboard.
• The employee must be able to talk and hear.
Vision Requirements:
• Close vision (Clear vision at 24 inches or less)
Work Environment:
The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job.
• Moderate noise (examples: business office with computers and printers, light traffic, call center environment with multiple conversations occurring at once)
