Navitus Health Solutions

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Customer Care Content Management Specialist

at Navitus Health Solutions

Posted: 10/24/2017
Job Reference #: 5000256312306

Job Description

Requisition Number

791

Location

Appleton Campus: Appleton, Wisconsin

Other Locations

Requirements

Education:

Associate's degree or minimum 3 years relevant experience

Experience:

  • High level knowledge of department and organizational processes
  • Proficiency in Microsoft Office Word, Excel, and PowerPoint
  • Previous experience in developing content for end users strongly preferred
  • Demonstration of superior contact handling skills in a contact/call center environment
  • Experience using data to make assessments and derive recommendations

Job Description

Job Summary:

The Customer Care Content Management Specialist (CCCMS) is responsible for updating and maintaining clear and concise resources to allow Customer Care to deliver superior customer service and education to internal and external customers. The CCCMS will create and manage resources that ensure client and department / organization standards are defined accurately, communicated clearly, and achieved consistently. The CCCMS will implement changes necessary to remain consistent with client, state, federal, regulatory (including Medicare, Medicaid, and Exchange), and accrediting body (including URAC and NCQA) regulations. The CCCMS will educate the department and facilitate any new client additions, changes or trainings as necessary. The CCCMSwill maintain efficiency in recommending or making changes or improvements to resources. The CCCMS will act as a subject matter expert and point of escalation within the organization regarding implementations and changes as necessary.

Job Responsibilities:

  • Develop, maintain and translate department resources from start to finish and review changes as needed
  • Understand and provide expertise in maintaining a working knowledge of client benefit design and resources used to administer client-specific benefits accurately
  • Participate in new client implementation and transition meetings, to include client kick-offs, trainings and potential client presentations and consistently meet targeted deadlines
  • Maintain in-depth knowledge of Navitus' claims processing software and other applications and reporting tools as applicable to create most accurate, complete, and beneficial resources
  • Identify and execute on process improvements related to content management that will reduce handle times while ensuring complete and accurate information is provided to callers on the first contact
  • Identify, develop, and improve content including content presentation, hierarchy, and search functionality
  • Write requirements for system enhancements and follow through to production
  • Develop test plans for the content management system(s) to ensure successful implementation of changes and execute on these plans during releases
  • Participate in development of automated testing to further support system testing during releases
  • Assist with development of a content review work plan to ensure content is reviewed on an acceptable cycle and adjustments made as necessary
  • Work in close collaboration with department training and quality staff to identify system enhancements to meet the needs of each area; communicate system and content changes to these groups proactively
  • Function as a department and system SME during projects to expand the content management application for Customer Care or as other departments implement solutions within the application
  • Identify opportunities assess usefulness and quality of content by soliciting feedback. Act on this information to continually enhance content and the application
  • Maintain a working knowledge of Medicare, Medicaid, Exchange, URAC, NCQA and other regulations which drive specific content utilized by Customer Care
  • Maintain an environment of open communication, collaboration and cooperation within the organization
  • Document content management system processes and workflows as well as Specialist training materials
  • Abide by Navitus' vision, mission, values, goals and policies
  • Learn and abide by company and departmental policies and procedures while maintaining a professional business environment