Specialist, Customer Service Operations

Evolent partners with health plans and providers to achieve better outcomes for people with most complex and costly health conditions. Working across specialties and primary care, we seek to connect the pieces of fragmented health care system and ensure people get the same level of care and compassion we would want for our loved ones.

Evolent employees enjoy work/life balance, the flexibility to suit their work to their lives, and autonomy they need to get things done. We believe that people do their best work when they’re supported to live their best lives, and when they feel welcome to bring their whole selves to work. That’s one reason why diversity and inclusion are core to our business.

Join Evolent for the mission. Stay for the culture.

Evolent Health is seeking a highly motivated Specialist, Technical Applications Support, Customer Service to be a key member of our Customer Service Organization (CSO) team. Reporting to the Senior Director - Customer Service Domain Technical Lead (DTL), this individual will play a critical role in executing Evolent Health’s mission by working closely with CSO and technical team members to become a Subject Matter Expert (SME) and implement, manage, and maintain application solutions to meet EVH’s Contact Center and Customer Service Operations (CSO) business objectives.

This position leverages exceptional technical, analytical, conceptual, and problem-solving skills within a customer service and contact center environment. This role will provide technical expertise to the CSO and external Partners. The work environment is fast paced and provides excellent developmental opportunities.

• Become a Technical SME on CSO related applications, systems, and tools (i.e. NICE in Contact, Customer Relationship Management – CRM, Portal, etc.) Represent the CSO in technology related discussions.
• Build positive working relationships with the CSO, IT, Telecom and related systems support teams for the development, maintenance, usage, and monitoring of hardware and software systems.
• Develop strategies and recommendations for the appropriate technology solutions that create efficiencies and support the CSO in providing a world class customer experience.
• Analyze Partner implementation requests and business requirements and identify any technology gaps. Participate in evaluating any new technology offerings.
• Identify project complexity from a technical perspective, such as, estimated resources required and project duration. Work collaboratively with multiple internal and external groups (across multiple locations) to complete projects.
• Understand, plan, and adhere to the EVH IT and vendor applications standard software development lifecycle processes used within the various systems development organizations. Actively participate in the entire project and implementation lifecycle with IT, Telecom, CSO, and Partners.
• Coordinate with the CSO, IT, Telecom, and Partners to develop and manage testing support for technology updates and implementations including: developing test plans, defining test use cases / scenarios, defining expected testing results, conducting quality acceptance testing, documenting / evaluating results and addressing any issues.
• Collaborate with Training & Development and CSO leaders on any related applications, systems, and tools training materials.
• As a first point of contact for the CSO, provide support and troubleshoot issues for CS applications, systems, and tools (i.e. NICE in Contact infrastructure). Gather required information from the CSO, assist with tracking, escalating, and collaborating with teams such as, IT or Telecom, to recommend and complete corrective actions…