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Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates expertise in customer support and operations management, with a strong focus on resolving inquiries and improving customer experience through effective communication and collaboration with internal teams. Proficient in managing customer monitoring plans and identifying process improvements to enhance service quality.
Highest-signal resume keywords
Customer Support ExperienceOperations ManagementElectronic Health Record ApplicationsQuality Management CertificationProcess Improvement
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
Case ManagementDocumentation ReviewData RecordingProduction Task ExecutionTrend AnalysisIssue IdentificationSolution RecommendationTechnical Training
Soft Skills
CommunicationCollaborationProblem-SolvingCustomer Service Orientation
Tools & Technologies
Knowledge ResourcesDesignated SystemsJob AidsTemplates
Certifications & Qualifications
Quality Management CertificationProject Management CertificationProcess Improvement Certification
Industry Keywords
Customer ExperienceHealth Care ManagementOperationsCustomer SuccessBackend Processes
About the role
Key responsibilities & impact- Resolve customer inquiries, requests, and account-related issues using approved procedures and knowledge resources
- Review customer requests and supporting documentation for completeness
- Record case details, actions taken, and resolution outcomes in designated systems
- Monitor assigned work queues, tickets, and transaction volumes
- Execute production tasks on schedule to meet service and quality standards
- Coordinate follow-up with internal teams
- Serve as liaison between Operations and Development on systems design, modifications, and troubleshooting
- Escalate non-standard issues through defined paths
- Partner with Product, Operations, and Development teams to align support activities with customer experience objectives
- Serve as a subject matter expert for Product and Customer Success on backend processes and Cencora Benefits eServices capabilities
- Develop and manage customer monitoring plans to establish baseline trends and action plans for variances
- Identify recurring issues, documentation gaps, and process delays
- Recommend solutions and standard procedures to streamline the build process and improve customer experience
- Maintain job aids, templates, and reference materials
- Complete client-specific projects with consistent quality, value, and timeliness
- Complete technical training to support continued growth within Customer & Quality Services
Requirements
What you’ll need- Bachelor's degree in business, communications, operations management, health care management, mathematics, or a related field, or equivalent experience required
- 2+ years of experience in customer support, customer operations, electronic health record applications, or a related field required
- Certification in quality management, project management, or process improvement preferred
Benefits
Comp & perks- Medical, dental, and vision care
- Backup dependent care
- Adoption assistance
- Infertility coverage
- Family building support
- Behavioral health solutions
- Paid parental leave
- Paid caregiver leave
- Training programs
- Professional development resources
- Mentorship programs
- Employee resource groups
- Volunteer activities