Everise

Technical Account Manager

• Act as liaison between clients and Everise IT to identify and remediate technical issues
• Work with IT and Client Services teams on proactive issue resolution and technical solutions
• Provide fast resolution to technical problems for clients and vendors
• Lead proactive management of technical issues using standardized procedures and best practices
• Lead projects from conception through launch, managing expectations, timelines, issues, risks, migration strategy, and go-live support
• Develop and report key performance metrics on client and IT engagement
• Build strategic relationships with customer stakeholders, including IT Directors, CIOs, business leaders, and technology professionals
• Serve as a reference and consultant for customers
• Provide insight into market forces and new ways to achieve client objectives
• Help clients evolve by leveraging IT for improved business outcomes
• Partner with Services Sales and other Services personnel to create new account opportunities
• Manage service profitability through portfolio management, contract consumption, contribution margin, operating expenses, and revenue growth
• Share best practices and guidance with the team community
• Maintain relationships with internal support delivery teams, customer support teams, contracts, and materials representatives
• Maintain relationships with Field Sales and internal client lines of business

Payroll

• Prepare and process multi-state bi-weekly payroll runs, including entering time and validating payroll before transmission
• Process payroll adjustments, including retros, benefit adjustments, referral bonuses, incentive awards, commissions, and headset refunds
• Process stop payments, direct deposit reversals, and direct deposit returns
• Validate, process, and fund off-cycle manual checks
• Reconcile taxes and earnings to ensure accurate tax forms
• Provide daily assistance to HR associates
• Prepare special reports for management
• Maintain accurate payroll records and confidentiality of record content
• Perform other duties as required

Lead Payroll

Team Leader

• Supervise and manage a team of associates daily
• Coach and teach associates to meet or exceed Everise and client standards
• Monitor, track and evaluate associate performance using predetermined KPIs
• Provide personal feedback to associates to ensure goals and standards are met
• Maintain a constant presence on the production floor and interact with associates
• Ensure systems are functioning properly and associates remain engaged in productive work
• Create and implement written action plans for underperforming associates
• Resolve customer escalations
• Communicate between contact center management, client and associates
• Participate in associate selection and interviewing
• Provide on-the-job or up-training as needed

Team Leader – Complex Healthcare

Business Support

• Manage site-level systems and ID contact between vendor and client
• Provide system and ID support and readiness
• Provide troubleshooting assistance to Agents/Representatives
• Coordinate Agent/Representative ID tracking and issuance
• Communicate new, termed, and changed Agent/Representative status to the client
• Manage system issue tracking, escalation, and resolution support
• Coordinate all access, change, and termination requests for project workers
• Log in to and utilize the client chat platform for unified and real-time communication
• Support new user uploads and issue resolution related to contracted services

Technical Account Manager

Lead Payroll

Team Leader – Complex Healthcare

Business Support Liaison