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Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates strong analytical skills to drive team SLA goals and improve member experience through effective communication and problem-solving. Capable of leading and coaching peers while maintaining a positive team culture and managing multiple tasks efficiently.
Highest-signal resume keywords
Call Center ExperienceCustomer Service ExperienceMicrosoft OfficeGoogle SuiteVerbal And Written Communication Skills
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
Reporting And AnalyticsCall AuditsRemedial TrainingTrend AnalysisProcess Improvement
Soft Skills
Deescalation SkillsTime ManagementSelf-MotivationOrganizationAttention To Detail
Certifications & Qualifications
High School Diploma Or Equivalent
Industry Keywords
Member ExperienceCare AdvisorTeam CultureConfidentialityCustomer Escalations
About the role
Key responsibilities & impact- Use reporting and analytics daily to drive team SLA goals
- Act as peer coach and quality champion
- Assist with call audits, remedial training, and reverse shadowing
- Perform monthly member surveys
- Investigate and resolve member, caregiver, and health plan escalations
- Track and articulate trends affecting the member experience
- Present process improvement suggestions strategically
- Contribute to weekly team meetings and positive team culture
- Serve as an on-demand resource to teammates through multiple communication channels
- Provide coverage when needed
- Collaborate professionally with CareLinx team members and internal teams
- Perform additional duties as assigned
Requirements
What you’ll need- Experience working with Microsoft Office/Google Suite
- High school diploma or equivalent, required
- At least one year of experience in a call center environment or a minimum of 2 years’ experience in a customer service environment
- Internal candidates must have at least 6 months as a successful Care Advisor
- Ability to deescalate unhappy members and provide a positive experience
- Ability to identify, track and articulate trends that affect the member experience
- Exemplary prioritization and time management skills
- Self-motivated; can problem solve independently
- Superior organization and multitasking capabilities
- Comfortable working autonomously and remotely
- Professional, confident, outgoing demeanor
- Excellent verbal and written communication skills
- Exceptional attention to detail
- Ability to maintain strict confidentiality, and exercise good judgment
- Possess leadership skills to help lead the team and provide valuable input
- Willingness to go the “extra mile”
- Prolonged periods of sitting at a desk and working on a computer
Benefits
Comp & perks- Comfortable working from home
- Remote work arrangement
- Equal Opportunity Employer protections