\nThe Director, Service Operations will lead the strategy and execution of various patient engagement and operational support teams within our healthcare service center, managing staff, processes, and technology to ensure business goals are met along with patient, practice, and employee satisfaction. The Director will have oversight of both inbound and outbound omnichannel engagement and centralized support teams critical to enhancing the overall patient and practice experience within Aledade’s ACOs.\n\n\n\nPrimary Duties:\n* Manage multiple inbound and outbound omni-channel patient engagement and operational support teams focused on improving health outcomes and Aledade performance metrics.\n* Design and execute clear, measurable outreach campaigns that drive patient activation and engagement through multi-modal communication strategies (phone, dialers, SMS, email).\n* Define & streamline workflow and success metrics for all teams, including development of reporting and accountability for KPIs and OKRs.\n* Assist with strategic design and implementation of CCaaS systems, including CRM integration and customer journey mapping through various workflows.\n* Define & build reporting for success metrics, such as first-call resolution, contact/conversion rates, patient satisfaction, quality, abandonment rates, and service level agreements (SLAs).\n* Partner with the VP, Patient Engagement to regularly review performance reports and dashboards, identifying trends, challenges, and opportunities for improvement.\n* Collaborate with Workforce Management, Telephony Engineering, and Quality Assurance to optimize efficiencies, reporting, technology, and engagement strategies.\n* Prioritize competing needs across a variety of diverse stakeholders including internal customers, Aledade’s primary care practice partners, patients, product, and service delivery teams.\n* Provide thought partnership and strategic planning across senior leadership, keeping all parties informed of current opportunities, best practices, voice of the patient, and financial results.\n* Build organizational structure that enables high performance while providing a pathway for performing team members, including mentorship, development, and leadership opportunities.\n* Manage departmental budget and plan effectively for responsible growth.\n\n\n\nMinimum Qualifications: \n* Minimum 5 years experience leading inbound and outbound contact center teams in startup or high growth organizations in excess of 200+ agents.\n* Minimum 3 years experience running multi-modal omni-channel campaigns with automation to improve contact and conversion rates (SMS, voice, dialers, email, chat).\n* Minimum 3 years experience running operational support teams (Quality Assurance, Issue Resolution, Dialer Administration, Document Processing, CCaaS Engineering, etc).\n* Deep understanding and experience managing key metrics such as contact and conversion rates, occupancy, adherence, AHT/ACW, 1st call resolution, abandonment rates, CSAT, etc.\n* Expertise and hands on implementation experience with CCaaS/UCaaS/CPaaS/CRM platforms including Five9, RingCentral, and Twilio.\n* Experience partnering with Workforce Management on scheduling, forecasting, optimization, and reporting at the department, queue, and individual levels.\n* Proven track record for building high performing teams and organizational structure that identifies and promotes high performing members using data driven analysis.\n\n\n\nPreferred Skills: \n* Proficiency in Excel, Tableau, and reporting platforms/methodologies.\n* Ability to build trust, encourage communication, and ensure teams are aligned to goals.\n* Strong proficiency and implementation experience with CCaaS/UCaaS telephony platforms (Five9, RingCentral and Twilio preferred).\n* Strong analytical abilities to interpret data, identify patterns and trends, and make data-driven decisions\n* Knowledge of workforce management methodologies, including scheduling, reporting, and optimization.\n* Effective communication and collaboration skills with a drive to build trust and teach others.\n\n\n\nPhysical Requirements: \n* The role involves sitting for extended periods and extensive use of computers and keyboards\n\n\n\n\n\n\nWho We Are:\nAledade, a public benefit corporation, exists to empower the most transformational part of our health care landscape - independent primary care. We were founded in 2014, and since then, we've become the largest network of independent primary care in the country - helping practices, health centers and clinics deliver better care to their patients and thrive in value-based care. Additionally, by creating value-based contracts across a wide variety of payers, we aim to flip the script on the traditional fee-for-service model. Our work strengthens continuity of care, aligns incentives, and ensures primary care physicians are paid for what they do best - keeping patients healthy. If you want to help create a health care system that is good for patients, good for practices and good for society - and if you're eager to join a collaborative, inclusive and remote-first culture - you've come to the right place.\n\n\nWhat Does This Mean for You?\nAt Aledade, you will be part of a creative culture that is driven by a passion for tackling complex issues with respect, open-mindedness and a desire to learn. You will collaborate with team members who bring a wide range of experiences, interests, backgrounds, beliefs and achievements to their work - and who are all united by a shared passion for public health and a commitment to the Aledade mission.\n\n\nIn addition to time off to support work-life balance and enjoyment, we offer the following comprehensive benefits package designed for the overall well-being of our team members:\nFlexible work schedules and the ability to work remotely are available for many roles\nHealth, dental and vision insurance paid up to 80% for employees, dependents, and domestic partners Robust time off plan 21 days of PTO in your first year 2 Paid Volunteer Days & 11 paid holidays\n12 weeks paid Parental Leave for all new parents\n6 weeks paid sabbatical after 6 years of service\nEducational Assistant Program & Clinical Employee Reimbursement Program\n401(K) with up to 4% match\nStock options\nAnd much more!\n\n\nAt Aledade, we don’t just accept differences, we celebrate them! We strive to attract, develop, and retain highly qualified individuals representing the diverse communities where we live and work. Aledade is committed to creating a diverse environment and is proud to be an equal opportunity employer. Employment policies and decisions at Aledade are based on merit, qualifications, performance, and business needs. All qualified candidates will receive consideration for employment without regard to age, race, color, national origin, gender (including pregnancy, childbirth or medical conditions related to pregnancy or childbirth), gender identity or expression, religion, physical or mental disability, medical condition, legally protected genetic information, marital status, veteran status, or sexual orientation.\n\n\nPrivacy Policy: By applying for this job, you agree to Aledade's Applicant Privacy Policy available at https://www.aledade.com/privacy-policy-applicants \n\n#Salary and compensation\n
No salary data published by company so we estimated salary based on similar jobs related to Design and Senior jobs that are similar:\n\n
$55,000 — $85,000/year\n
\n\n#Benefits\n
💰 401(k)\n\n🌎 Distributed team\n\n⏰ Async\n\n🤓 Vision insurance\n\n🦷 Dental insurance\n\n🚑 Medical insurance\n\n🏖 Unlimited vacation\n\n🏖 Paid time off\n\n📆 4 day workweek\n\n💰 401k matching\n\n🏔 Company retreats\n\n🏬 Coworking budget\n\n📚 Learning budget\n\n💪 Free gym membership\n\n🧘 Mental wellness budget\n\n🖥 Home office budget\n\n🥧 Pay in crypto\n\n🥸 Pseudonymous\n\n💰 Profit sharing\n\n💰 Equity compensation\n\n⬜️ No whiteboard interview\n\n👀 No monitoring system\n\n🚫 No politics at work\n\n🎅 We hire old (and young)\n\n
\n\n#Location\nBethesda, MD
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Ceridian is a global leader in Human Capital Management technology. Simply put, we allow our customers to do the most complex things well (HR, Payroll, Benefits Administration, Workforce Management and Talent Management) and do them to scale.
Makes Work Life Better™ is our brand promise, not only to our customers, but to our employees as well. Our flagship platform, Dayforce, helps leaders make smart decisions based on data, strategy and intelligence that create value and maximize productivity.
How do we make work life better?
By delivering an award-winning product, conceptualized and developed by award-winning leaders, that result in award-winning customer employee experiences
By hiring highly innovative, diverse talent that fully embraces and embodies our core values in everything they do: Customer Focus, Equity, Shared Ambition, Agility, Transparency, Optimism
By using modern technology, such as voice-activation with Dayforce Assistant and access to your money as soon as you earn it with Dayforce Wallet to stay in rhythm with the evolving demands of our 4 million global users
We understand that no matter where you are, choosing a new employer is always one of life’s most stressful events. We encourage you to check us out at Ceridian.com to learn more about how we are impacting the world of work for our customers, employees and you!
Location: Work is what you do, not where you go. For this role, we are open to remote work and can hire anywhere in Australia
About The Opportunity
The Principal Service Consultant guides the overall design and delivery of the Ceridian HCM solution to meet customer requirements and provides oversight and direction to project team members in the execution of project activities in all stages of the implementation lifecycle (planning, discovery, design, configuration, testing, deployment, post go-live support). The Principal Service Consultant works closely with the Project Manager to plan the project and identify critical dependencies. Project responsibilities include; facilitation of customer requirements gathering, design of the Ceridian solution to meet documented customer requirements, setting and managing customer expectations, providing guidance and design/configuration oversight to other project resources, identifying risks and communicating issues to the Project Manager.
What You’ll Get To Do
Provide Implementation Services to customers:
Support the project team in the validation of customer's business requirements and mapping to Ceridian functionality
Design and document innovative solutions to solve customers’ business needs
Guide the configuration of the Ceridian application to meet customer’s business requirements
Act as subject matter expert (SME) on strategic implementations
Lead internal project meetings and provide status on progress of activities and deliverables
Contribute to Internal Implementation Initiatives:
Design and document solutions and contribute to a solutions repository
Document best practices and share with the Practice
Lead the subject matter expert (SME) program in at least one area of expertise (Payroll, Benefits, WFM)
Regularly participate in internal process improvement initiatives
Focus on Continuing Education:
Contribute to internal knowledge share; review questions and provide feedback on a continuous basis
Participate in Continuing Education sessions, lead Implementation best practice sessions
Complete new release training on a timely basis; be fully versed on new and/or enhanced functionality in each product release
Mentor consultants on best practice implementation of new product features and functionality, including new customer end to end implementations
Support the sales cycle through solution review and feedback and assistance with scoping and estimation
Participate in prospect discussions regarding solution overview and implementation considerations
What’s In It For You
Encouragement to be the best version of yourself at and away from work:
YOUnity diversity and inclusion programs
Amazing time away from work programs
Support for your total well-being through our Live Well, Work Well programs targeting all aspects of your life
Recognition for your contributions through excellent pay, perks, and rewards
Giving where you’re living: volunteer days, Ceridian sponsored events, and our very own charity, Ceridian Cares
Opportunities to fuel your career growth through numerous internal and external programs and events
Skills And Experience We Value
Bachelor’s degree or equivalent experience
Master’s degree or post graduate coursework an asset
10+ years of experience in human capital management applications consulting
5+ years in Consultant role with Ceridian HCM
Solid experience in business process mapping
Experience in change management an asset
Technical Skills Requirements:
Proficient in Microsoft Office products
Internal expert with software in a SaaS / Cloud computing environment including experience with HRIS
Solid understanding of relational databases and SQL and asset
Experience with one or more of the following applications in addition to Ceridian HCM: SalesForce.com, SAP, PeopleSoft, JD Edwards, Kronos, Workbrain/Infor, RedPrairie/JDA, Ultimate, Oracle HR/Payroll, PeopleSoft, iChris or Preceda
Ability to effectively implement all Ceridian HCM modules
Expert knowledge of common human capital management (HCM) business practices
Deep understanding of different industries and how Ceridian implement best practices apply to the customer’s business practices
Deep Ceridian product knowledge in at least two Ceridian HCM modules (Payroll, WSS, T&A, Leave etc.), as demonstrated through multiple implementations
Functional Skills Requirements
Excellent customer relationship and business acumen
Demonstrates full competence in business function
Ability to engage with multiple projects & customers at the same time and manage competing priorities
Excellent organization, communication and collaboration skills
Ability to lead and facilitate customer and internal workshops and sessions
Ability to mentor junior consultants and guide solution configuration through peer reviews and other QA activities
Acts as role model for Consulting@Ceridian guidelines
Ability to provide implementation scoping and solution guidance in the sales cycle
Interpersonal Skills
Excellent written and verbal communication skills
Excellent presentation skills; able to adjust content and presentation style to different audiences
Ability to establish credibility and rapport with internal and external stakeholders at all levels of organisation
Ability to work within project teams and collaborate cross-departmentally
Ability to communicate effectively with functional and technical resources, Product Management and
Development
Creates formal networks involving coordination across groups
Ability to influence customers to modify current business practices, as required
Ceridian is fueled by the diversity of our talented employees. We are an equal opportunity employer and consider and embrace ALL individuals and what makes them unique. We believe our employees should be happy and healthy, with peace of mind and a sense of fulfillment. We provide our employees with comprehensive benefits for various life circumstances and needs, great opportunities for career development, and a balanced lifestyle to achieve personal and professional success. We encourage all individuals to apply for positions that fit their passions.
We thank all applicants in advance for their interest in this position; however, only those selected for an interview will be contacted. If you are selected for an interview, you will be contacted by a Ceridian Recruiter with a @ceridian.com email directly from our organization.
Apply Now
Salary and compensation
No salary data published by company so we estimated salary based on similar jobs related to Developer, Design, SaaS, Software, Web, JavaScript, CSS, HTML, Git, Microsoft, Senior, Backend, Digital Nomad, Growth, Sales, Docker, Mobile, Ecommerce, Shopify, Testing, Travel, Junior, Android, Education, Ads, Marketing, VFX, Linux, Ruby, Engineer, Salesforce, Test, Cloud, API, Consultant and Consulting jobs that are similar:
👉 Please reference you found the job on Remote OK, this helps us get more companies to post here, thanks!
When applying for jobs, you should NEVER have to pay to apply. You should also NEVER have to pay to buy equipment which they then pay you back for later. Also never pay for trainings you have to do. Those are scams! NEVER PAY FOR ANYTHING! Posts that link to pages with "how to work online" are also scams. Don't use them or pay for them. Also always verify you're actually talking to the company in the job post and not an imposter. A good idea is to check the domain name for the site/email and see if it's the actual company's main domain name. Scams in remote work are rampant, be careful! Read more to avoid scams. When clicking on the button to apply above, you will leave Remote OK and go to the job application page for that company outside this site. Remote OK accepts no liability or responsibility as a consequence of any reliance upon information on there (external sites) or here.
Our name comes from a combination of two words: Talent and Simplicity. Originally starting our operations in Melbourne in 2018, Talentplicity Consulting now has offices in Melbourne and Sydney, catering to its clients across Australia, in every state and territory.
Talentplicity Consulting (TPC) is a very fast-growing startup IT Consulting firm. TPC is a strategic staffing and consulting augmentation partner to several large to medium-sized companies in Australia. While our head offices are based in Sydney, we also have our second offices in Melbourne.
You need to have;
7+ years of experience working as a Business Analyst.
Due to government regulations, you must be an Australian Citizen to be considered for this opportunity.
Ideally, having a current Baseline or NV1 clearance is highly regarded
Previous work experience in telecommunications or with larger corporations is greatly regarded.
Previous experience with cyber security or network security-related projects is required.
End-to-end process improvement experience for existing processes
Experience with setting up new strategies according to the changing scopes and business needs
Impeccable written and verbal communication skills are critical
Extensive experience with process mapping and modeling.
Excellent Stakeholder Management skills with the ability to work with senior business representatives.
How to apply:
If you think you have what it takes to secure this opportunity, please apply NOW! For further information about this opportunity, please email [email protected] or call us at 0 0447-719-846.
For more jobs like this, please visit our website at www.talentplicity.com.au or on LinkedIn by visiting https://linkedin.com/company/talentplicity
👉 Please reference you found the job on Remote OK, this helps us get more companies to post here, thanks!
When applying for jobs, you should NEVER have to pay to apply. You should also NEVER have to pay to buy equipment which they then pay you back for later. Also never pay for trainings you have to do. Those are scams! NEVER PAY FOR ANYTHING! Posts that link to pages with "how to work online" are also scams. Don't use them or pay for them. Also always verify you're actually talking to the company in the job post and not an imposter. A good idea is to check the domain name for the site/email and see if it's the actual company's main domain name. Scams in remote work are rampant, be careful! Read more to avoid scams. When clicking on the button to apply above, you will leave Remote OK and go to the job application page for that company outside this site. Remote OK accepts no liability or responsibility as a consequence of any reliance upon information on there (external sites) or here.
The client is a global software product company looking to expand the team by bringing on multiple Automation Test Specialists to expand the team. Client head office is based in Sydney CBD but offer fully remote working anywhere in Australia.
About The Position
You will be responsible for increasing product quality of the complex platform by identifying areas as well as different methods to expand test coverage and improve the overall software quality of platform for the multiple stakeholders and users.
You will be involved in varying and interesting work, including evaluating and championing quality throughout the product development cycle by unifying team test methods, asking the obvious and not-so-obvious questions and challenging assumptions. You will collaborate with our Product, Development and Infrastructure team to ensure they release the highest quality product possible.
Skills & Experience
Experience maintaining and extending both API and UI automation framework across multiple projects.
Developing and executing automated test scripts in an Agile environment.
Actively participate in code review and maintaining test automation repository.
Design, build, edit and update automated test scripts with minimal supervision.
Perform testing (both manual and automated).
Overseeing or doing manual test execution in instances where tests can’t be automated.
Analysing business requirement and increase the overall testing coverage.
Partner closely with dev team to ensure user stories are tested and ready to be released.
How To Apply
If you are interested in hearing more about this position, do not hesitate to contact me or send an updated resume to [email protected].
👉 Please reference you found the job on Remote OK, this helps us get more companies to post here, thanks!
When applying for jobs, you should NEVER have to pay to apply. You should also NEVER have to pay to buy equipment which they then pay you back for later. Also never pay for trainings you have to do. Those are scams! NEVER PAY FOR ANYTHING! Posts that link to pages with "how to work online" are also scams. Don't use them or pay for them. Also always verify you're actually talking to the company in the job post and not an imposter. A good idea is to check the domain name for the site/email and see if it's the actual company's main domain name. Scams in remote work are rampant, be careful! Read more to avoid scams. When clicking on the button to apply above, you will leave Remote OK and go to the job application page for that company outside this site. Remote OK accepts no liability or responsibility as a consequence of any reliance upon information on there (external sites) or here.
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