$65k–$67k/yr
Service Delivery Leader
CAI · Centralia, WA
Job description
hackajob is collaborating with CAI to connect them with exceptional professionals for this role. Service Delivery Leader Req number: R7888 Employment type: Full time Worksite flexibility: Remote Who we are CAI is a global services firm with over 9,000 associates worldwide and a yearly revenue of$1.3 billion. We have over 40 years of excellence in uniting talent and technology to power the possible for our clients, colleagues, and communities. As a privately held company, we have the freedom and focus to do what is right—whatever it takes. Our tailor-made solutions create lasting results across the public and commercial sectors, and we are trailblazers in bringing neurodiversity to the enterprise. Job Summary As a Service Delivery Leader, you will be responsible for leading a technical product support team in support of a corporate tax software global product line. Job Description We are looking for a Service Delivery Leader to lead a technical product support team, supporting a corporate tax software global product line. This is a leadership role responsible for the day-to-day performance, development, and quality of a team of support agents while serving as the senior technical escalation point and subject matter expert for the account. Reporting to the Service Delivery Manager, the Service Delivery Leader will be the singular point of contact for a team comprised of 12 agents or more. They will own case queue monitoring and management, coach and develop agents to proficiency, drive customer experience outcomes, and report on overall team status to senior leadership. In addition to leading the team, the Service Delivery Leader will provide Level 2 technical support for issues escalated by Level 1, troubleshooting moderately to highly complex problems across product functionality, data, calculation, and technical integration. This position is full time and remote . Only work authorizations that will not require sponsorship now or in the future will be considered. What You'll Do Serve as the singular point of contact and subject matter expert for a team comprised of 12 agents or more Monitor agent and team performance, addressing case queue concerns and balancing workload across the team Coach agents to proficiency in case resolution, providing ongoing feedback and development Mentor and train new team members, and provide work leadership and assistance to less senior staff Report directly to the Service Delivery Manager on team status, risks, and concerns All other leadership duties as assigned Provide 24x7 on-call support by rotation as dictated by business drivers Own case queue monitoring and management to ensure timely, high-quality resolution and adherence to SLAs Drive positive results in Customer Experience through timely response and professional interaction Provide consistent communication with customers and stakeholders to effectively manage expectations Function as a business liaison between CAI clients and their customers, balancing the needs of both the client and the business to drive a mutually agreed upon outcome Demonstrate self-direction in meeting team monthly metrics and individual performance targets Report to senior leadership on overall team status and performance against key metrics Act as the senior technical escalation point, providing Level 2 support for issues escalated by Level 1 Analyze and resolve moderately to highly complex technical and software-related problems Troubleshoot issues across product functionality, data, calculation, and technical integration Collaborate with appropriate resources to identify root cause Support incoming requests via call, email, the client's web portal, ITSM tool, and ACD system as necessary Log, update, and verify all work activity within ITSM tools, resolving or routing tickets to the appropriate team Become and remain a technical subject matter expert across the scope of applications the team supports Contribute to creating and updating knowledge base articles, sharing knowledge across the team Provide 24x7 on-call support by rotation as dictated by business drivers Work on internal projects with the team when necessary What You'll Need Required: Minimum 1–3 years lead and/or supervisory experience in an Application Support or technical support role Minimum 1–3 years hands-on Application Support or Technical Support experience (e.g., Product Support Specialist or Technical Support Analyst) Degree in Information Systems or Computer Science (preferred) or equivalent experience Intermediate to advanced knowledge of platforms, operating systems, and web authoring tools Intermediate knowledge of product functional issues, complex technical issues, and the application of corporate financial applications and concepts Working knowledge of computer terms, languages, and database concepts (Oracle, SQL Server, etc.) Familiarity with common ERP systems and concepts, as well as corporate financial principles and related financial software Knowledge of common support tools and practices, specifically ticketing systems such as Salesforce, and ITIL principles Customer technical product support experience analyzing, resolving, and routing customer inquiries Analytical problem solver with strong attention to detail Excellent work ethic; self-motivated and a fast learner Ability to work independently and follow through on open tickets without supervision Team-oriented, with the ability to confidently make quick decisions using resources and independent judgment and to provide timely statuses to customers and stakeholders Proven ability to handle difficult customer situations while remaining positive and customer focused Ability to manage stress in a busy, and at times demanding, call center environment Awareness and appropriate handling of sensitive proprietary information Strong written and verbal communication skills; using consideration and tact and conventions proper to the situation Ability to work an on-call rotation Preferred: Certifications in databases, Java, or web services Knowledge of UNIX/Linux and relational database concepts Knowledge of environmental variables and compilation commands for operating systems and programming languages Knowledge of ITIL principles Physical Demands Ability to safely and successfully perform the essential job functions consistent with the ADA and other federal, state and local standards Sedentary work that involves sitting or remaining stationary most of the time with occasional need to move around the office to attend meetings, etc. Ability to conduct repetitive tasks on a computer, utilizing a mouse, keyboard and monitor LI-AE1 Reasonable accommodation statement If you require a reasonable accommodation in completing this application, interviewing, completing any pre-employment testing, or otherwise participating in the employment selection process, please direct your inquiries to application.accommodations@cai.io or (888) 824 – 8111. EEO Statement It is the policy of Computer Aid, Inc.(CAI) not to discriminate against any employee or applicant for employment because of race, color, religion, sex, sexual orientation, gender identity, national origin, age, marital status, genetic information, disability or because he or she is a protected veteran. It is also the policy of CAI to take affirmative action to employ and to advance in employment, all persons regardless of race, color, religion, sex, sexual orientation, gender identity, national origin, age, marital status, genetic information, disability or protected veteran status, and to base all employment decisions only on valid job requirements. This policy shall apply to all employment actions, including but not limited to recruitment, hiring, upgrading, promotion, transfer, demotion, layoff, recall, termination, rates of pay or other forms of compensation and selection for training, including apprenticeship, at all levels of employment. Employees and applicants of CAI will not be subject to harassment on the basis of race, color, religion, sex, sexual orientation, gender identity, national origin, age, marital status, genetic information, disability or because he or she is a protected veteran. Additionally, retaliation, including intimidation, threats, or coercion, because an employee or applicant has objected to discrimination, engaged or may engage in filing a complaint, assisted in a review, investigation, or hearing or have otherwise sought to obtain their legal rights under any Federal, State, or local EEO law is prohibited. $65,000 - $67,000 per year The pay range for this position is listed above. Exact compensation may vary based on several factors, including location, experience, and education. Benefit packages include medical, dental, and vision insurance, as well as 401k retirement account access. Employees in this role receive paid time off and may also be entitled to paid sick leave and/or other paid time off as provided by applicable law.aa415a4b-8b21-40fc-a65c-70d2b25ca29a
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Licensed Practical/Vocational Nurse
Best Home Health Providers · Centralia, WA
At Best Home Health Providers Inc., we've gone from treating 10 patients to thousands of patients all throughout the Bay Area and beyond in just 6 years. We've won awards for our high-quality care with patients and continue to grow rapidly. At Best, you and the patients aren't a number. Our mission is to ensure a smooth transition for patients returning home from medical facilities by offering expert guidance throughout their recovery journey. As a Licensed Practical/Vocational Nurse with Best Home Health Providers, you will play a meaningful role in helping patients heal, stay safe, and thrive in the comfort of their own environment. We value teamwork, empathy, and a commitment to high-quality service, all aimed at putting patients and their families at ease during their recovery. If you are passionate about making a positive impact in patients' lives and working in a supportive and family-oriented atmosphere, we encourage you to join us in providing exceptional home health care. Please note that this role is per diem with a rate of $45 - $55 per visit. Responsibilities • Provide direct patient care in accordance with the state Nurse Practice Act. • Implement and follow individualized care plans established by the RN. • Educate patients and their families on self-care techniques and diagnosis-related information. • Document care accurately and in a timely manner. • Collaborate with the care team — including OT, PT, HHA, and other disciplines — and communicate patient needs to the RN or Clinical Supervisor. • Use supplies and equipment safely, adhering to aseptic technique. • Perform other duties as required for patient services. Requirements • Graduate of an accredited practical or vocational nursing program. • Active LPN or LVN license in California. • 3+ years of nursing experience; home health or med/surg background preferred. • Current CPR certification with AHA. • Valid driver's license, reliable insured vehicle, and the ability to travel to patient homes. • Strong communication skills and a collaborative, patient-first mindset. Benefits • Flexible Schedule • Ability to Convert to Full-Time Based On Performance If Interested • Paid Sick Days • Paid Bereavement Leave • Skills Training & Development • Company Social Events • Mileage Reimbursement for Patient to Patient Visits • Referral Bonus
Case Management Coordinator Telephonic & Community
CVS Health · Centralia, WA
Case Management Coordinator We're building a world of health around every individual — shaping a more connected, convenient and compassionate health experience. At CVS Health®, you'll be surrounded by passionate colleagues who care deeply, innovate with purpose, hold ourselves accountable and prioritize safety and quality in everything we do. Join us and be part of something bigger – helping to simplify health care one person, one family and one community at a time. Program Overview: Help us elevate our patient care to a whole new level! Join our Aetna team as an industry leader in serving dual eligible populations by utilizing best-in-class operating and clinical models. You can have life-changing impact on our members who are enrolled in Medicare and Medicaid and present with a wide range of complex health and social challenges. With compassionate attention and excellent communication, we collaborate with members, providers, and community organizations to address the full continuum of our members' health care and social determinant needs. Join us in this exciting opportunity as we grow and expand to change lives in new markets across the country. Position Summary/Mission: The Case Management Coordinator utilizes critical thinking and judgment to collaborate and inform the case management process, The Case Management Coordinator facilitates appropriate healthcare outcomes for members by aiding with appointment scheduling, identifying and assisting with accessing benefits and education for members through the use of care management tools and resources. Key Responsibilities • Evaluation of Members: Through the use of care management tools and information/data review, conducts comprehensive evaluation of referred member's needs/eligibility and recommends an approach to case resolution and/or meeting needs by evaluating member's benefit plan and available internal and external programs/services. • Identifies high risk factors and service needs that may impact member outcomes and care planning components with appropriate referral to clinical case management or crisis intervention as appropriate. • Coordinates and implements assigned care plan activities and monitors care plan progress. • Enhancement of Medical Appropriateness and Quality of Care: Using holistic approach consults with case managers, supervisors, Medical Directors and/or other health programs to overcome barriers to meeting goals and objectives; presents cases at case conferences to obtain multidisciplinary review in order to achieve optimal outcomes. • Identifies and escalates quality of care issues through established channels. • Utilizes negotiation skills to secure appropriate options and services necessary to meet the member's benefits and/or healthcare needs. • Utilizes influencing/motivational interviewing skills to ensure maximum member engagement and promote lifestyle/behavior changes to achieve optimum level of health. • Provides coaching, information and support to empower the member to make ongoing independent medical and/or healthy lifestyle choices. • Helps member actively and knowledgably participate with their provider in healthcare decision-making. • Monitoring, Evaluation and Documentation of Care: Utilizes case management and quality management processes in compliance with regulatory and accreditation guidelines and company policies and procedures. • Remote Work Expectations • Candidates must have a dedicated workspace free of interruptions • Dependents must have separate care arrangements during work hours, as continuous care responsibilities during shift times are not permitted. • Interacts with members/clients telephonically or in person. May be required to meet with members/clients in their homes, worksites, or physician's office to provide ongoing case management services. • Colleague may be required to travel up to 25-50% of the time based on member/customer-specific needs. • Ability to travel within a designated geographic area for in-person case management activities as directed by Leadership and/or as business needs arise Required Qualifications • Bachelor's degree or non-licensed master level clinician required, with either degree being in behavioral health or human services required (nursing, psychology, social work, marriage and family therapy, counseling). • Must have computer literacy in order to navigate through internal/external computer systems, including Excel and Microsoft Word. Preferred Qualifications • Case management and discharge planning experience preferred • 2 years' experience in behavioral health, social services or appropriate related field equivalent to program focus • Managed Care experience preferred • Effective communication, telephonic and organization skills • Excellent analytical and problem-solving skills • Ability to work independently • Ability to effectively participate in a multi-disciplinary team including internal and external participants. Anticipated Weekly Hours 40 Time Type Full time Pay Range The typical pay range for this role is: $21.10 - $44.99 This pay range represents the base hourly rate or base annual full-time salary for all positions in the job grade within which this position falls. The actual base salary offer will depend on a variety of factors including experience, education, geography and other relevant factors. This position is eligible for a CVS Health bonus, commission or short-term incentive program in addition to the base pay range listed above. Our people fuel our future. Our teams reflect the customers, patients, members and communities we serve and we are committed to fostering a workplace where every colleague feels valued and that they belong. Great benefits for great people We take pride in offering a comprehensive and competitive mix of pay and benefits that reflects our commitment to our colleagues and their families. The benefits for this position include medical, dental, and vision coverage, paid time off, retirement savings options, wellness programs, and other resources, based on eligibility. Additional details about available benefits are provided during the application process and on Benefits Moments.