Channel Services Specialist - Remote

Channel Services Specialist

Department: Channel Services

Employment Type: Full Time

Location: Remote

Reporting To: Tricia Johns

Compensation: $76,500 - $84,500 / year

Description

Healthcare today is nothing short of amazing. Yet all of it only works when people connect with it. And too often, they don’t. Healthcare can be impersonal. Confusing. All elbows. The record scratch at life’s party. We’re here to help connect healthcare with the people who need it. Which is everyone. How? By listening. Collaborating. And inspiring.  Icario is the leading health action company that deeply understands people, giving our clients the data and tools they need to reach further, overcome barriers, personalize outreach, and connect with people like they’re human. Using whole person data, behavioral science, and digital-first omnichannel pathways, we build long-term value for our customers by helping them put people first and deliver better outcomes faster. This is healthcare that knows us, meets us where we are, has a relationship with us, anticipates our needs, and smoothly and consistently connects us with the right care. This is healthcare that helps everyone live better. Ultimately, our mission is to help move people to do things that are good for them! We’re excited about the path ahead—are you ready to make the world a healthier place, one person at a time? 


Does the idea of playing a significant role in a fast-growing, late-stage start-up sound like your jam? Are you looking for an organization where your expertise and experience are not only needed, but valued? If so, we’ve got an opportunity with your name written all over it! We are seeking an enthusiastic Channel Services Specialist to partner with our internal/external business partners to help manage our vendors to deliver programs designed to drive increased engagement in specific health care activities and gain valuable insight to help better serve each members health needs. In this role, you will work closely with our various operations teams, cross functional teams, many vendors in the print, call center, rewards, telephonic and translations spaces. In this position, you will report directly to our Director, Channel Services within our Operations team.

Why We Need You

• Support our vendor partnerships through new program set up, quality, monitoring and member escalation management.
• Work with internal teams and vendors to set up channel engagement options for our clients
• Manage member escalations from call centers and internal teams, with high degree of customer service and ensuring the member is satisfied
• Review vendor SLAs by program. Conduct audits to ensure high quality and meeting business and/or compliance requirements

Specific breakdown by channel:

• Rewards
  • Manage execution of fulfillment projects with external fulfillment vendors, research and troubleshoot issues and identify opportunities for improvement and lead their implementation
  • Effectively communicate changes within our rewards/fulfillment offerings and impacts to internal teams
• Print
  • Manage execution of print projects with external print vendors. Ensure all API driven print jobs are running as expected (future state).
  • QA direct mail files and outputs from print vendor
  • Manage special projects directly with print vendor
  • Manage mailing schedules
• Call Center
  • Evaluate service engagement ensuring quality of service, excellence in professionalism, sensitivity, accuracy, and timelines are provided to our customers and their members. 
  • Partner with internal teams to develop and implement call center scripting with a strong focus on member experience
• IVR, Email, SMS
  • Set up new clients and programs through vendor software
  • Maintain SPAM list and purchased telephone numbers
  • Support evolving business needs for caller ID, Short Code, TFN in pursuit of highly engaged members
• Translations & Voice Over
  • Engage with vendor portal to ensure translations and voice overs are completed as expected
• Additional duties as assigned
• Embody Icario’s values

What We'll Love About You

At Icario, we’re not looking for the impossible, just the exceptional. If you meet a combination of the listed skills below, we encourage you to apply!

• 3+ years of experience in business operations experience
• Ability to multitask without sacrificing attention to detail 
• Well-rounded written and verbal communication skills that enable you to effectively collaborate with cross-functional teams such as product, technology, and quality assurance
• Ability/aptitude to understand and work effectively with technical data/processes
• Experience working with Microsoft tools (i.e. Word, Excel)  including building formulas and process improvements
• Comfortable working independently and in a team environment
• Collaborative, upbeat work ethic where you take ownership
• Self-starter
• Experience applying innovative approaches to solving problems
• Healthcare rewards, direct mail or contact center experience a plus

What You'll Love About Us

• 4+ weeks PTO, Summer PTO, and unlimited Health & Wellness PTO
• Competitive benefits package including: medical, dental, vision, disability, FSA, HSA, pet insurance, and more
• Generous 401k program with company match
• Company paid parental leave
• Work-life harmony
• $1,000 employee referral bonus program
• Fully remote & hybrid working models with office locations in Minneapolis, MN & Birmingham, AL
• The list goes on, apply to learn more!

JOIN US Want to learn more about us? Visit us at icariohealth.com.
Icario is committed to fostering a welcoming, accessible, respectful, and inclusive environment that ensures equal access and participation for people with disabilities. Please let us know if you require any accommodations by emailing careers@icariohealth.com
Icario is an Equal Employment Opportunity/Affirmative Employer. Women, minorities, veterans, and individuals with disabilities as well as all other qualified individuals are encouraged to apply. We strive to empower an inclusive workplace culture that maximizes every employee’s contribution, widens the leadership pipeline, and ultimately increases the quality of our ideas, products, and our collective mindset. The intersection of opinions and experiences is made stronger by the power of diverse voices, ideas, and perspectives. By championing diversity and inclusion in our workforce and workplace culture, we’re helping ensure we can meet the challenges of the future. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, age, national origin, protected veteran status, disability status, sexual orientation, gender identity or expression, marital status, genetic information, or any other characteristic protected by law. Apply