The Healthcare SME is responsible for serving as a subject matter expert and senior-level support resource for U.S. healthcare contact center operations. This role provides floor support, coaching, grievance resolution assistance, process guidance, and escalation management while ensuring compliance with client, regulatory, and operational requirements.
The position acts as a liaison between frontline agents, leadership, quality, training, and operations teams to drive performance improvement, enhance customer experience, and support successful resolution of complex member and provider inquiries. The ideal candidate possesses strong healthcare knowledge, leadership capabilities, coaching skills, and experience supporting Medicare, Medicaid, Marketplace, Commercial Health Plans, Managed Care, Provider Services, or Grievance and Appeals programs.