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Process Improvement Specialist

Process Improvement Specialist

Call Center - Nc
Job Locations 
Employment Type 
Regular Full-Time
Position Schedule 

More information about this job

Position Summary

The resolution and support team specialist is responsible for the resolution and support of all designated responsibilities associated with: appointment scheduling, the fulfillment of all OnBase tickets: scheduling guidelines, appointment type requests, provider schedule changes, and problem solving. The candidate must have a strong background in process improvement and is able to successfully manage multiple projects simultaneously.

Essential Job Functions & Responsibilities


  • Fulfill the SLA requirements of all OnBase Tickets:

        -Scheduling Guideline Requests ≤ 24 hours

        -Problem Solving Requests ≤ 24 hours

        -Appointment Type Requests ≤ 24 hours

        -Provider Schedule Requests ≤ 48 hours

  • Manage the missing information of all OnBase tickets that will fall or do fall outside of SLA with the appropriate sense of urgency
  • Manage the incoming and outgoing traffic of team mailboxes
  • Fulfills the SLA requirements of all patient online requests ≤14 hours
  • Fulfills the daily pending cancel and reschedule requests from Teleminder and Appointment Confirmation Reports
  • Research and investigates problems using root cause analysis
  • Provides comprehensive resolution to problems that anticipates the client’s future needs
  • Provides recommendations for process and workflow improvements through applying working knowledge of the business and clients
  • Tracks and trends all problems received through the OnBase system to provide a monthly report of error performance within the contact center department
  • Creates weekly business reviews decks in MS Powerpoint to summarize the previous week’s error and OnBase requests
  • Acts as a liason between patients, doctors, client and contact center leadership team to resolve all concerns
  • Communicates proactively to the leadership team as it relates to varying day to day needs of the business
  • Provides a consistent level of excellent patient and provider service while adhering to quality guidelines
  • Maintain high security of sensitive and confidential situation with appropriate tact and diplomacy
  • Communicates effectively and in a professional manner utilizing appropriate business etiquette through electronic and in person channels to all internal and external leaders
  • Follows all departmental policy and procedures
  • Perform general office duties and special projects as assigned


Required Qualifications

-Technical and operational problem solving experience

-Ability to think critically and strategically

-Ability to manage multiple tasks simultaneously

-Experience in database management

-Excellent time management and organizational skills

-Intermediate level proficiency in Microsoft Office Professional 2010 Word, Excel, and Power point applications

-Six Sigma white or yellow belt preferred

Company Overview

Resolution And Support Team Specialist


You want a career and not a job; you want to work at an organization that truly cares about their employees; you want to be able to work for a successful organization that will invest in your career and development so that you can take on more responsibilities and increase your earning potential; and you want to work for an organization who provides strong benefits including an annual cash bonus potential based on performance, health benefits, and a profit sharing contribution towards your retirement. You want to work with good people who you can feel proud to call your colleagues.

Here at WESTMED Practice Partners, one of the most successful management services organizations in the United States health care community, we look for individuals who are interested in and seek a challenging, growth-oriented, dynamic and friendly environment. Individuals with a strong work ethic along with a caring personality are who we find to be most successful here, fitting into our not so basic mantra of simply being “Smart" & “Nice". Our organization is constantly looking to bring on like-minded people who have a genuine interest in helping people and possess an intellectual curiosity to try and do things better and more efficiently. We strive to bring out the best in all of our team members and provide individuals with the support they need to achieve their career aspirations.

At the moment, we are filling opportunities on our Resolutions and Support Team in our contact center. As a Resolution and Support Team Specialist you will use your Process Improvement and Problem Solving skillset to facilitate the resolution within our internal/external responsibilites. The most important attribute of someone who is successful in this role will be his/her process improvement and analytical skills.  

This position is located at our Charlotte, NC regional headquarters. This role will act as a key member of the team and will take part in the success of the overall organization.


Our ideal Candidate possess the following skillset:

  • Extremely detail oriented
  • Ability to think critically and Stragically
  • Ability to handle multiple tasks simutaneously
  • Experience in Data Management
  • Excellent problem solving skills and time management skills
  • Ability to analyze data in order to communicate effectively with our clientele to arrive at the best possible solution
  • Must be able to analyze trends and behavioral indicators within that analysis to point to the root cause.
  • Dependable
  • Good judgment, patience and diplomacy
  • Good computer skills required. Intermediate level proficiency in Mocrosoft Office Professional 2010 Word, Excel and Power Point
  • Should be proficient with pivot tables, charts, etc.
  • Database Management
  • Six Sigma White or Yellow Belt Preferred

We look forward to hearing from you and learning how you can best add value to our growing organization.

To tearn more about WESTMED click here to watch a short video,

WESTMED Practice Partners offers:

•Highly competitive compensation with raise potential 
•Team bonus incentive program 
•Health and wellness benefits to include medical, prescription, dental plans, short term and long term disability, supplemental life insurance and flexible spending accounts 
•Employee assistance program 
•PTO and paid holidays 
•Employee referral program 
•Career development


Job Type: Full-time

Required education:

  • A.A. or B.A.

Preferred  experience:

  • Healthcare: 1 year