Operations Specialist

 

Are you looking for a high energy, strategic, and fast-paced position as a Operations Specialist?  Join Relias, the company changing lives throughout the world by helping healthcare organizations improve their clinical and financial outcomes!

For 11,000+ health care and human service organizations, Relias helps clients deliver better clinical and financial outcomes by elevating the performance of teams. We help organizations across the continuum of care get better at maintaining compliance, developing staff and promoting consistent, high-quality care. Our platform employs assessments to reveal specific gaps in skills and addresses them with personalized and engaging learning, choosing from 7,000+ online courses that meet accrediting board, state and federal requirements.  We are passionate about our products and our clients; what we deliver and the impact we have on the world is truly something you can be proud to represent.  Join us and make a difference.

WHAT CAN RELIAS OFFER YOU?

• Fantastic health and wellness benefits package, including an outstanding 401k match, a flexible PTO program, and a generous and inclusive parental leave policy. Additionally, Relias pays for the employee portion of the monthly healthcare premium!
• Flexible work environment with onsite and work from home options – you choose when you want to come into the office!
• Active Employee Resource Groups open to all employees!
• Comprehensive onboarding program – a great introduction to our company, customers and culture!
• Growth and career advancement opportunities!
  • 20%+ annual employee promotion and transfer rate
  • Multiple development program options – leadership development, professional development curriculums, and Nanodegree options in both technology and data science
  • Professional development gained from conference attendance and participation in organizations like NC Tech
  • Onsite 321 Coffee Shop providing free coffee and pastries to employees

The Operations Specialist focuses on Client Care’s technical tools to maximize efforts with AI, automation, and self-service. They will focus on the execution of our Digital Engagement strategy through the creation of complex digital customer journeys. This position requires strong attention to detail, time management skills, and the ability to analyze data and adjust actions or workflows in response. This role will work in conjunction with the rest of Client Care Operations review reports and determine where automation and technology are needed and the best approach for deploying operational client communication or self-service resources. This role will also be responsible for collaborating with key partners, such as Client Success or Support, to create value and habits-based digital campaigns to drive scale or create new self-service channels. The Operations Specialist will remain focused on the Relias client experience across its platform portfolio to help deflect Support tickets via self-service resources and reduce client friction within our applications. 

 

WHAT YOU’LL BE DOING:

• Help manage enterprise operational tools (Pendo, WalkMe, SFDC, SearchUnify, Relias Connect, etc.) to build, manage, and edit automated workflows.
• Collaborate with internal teams to identify pain points in the client experience and run and analyze reports to determine where automation or digital intervention is needed, and the impact existing automation has had on metrics.
• Collaborate with management on research and identification of potential new tools, efficacy of current tools, and involvement in kickoff/implementation of new tools

 

 

YOU’VE GOT WHAT IT TAKES IF YOU HAVE/ARE:

• Strong attention to detail
• Time management skills
• Project management skills
• Ability to collaborate with various teams to collect and review needed information
• Basic knowledge of platforms to understand layout and flow
• Strong written and verbal communication
• Ability to run and analyze reports within respective digital tools
• 1+ years of experience in a Customer Service or Client Success role or 1+ years of experience in an Operations or Client Communication environment
• Bachelor’s degree in business, communication, hospitality, or equivalent relevant educational or work experience required

 

IT WOULD BE IDEAL IF YOU HAVE/ARE:

• Previous SaaS experience preferred
• Previous experience with SFDC preferred
• Previous experience with Gainsight or other digital adoption tools preferred
• Experience managing multiple projects simultaneously preferred

Relias is an Equal Opportunity Employer and a Drug-Free workplace

IN OFFICE REQUIREMENT:

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