Self-Service Programs Specialist I (Remote)

American Specialty Health Incorporated (ASH) is seeking a Self-Service Programs Specialist I to join our Self-Service Programs department.

The Self-Service Programs Specialist I monitors, improves, and maintains self-service content, such as generative AI knowledge bases and IVR scripts, to support business goals. The position requires an analytical and/or technical mindset and strong communication skills. The primary goal of the position is to help identify and implement digital self-service opportunities to increase efficiency across the enterprise.

Remote Worker Guidelines

• Remote Worker Guidelines: This position will be trained remotely and must be able to work from home (WFH) in a designated work area with company-provided technology equipment. This WFH position requires you have a stable connection to your Internet Service Provider with the ability to participate by video in online meetings over a reliable and consistent network. The internet connection must have a consistent 50 down/10 up Mbps minimum internet speed. 100 down/20 up is recommended to support higher quality video meetings.

Responsibilities

• Self-service management responsibilities, which may include:
  • Review, edit, and write knowledge base content and voicebot scripts.
  • Monitor and improve upon knowledge base content using information from customer satisfaction scores (CSAT), agent escalation rates, and customer feedback.
  • Participate in call/chat testing after updates are made to ensure they’re effective and functioning as intended.
  • Analyze self-service traffic and user engagement metrics using department tools and media.
  • Identify opportunities to increase self-service utilization rates with enhancements and development.
  • Ensure all data and work is compliant with privacy, security, and legal policies.
  • Keep up with program and project updates by participating in meetings with program managers, development teams, strategic partnership, and marketing.
• Other duties:
  • Work closely with department leads to identify self-service opportunities to improve efficiencies across the organization.
  • Remain current on developments in technology, and share information that supports department and company goals.
  • Develop and present self-service performance updates to stakeholders.
• Performs other duties as assigned.
• Complies with all policies and standards.

Qualifications

• High School Diploma required.
• Certification/training in AI-related field or an equivalent amount of experience performing digital self-service work, such as Chatbot or IVR required.
• Proficiency in Microsoft Word, Excel, Outlook, and SharePoint required.
• Experience in call center environment or self-service media preferred.
• Health care and/or health insurance experience preferred.
• Experience in American Specialty Health (ASH) Clinical, Fitness, and/or Health Services preferred.
• Comfort with technical environments; willingness to learn new applications.
• Ability to relay technical concepts to nontechnical members of cross-functional teams so that the concepts can be comprehended.
• Attention to detail and ability to work well under pressure.

Core Competencies

• Demonstrated ability to interact in a positive, respectful manner and establish and maintain cooperative working relationships.
• Ability to display excellent customer service to meet the needs and expectations of both internal and external customers.
• Excellent listening and interpersonal communication skills to identify critical core competencies based on success factors and organizational environment.
• Ability to effectively organize, prioritize, multi-task and manage time.
• Demonstrated accuracy and productivity in a changing environment with constant interruptions.
• Demonstrated ability to analyze information, problems, issues, situations, and procedures to develop effective solutions.
• Ability to exercise strict confidentiality in all matters.

Mobility

• Primarily sedentary, able to sit for long periods of time.

Physical Requirements

• Ability to see, speak, and hear other personnel and/or objects. Ability to communicate both in verbal and written form. Ability to travel within and around the facility or Work from Home (WFH) environment. Capable of using a telephone, computer keyboard, and mouse. Ability to lift up to 10 lbs.

Environmental Conditions

• Work-from-home (WFH) environment.

American Specialty Health is an Equal Opportunity/Affirmative Action Employer.

All qualified applicants will receive consideration for employment without regard to sex (including pregnancy, childbirth, related medical conditions, breastfeeding, and reproductive health decision-making), gender, gender identity, gender expression, race, color, religion (including religious dress and grooming practices), creed, national origin, citizenship, ancestry, physical or mental disability, legally-protected medical condition, marital status, age, sexual orientation, genetic information, military or veteran status, political affiliation, or any other basis protected by applicable local, federal or state law.

Please view Equal Employment Opportunity Posters provided by OFCCP here.

If you are a qualified individual with a disability or a disabled veteran, you have the right to request an accommodation if you are unable or limited in your ability to use or access our career center as a result of your disability. To request an accommodation, contact our Human Resources Department at (800) 848-3555 x6702.

ASH will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the Company’s legal duty to furnish information.

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