Sr NICE CXone Administrator II

Company: Oak Street Health

Title: NICE CXone Administrator

Location: Remote

Company Description

Oak Street Health believes everyone deserves great healthcare – the kind you'd want for your own family. We specialize in providing exceptional care for older adults on Medicare, often in underserved communities where there is little or no quality healthcare.

Oak Street Health is on a mission to rebuild healthcare as it should be with an innovative care model that centers on wellness-based, positive health outcomes for patients, not the volume of services provided. Our unwavering commitment to keeping patients healthy is highlighted by dedicated care teams that take time to get to know each individual, providing the personalized care they need to stay healthy and live life more fully. 

We're an organization on the move! Our rapidly growing national network of primary care centers is staffed by a diverse team of outstanding care providers, service team members, technologists, community outreach experts, business professionals, and more. For more information, visit http://www.oakstreethealth.com.

Role Description:

The NICE CXone Administrator reports to the Salesforce Administrator Team Lead and is responsible for designing and implementing solutions that optimize the inside sales team's workflows and help drive efficiency. The NICE CXone Administrator supports and collaborates with the sales team members at all levels, and serves as the go-to resource for all CMR data management and reporting best practices. 

Core Responsibilities:

• Support the SalesForce Administrator Team Lead in administering NICE CXone for the inside sales call center, which includes:

  • Managing and responding to end user support and customization requests

  • Managing and customizing dashboards and reports for various teams

  • Performing routine data clean-up functions

  • Performing mass data imports/updates as needed

• Partner with the Business Systems Analyst, Call Center Operations to identify opportunities for improvement and translate business requirements into technical solutions within the CRM

• Serve as a mentor to junior administrators on the team and a resource for guidance on best practices

• Assists in the development and reporting of key sales performance metrics to help drive increased sales productivity

What are we looking for?

This is an exciting opportunity to drive process improvement in an high-impact way, and contribute to the continued growth of a value based care organization that is changing the way healthcare is delivered.

We are looking for people that have:

• Minimum of 2 years of experience as a NICE Administrator

• Experience with CRM-integrated contact center technology platforms such as contact routing, outbound dialer, soft phone, etc.

• Advanced experience working with Excel required

• Project management and organizational skills, and a strong ability to prioritize 

• Strong quantitative and qualitative analytical abilities 

• Eagerness for continuous learning and development 

• Excellent interpersonal skills, ability to work across the organization

• Ability to assist end users and help them navigate their day-to-day business processes in Salesforce

• Undergraduate degree

• Some travel required (10%)

• US work authorization

• Someone who embodies being 'Oaky'

What does being 'Oaky' look like?

• Radiating positive energy

• Assuming good intentions

• Creating an unmatched patient experience

• Driving clinical excellence

• Taking ownership and delivering results

• Being scrappy

Why Oak Street?

Oak Street Health offers our coworkers the opportunity to be at the forefront of a revolution in healthcare, as well as:

• Collaborative and energetic culture

• Fast-paced and innovative environment

• Competitive benefits including paid vacation and sick time, generous 401K match with immediate vesting, and health benefits

Oak Street Health is an equal opportunity employer. We embrace diversity and encourage all interested readers to apply to oakstreethealth.com/careers.