Specialist-Self-Service Programs (Remote)

American Specialty Health Incorporated is seeking a Specialist – Self-Service Programs to join our Self-Service Programs department. This position will be responsible for creating, improving, and maintaining the self-service content to support business goals. Duties will also include raising brand awareness by sharing content and monitoring traffic and metrics to maintain best practices. The position requires an experienced professional with demonstrable skills in written business communication. Must be detail-oriented and able to work well under pressure.

Remote Worker Considerations

Candidates who are selected for this position will be trained remotely and must be able to work from home in a designated work area with company-provided technology equipment. This remote/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 (minimum internet download of 50 Mbps and 10 Mbps upload speed).

Salary Range

American Specialty Health complies with state and federal wage and hour laws and compensation depends upon candidate’s qualifications, education, skill set, years of experience, and internal equity. $20.40 to $22.30 Hourly Wage Range.

Responsibilities

• Artificial Intelligence (A.I.) Content Management responsibilities.
• Develop content strategy that aligns with ASH product marketing targets, both long term and short term.
• Generate and publish chat article responses to member online inquiries.
• Monitor, edit, proofread, and improve upon article inquiries, based on the self-service satisfaction performance (CSAT/NPS), agent escalation rates, and customer feedback.
• Ensure brand consistency by communicating effectively with program managers, development teams, strategic partnership, and marketing.
• Ability to manage all self-service content using the content management media to analyze self-service traffic and user engagement metrics.
• Increase self-service utilization rates with enhancements, development, and editorial creativity.
• Ensure all data and work is legally compliant (e.g., copyright protection).
• Remain current on developments and generate new ideas to draw attention of audience.
• Assist with chat/inbound calls from members and providers as needed.
• Assists with chat inquiries, emails, and inbound calls via the Queue Overflow/Chat Agent Desktop; remains in available when necessary.
• Work closely with the Self-Service Writer/Editor, Sr. Manager, and Director to identify opportunities to improve across the organization.

Qualifications

• High School Diploma required.
• Minimum 1 – 2 years of progressive experience performing content development.
• Experience in self-service, digital marketing, and/or content management.
• Experience in digital self-service platform management.
• Experience in American Specialty Health (ASH) Clinical, Fitness, and/or Health Services; ASH product experience a plus.
• Knowledge of Microsoft (Word/Excel/Outlook/SharePoint) required.
• Call center environment and self-service media experience preferred.
• Health care and/or health insurance experience preferred.

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 speak, see and hear other personnel and/or objects. Ability to communicate both in verbal and written form. Capable of using a telephone and computer keyboard.

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 race, color, religion, sex including sexual orientation and gender identity, national origin, disability, protected Veteran Status, or any other characteristic protected by applicable federal, state, or local 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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