Digital Engagement Collection Analyst

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Job Summary:

Capio, a well-established and expanding healthcare receivables management company based out of Sherman, TX, is seeking a Digital Engagement Collection Analyst. Capio is paving the way in the healthcare receivables industry and our business is growing at an exponential rate. Our need to efficiently monitor and manage our digital communications requires the addition of a Digital Engagement Collection Analyst.

In this role, the Digital Engagement Collection Analyst will be responsible for actively leading the strategy and execution of the consumer contact through texts, chats, emails, digital portals, digital letters, and websites. This ‘hands on' person will plan and execute all aspects of the organization's digital consumer initiatives. This position will work with Capio Operation's and Information Technology teams to execute consumer contact effectively. This includes monitoring, managing, and analyzing/reporting multiple digital communication platforms and adjusting treatment and parameters to ensure all solutions are performing as expected and efficiently.

Responsibilities

• Develop and implement digital communication solution vendors with Capio's technology.
• Coordinate with the Information Technology department the implementation of digital communication solutions.
• Maximize the consumer experience and Capio's cost effectiveness.
• Create, document, communicate, and execute a strategic digital contact strategy.
• Work with Operations to maximize the call center agent digital communication effectiveness.
• Develop, track and monitor key metrics to provide transparency and visibility to senior leadership.
• Oversee the creation and execution of digital campaigns bringing efficiency to agent activity.
• Work with digital solution vendors to ensure all deliverables and services are provided to Capio as expected.
• Must be capable of problem solving basic and common digital solution issues and if needed, engage other departments and/or vendors to reach a resolution.
• Clearly and consistently communicate and work with team members, co-workers, and other departments in a professional matter. Must be able to collaborate with team members and co-workers to achieve company goals and tasks.
• Related Duties - There may be related job duties that have not been captured above or may not have been established at this point. Additional job duties may be added as business needs change.

Qualifications

• Bachelor's degree in business intelligence, data analytics, computer science, software engineering, or related field, or 2+ years of relevant experience required.
• Strong design and presentation skills required.
• Experience in QlikView, Qlik Sense, Tableau, Power BI, or another enterprise-level BI application is highly desired.
• High School Diploma required.
• Minimum 2 years' experience with digital communication/administration preferred.
• Minimum 1 year experience in collections, database, or operations required.
• Knowledge of contact solutions and concepts.
• Excellent communication (written and verbal), interpersonal and negotiation skills.

• Ability to make important decisions under pressure.
• Multitasking skills.
• Problem solving skills.
• Time management skills.
• Friendly, professional, and approachable.
• Experience within the receivables management or healthcare industries is a strong plus.

Personal Characteristics

• Accurate and thorough; strong attention to detail.
• Self-sufficient, monitors own work to ensure quality.
• Ability to translate business needs into solutions.
• Collaborative, flexible, and responsive.
• Strong analytical, numerical, and reasoning abilities.
• Well-developed, mature interpersonal skills with diverse personalities.
• Results-oriented.
• Lifetime learner with an eager and open mind, an ever-expanding skillset, and a desire to share knowledge with others.