Guideway Care is working to provide superior patient engagement solutions to healthcare organizations. We pride ourselves on hiring team members who can work independently but also enjoy being part of a team and like to continuously learn and grow. We are looking for candidates that exemplify these qualities and who are excited to join our team to continue to make a difference for patients and their families.
The Script Developer will be responsible for creating and maintaining scripts for all contact center clients with the goal of increasing both client and agent satisfaction. This critical role will implement highly detailed scripts into the phone system that allow agents to take calls quickly and proficiently for a wide variety of call types. This position requires strong attention to detail and technical acumen. This is a great role for someone looking to make an immediate and positive impact on key business metrics.
**This is an in office position at our Birmingham, AL location
Essential Duties and Responsibilities
- Implements all advanced call scripts into the phone system based on flow chart documentation for both new and existing clients
- Performs routine edits or fixes on existing scripts to ensure all scripts are up to date with the latest guidelines
- Works closely with Technical Writers to ensure scripts are implemented into the phone system correctly and in accordance with the outlined script specifications
- Completes quality assurance testing within the phone system for each new script and new enhancement
- Works closely with the leadership team to analyze the effectiveness of scripts and uses feedback to edit scripts as needed
- Manages multiple projects at once to ensure deadlines are met
Job Requirements
- BS/BA degree
- Experience with Nice InContact is a plus
- High conceptual problem-solving and project management capabilities
- Has knowledge, experience/understanding of operational workflows and flow charts
- Comfort with complex technical problems and processes
- Excellent communication skills, oral and written
- Microsoft Office Suite – Word, Excel, PowerPoint, Visio
- Possess strong attention to detail
- Strong organizational skills
- Proven track record of hitting deadlines
- Immigration and/or Visa sponsorship will not be provided
What We Do
Advancing health equity, optimizing patient satisfaction, and lowering total cost of care in value based arrangements.
Partnering with hospitals, health systems, payers and provider organizations, Guideway positively impacts patient / member lives and drives financial and operational improvement for our partners. Specially trained Care Guides work with patients and caregivers to understand and resolve their barriers to care, resulting in a uniform care experience and optimal outcomes.
