Customer Service Technical Advisor/Coach in Woburn, MA at Beacon Health Options

Date Posted: 3/25/2020

Job Snapshot

Job Description

We Help People Live their Lives to the Fullest Potential!

For more than 30 years, Beacon has changed the way people live with behavioral health conditions. Today, we are the undisputed leader in behavioral health management, serving 40 million people across all 50 states. At Beacon, we are committed to delivering a ‘world-class’ candidate experience from the moment you click ‘Apply’! Our goal is to help you reach your fullest potential, while utilizing your talents and expertise to help us deliver on our promise.

Do you have a passion for helping others? If so, we are looking for you!

Beacon is currently seeking a Customer Service Technical Advisor/Coach to join our team at our Woburn office. This position will contribute to overall customer satisfaction by providing technical support to a group of Customer Service Representatives.  This position is also responsible for tracking and analyzing data/trends and recommending process improvements.  The incumbent conducts on the job training/support, monitors quality, timeliness, work flows and assists management with special projects and administrative tasks. The Technical Advisor/Coach resolves issues by interacting with all levels of management staff and acts as a role model, leading by example, to promote morale within the department.

What does a typical day look like?

  • Provide mentoring and support to new hires during their training and nesting period. This includes a comprehensive review of the Mentoring Program and available resources. Ensure that new hires develop the required job knowledge and competencies to work independently.
  • Develop a shared resource for Latham Customer Service teams to use and maintain the accuracy of the material listed.
  • Provide front line technical support for Customer Service Representatives by identifying key learning opportunities and providing ideas for improvement. Provide immediate feedback/training on where the information was found and how the issue should be resolved when assisting CSR with questions. Escalate Supervisor level call issues and coordinate with other departments to get issues resolved.
  • Conduct skill development and client specific training to seasoned staff members.
  • Perform call monitoring and review inventory queues. Identify process improvements and coach/develop staff to contribute/improve overall Customer Satisfaction.
  • Assist management with special projects and administrative tasks as assigned including, but not limited to new client implementations, coordinating testing for system releases, inquiry analysis and root cause identification.
  • Demonstrate a thorough knowledge of all lines of business/company operations/procedures related to the CSR position, support answering inquiries for all customer and products, report issues and offer suggestions for improvement to management.

What you Contribute?

Education: A High School/GED Diploma is required. An Associate’s Degree or equivalent related experience is preferred.

Knowledge, Skills & Abilities:

  • Two years’ experience in resolution of complex claims issues in Customer Service or a related field and the knowledge of resources available within the organization to resolve internal/external problems and concerns is required.
  • Excellent analytical, problems solving, decision making, time management, organizational, coaching and feedback skills along with excellent written, verbal, interpersonal/negotiation skills and a strong ability to prioritize tasks is also required.

What Makes Us Different?

  • Here, it’s not just a job – it’s an opportunity to change lives.
  • Our employees are learners, innovators and original
  • Our mission and values guide the way we treat our members, providers and each other.

What We Have to Offer:

  • Healthcare benefits available starting day 1!
  • Health & wellbeing incentives, such as gym membership reimbursement
  • 401K with company match to help reach your future financial goals
  • Generous PTO, because we know life happens outside of work
  • Tuition reimbursement so you can keep reaching your fullest potential

If Beacon sounds like the place for you, what are you waiting for? Apply with us today to get started!

Beacon Health Options is proud to be an Equal Opportunity and Affirmative Action Employer as well as a Drug Free and Tobacco Free Work Environment. EOE/AA/M/F/Veterans/Disabled

At Beacon Health Options, our candidate's data privacy is a top priority. Our recruiting team conducts all communications using official company email ( Only candidates who have applied for an open position through our Careers page ( will be engaged in our interview process. Beacon conducts all interviews in person or over the phone. At no time during the recruiting process will any Beacon recruiter request any financial or personally identifiable information from you.