COPC Site Coordinator–HomeOffice/Call Center

Conduent

About Conduent 

Conduent is the world’s largest provider of diversified business process services with leading capabilities in transaction processing, automation, analytics and constituent experience. We work with both government and commercial customers in assisting them to deliver quality services to the people they serve. 

We manage interactions with patients and the insured for a significant portion of the U.S. healthcare industry. We are the customer interface for large segments of the technology industry and the operational and processing partner of choice for public transportation systems around the world. 

Whether its digital payments, claims processing, benefit administration, automated tolling, customer care or distributed learning –Conduent manages and modernizes these interactions to create value for both our clients and their constituents.  

COPC Site Coordinator 

Job Description:

The COPC coordinator is an exciting fast pasted dedicated position. In this role you will have responsibilities and interactions with all departments and sections of your site such as recruiting, on-boarding, training, operations, quality, work force and also the client/COPC. Not only will you be involved with all departments, you will also be in close contact with other COPC Coordinators from other sites and regions to create a strong cultivating team that will share ideas and best practices on the path to COPC implementation and certification/re-certification. Your role be performed in a specific location, and you will report in to the Global COPC team for direction and development.

The COPC Site Coordinator will be responsible for a wide variety of tasks including but not limited to:

• Locally support COPC implementations and changes
• Responsible for implementation and Change management, guaranteeing compliancy to the standard
• COPC point of contact for Operations, supporting teams such as, IT, Recruitment, training, WFM, reporting
• Providing Client with updates on COPC deployment/certification
• Support with onboarding new staff specifically on COPC requirements/understanding of the standard
• Help site develop with strong data driven actions
• Conduct continuous compliancy deployment checks
• Conduct the annual standard review of the COPC frame work.
• Conduct process audits
• Report in to regional coordinator on identified success, delays, challenges and risks
• Initiate and chair local meetings to ensure all roles are aligned and updated
• Owns local Table F (COPC performance dashboard)
• Update/develop/improve COPC approaches
• Work as a team with other site COPC coordinators to ensure continuity
• Asist/coordinate all COPC audits,
• Drive mitigating gaps identified during audits, create project plans to close gaps

 Requirements for position:  

• Ability to be assertive in objectives
• Experience in supervisor role or equal (internal or external)
• Advanced level of English is required 
• German language skill is a plus 
• Advanced Excel Skills/Knowledge
• Effective Communication Skills
• Experience with client interactions
• Organizational Skills
• Strong Time Management
• Ability to analyze data and find root cause
• Experience developing and implementing new processes and procedures
• Ability to travel as/if needed

Nice to have but not required skills:

• COPC BPCX/HPMT Certification
• Quality experience/knowledge
• Interviewing skills/experience
• Power Point presentation skills
• DMAIC experience/knowledge
• Effective questioning skills (drill down to the detailed evidence)