About hirevault
hirevault is a premier dental benefits administrator dedicated to enhancing oral health across the nation. As a key member of the hirevault Plans Association, we operate some of the largest dental networks in the country, delivering comprehensive benefit plans, advocacy, and community‑focused initiatives. Our mission is to build healthier, smarter, and more vibrant communities, and we achieve this by investing in innovative programs, cutting‑edge technology, and a culture that celebrates an “All In” mindset. At hirevault, every employee is empowered to take charge of their career, support colleagues, and make a meaningful impact in the communities we serve.
Why This Role Matters
In today’s data‑driven environment, accurate reporting and insightful analysis are the backbone of exceptional customer service. As a Customer Service Reporting Specialist, you will be the guardian of data integrity for our contact center operations, ensuring that every call, grievance, and metric is captured, validated, and transformed into actionable intelligence. Your work will directly influence service quality, operational efficiency, and the overall experience of millions of plan members.
Key Responsibilities
- Design, develop, and maintain custom reporting solutions that track contact‑center performance, with a focus on the CMS (Customer Management System) business line.
- Validate and audit call logs, grievance records, and other critical data sets to guarantee accuracy, completeness, and compliance with plan requirements.
- Analyze trends and generate performance improvement recommendations that drive efficiency, reduce call‑handling time, and elevate member satisfaction.
- Troubleshoot reporting issues, identify root causes, and coordinate corrective actions with IT, operations, and quality assurance teams.
- Produce ad‑hoc reports for internal stakeholders, external auditors, and contractual partners, ensuring timely delivery and adherence to regulatory standards.
- Collaborate cross‑functionally with supervisors, trainers, managers, and directors to align reporting insights with training initiatives and process enhancements.
- Participate in audits, trainings, and continuous‑improvement projects that support the CMS business and broader hirevault objectives.
- Maintain documentation of reporting methodologies, data dictionaries, and standard operating procedures to foster knowledge sharing and continuity.
- Support occasional travel and flexible work hours, including after‑hours coverage, to meet project deadlines and audit requirements.
Essential Qualifications
- Associate’s degree (or higher) in Business Administration, Information Systems, Data Analytics, or a related field.
- Minimum of four (4) years of hands‑on experience gathering, analyzing, verifying, and reporting data using software applications such as Excel, Access, PowerBI, or similar tools.
- Demonstrated ability to design and maintain complex reporting structures, preferably within a contact‑center or call‑center environment.
- Strong analytical mindset with the capacity to interpret large data sets, identify patterns, and translate findings into strategic recommendations.
- Proficiency in word processing, spreadsheet, and database applications (e.g., Microsoft Word, Excel, Access, SQL).
- Excellent written and verbal communication skills, capable of presenting technical information to non‑technical audiences.
- Highly organized, detail‑oriented, and able to manage multiple priorities in a fast‑paced, remote setting.
- Self‑starter with the ability to exercise independent judgment and solve complex problems without extensive supervision.
Preferred Qualifications
- Bachelor’s degree in a quantitative discipline (e.g., Statistics, Computer Science, Business Analytics).
- Prior experience with CMS reporting or similar healthcare‑related data platforms.
- Hands‑on experience with data visualization tools such as Tableau, PowerBI, or Looker.
- Familiarity with CRM systems (e.g., Salesforce, Microsoft Dynamics) and the ability to integrate reporting outputs with these platforms.
- Certification in data analytics, business intelligence, or project management (e.g., CBIP, PMP).
- Experience working in a fully remote environment, demonstrating strong time‑management and virtual collaboration skills.
Core Skills & Competencies
- Data Integrity & Validation: Meticulous attention to detail to ensure every data point is accurate and reliable.
- Analytical Thinking: Ability to dissect complex datasets, uncover root causes, and propose evidence‑based solutions.
- Technical Proficiency: Comfort with advanced Excel functions, SQL queries, and reporting dashboards.
- Communication: Clear, concise, and persuasive communication style for both written reports and verbal presentations.
- Collaboration: Strong interpersonal skills to partner effectively with cross‑functional teams, including IT, operations, training, and compliance.
- Problem‑Solving: Resourceful approach to troubleshooting reporting anomalies and implementing corrective actions.
- Adaptability: Flexibility to adjust priorities, work outside regular business hours, and respond to evolving business needs.
Career Growth & Learning Opportunities
hirevault is committed to the professional development of its employees. As a Customer Service Reporting Specialist, you will have access to:
- Structured mentorship programs pairing you with senior data analysts and business intelligence leaders.
- Continuous learning stipends for certifications, online courses, and industry conferences.
- Opportunities to lead high‑visibility projects that influence enterprise‑wide decision‑making.
- Clear career pathways toward senior analyst, data‑science, or operations‑management roles within hirevault.
- Cross‑departmental rotations that broaden your expertise in compliance, member services, and technology implementation.
Work Environment & Culture at hirevault
Our remote‑first philosophy empowers you to work from anywhere while staying connected to a vibrant, inclusive community. hirevault fosters an “All In” culture where collaboration, innovation, and personal growth are celebrated daily. Highlights include:
- Inclusive Culture: A workplace that values diversity, equity, and belonging, ensuring every voice is heard.
- Flexible Scheduling: Autonomy to design your workday, with occasional requirements for after‑hours support or travel.
- Virtual Engagement: Regular town‑halls, team‑building events, and wellness initiatives that keep remote employees engaged.
- Technology Enablement: State‑of‑the‑art collaboration tools, secure VPN access, and ergonomic home‑office stipends.
- Community Impact: Participation in hirevault’s community outreach programs, reinforcing our commitment to oral‑health advocacy.
Compensation, Perks & Benefits
hirevault offers a competitive salary package that reflects your experience and expertise, complemented by a comprehensive benefits suite, including:
- Health, dental, and vision insurance with multiple plan options.
- Retirement savings plan with company matching contributions.
- Generous paid time off, holidays, and sick leave.
- Life and disability insurance coverage.
- Employee assistance program (EAP) for personal and professional support.
- Continuous learning budget for certifications, courses, and conferences.
- Remote‑work stipend for home‑office equipment and internet expenses.
- Performance‑based bonuses and recognition programs.
Equal Opportunity Commitment
hirevault is an equal employment opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees, regardless of race, color, religion, gender, gender identity, sexual orientation, age, national origin, disability, veteran status, or any other characteristic protected by law.
Ready to Make an Impact?
If you are a data‑driven professional with a passion for improving customer experiences and a knack for turning raw numbers into strategic insights, we want to hear from you. Join hirevault’s dynamic team and help shape the future of dental benefits administration.
Simple Application Process
Take the first step toward an exciting new career. Click the link below to submit your application, and our talent acquisition team will be in touch shortly.
Apply for this job