Call Center Quality and Training Specialist

POSITION SUMMARY:

Under general supervision from the Manager of Training and Quality, the Training and Quality Specialist provides critical oversite and support to the Call Center team. This role is responsible for auditing and analyzing all forms of interactions between Call Center team members and our patients. The Training and Quality Specialist ensures that all standards of quality performance are met and adhered to by providing feedback and coaching to our patient service representatives as well as by working with the Call Center leadership team to develop coaching and development plans. This role also provides backup to the Manager of Training and Quality for any and all staff training needs. The right candidate has the opportunity to directly impact and enhance patient and employee experience across alike.

Position: Call Center Quality and Training Specialist

Department: Ambulatory Call Center

Schedule: Full-Time

ESSENTIAL DUTIES/RESPONSIBILITIES:

• Perform quality audits on all forms of interactions between patients and Call Center team members.
• Ensures standards of scheduling accuracy and patient experience are met and exceeded.
• Identifies and reports all errors to the leadership team.
• Coordinates with Call Center leaders to provide ongoing feedback to staff regarding identified performance issues and coaching opportunities
• Keeps up with daily call audit workload as directed by the Manager of Training and Quality while participating in training needs
• Conducts team member one on ones as needed for performance improvement
• Participates in call quality calibrations with the Call Center leadership team to ensure a similar methodology is employed when auditing patient interactions
• Works with leaders and individuals on quality improvement efforts
• Assists with the facilitation of training classes as needed
• Collaborates with the Manager of Training and Quality as well as with the Manager of Workforce Management and Documentation to develop new approaches and modifications to curriculum, quality materials and knowledge management documentation as needed
• Identifies opportunities for improvements to all aspects of training, quality and documentation as they work through call audits
• Provides feedback to staff, team leads and managers
• Prepares and analyzes internal quality reports for management and clinic leadership review
• Recommends and assists in the creation of quality and training policies and procedures
• Maintains a thorough understanding of all department policies and procedures
• Stays up to date with scheduling and protocol changes for all practices represented by the Call Center
• Learns each new clinic as they are centralized and ensures they are prepared to provide training and quality oversite to meet their needs
• Identifies and reports defects, inconsistences and potential risks in workflows, curriculum and documentation.

JOB REQUIREMENTS

EDUCATION:

• AnAssociate's degree in Business or related field (or at least 2 years of relevant work experience).
  

CERTIFICATES, LICENSES, REGISTRATIONS REQUIRED:

• None

EXPERIENCE:

• Requires 2 years of relevant work experience with one of the required years of experience in healthcare, customer service, managed care or medical insurance.

KNOWLEDGE AND SKILLS:

• Ability to evaluate, mentor, guide and motivate team members through demonstration of best practices and leading by example.
• Excellent organizational skills to set priorities and efficiently complete assigned work.
• Ability to effectively speak, read, and write English.
• Requires excellent communication, interpersonal and problem solving skills.
• Excellent customer service skills and ability to communicate in a courteous, pleasant and professional manner with patients, general public, staff members, outside agencies, and all other internal and external contacts.
• Ability to work independently and to make decisions based on department polices and established procedures.
• Demonstrated technical competency using standard hospital computer systems including Microsoft Office (Word, Excel, Outlook), web browsers, and hospital systems (such as Epic)
• Must be able to maintain strict protocols of all confidential or sensitive information.
• Comprehensive understanding of call center operations
• Demonstrated ability to provide coaching and training in an corporate environment

Equal Opportunity Employer/Disabled/Veterans

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