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Role Description
This role involves leading a team to ensure high performance and continuous improvement in patient support services.
- Evaluate calls and assess application usage based on a standard set of criteria
- Provide constructive feedback and recognition to team members
- Accurately score interactions to gauge employee quality performance
- Monitor and evaluate team performance for adherence to quality standards
- Track and report trends from customer experiences for improvement
- Analyze and provide weekly & monthly trend analysis to leadership
- Participate in and host internal/external client calibration sessions
- Engage in and lead projects to promote quality enhancements
- Conduct gap assessments based on requirements
- Uphold quality standards adhering to company, regulatory, and HIPAA policies
- Collaborate across various functions and educate others on requirements
- Identify training needs or potential disciplinary actions
- Build strong customer relationships and deliver customer-centric solutions
- Optimize work processes for effective task completion
- Develop strategic alliances with stakeholders
- Demonstrate resourcefulness in securing and deploying resources
- Analyze complex information to solve problems effectively
- Hold oneself and others accountable for commitments
- Exhibit situational adaptability to meet changing demands
- Create and implement diverse communication strategies
- Demonstrate knowledge of quality systems and methodologies
- Perform investigations/root cause analysis and develop corrective actions
- Understand quality concepts such as cost of quality and quality planning
- Work cross-functionally and educate others on requirements
Qualifications
- Bilingual in Spanish
- Call monitoring/audit experience preferred
- Case audit experience preferred
- HS Diploma, GED or technical certification in related field or equivalent experience preferred
- Adverse Event reporting experience strongly preferred
- Strong customer service/quality background experience
- Excellent verbal and written communication skills
- Strong prioritization and leadership skills
- High regard for superior quality of service
- Ability to prioritize and manage multiple responsibilities
- Experience handling tasks where attention to detail is critical to success
- 3+ years’ experience in related field preferred
Requirements
- Effectively applies knowledge of job and company policies and procedures
- In-depth knowledge in technical or specialty area
- Applies advanced skills to resolve complex problems independently
- May modify process to resolve situations
- Works independently within established procedures
- May provide general guidance or technical assistance to less experienced team members
Training and Work Schedules
- Your new hire training will take place 8:00am-5:00pm CST, mandatory on-camera attendance is required
- This position is full-time (40 hours/week)
- Employees are required to have flexibility to work any of our shift schedules during normal business hours of Monday-Friday, 8:00am-5:00pm CST
Remote Details
- You will work remotely, full-time
- Requires a dedicated, quiet, private, distraction-free environment with access to high-speed internet
- We will provide you with the computer, technology, and equipment needed
- You will be responsible for providing high-speed internet
- Internet requirements include:
- Maintain a secure, high-speed, broadband internet connection (DSL, Cable, or Fiber)
- Download speed of 15Mbps (megabyte per second)
- Upload speed of 5Mbps (megabyte per second)
- Ping Rate Maximum of 30ms (milliseconds)
- Hardwired to the router
- Surge protector with Network Line Protection for CAH issued equipment
Benefits
- Medical, dental and vision coverage
- Paid time off plan
- Health savings account (HSA)
- 401k savings plan
- Access to wages before payday with myFlexPay
- Flexible spending accounts (FSAs)
- Short- and long-term disability coverage
- Work-Life resources
- Paid parental leave
- Healthy lifestyle programs
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