Contact Center Quality Analyst 1 (H)

Current employees: internal application process available via Workday.

About the role

The UHealth Connect department has an opening for a full-time Contact Center Quality Analyst 1 located in Medley.

Responsibilities

• Monitors agent calls for quality assurance in scheduling & registration, including telephone etiquette, registration completeness and accuracy, and clinical triage and scheduling.
• Monitors agent calls for quality assurance in the contact center, including telephone etiquette, paging request completeness and accuracy, and appropriate documentation.
• Monitors agent calls for quality assurance in patient accounts customer service, including telephone etiquette, patient account inquiries, and documentation.
• Supports managers and supervisors in identifying agent strengths and opportunities, providing objective feedback in quality assurance documentation.
• Completes weekly Agent Scorecards that include Key Performance Indicator (KPI) metrics and Quality Assurance (QA) monitoring results.
• Assists in training and coaching new agents in role-specific requirements and skills.
• Provides operational support handling appointment scheduling, registration calls, on-call paging calls, and patient account customer service calls during peak traffic periods.
• Adheres to University and unit-level policies and procedures and safeguards University assets.

Requirements

• High school diploma or equivalent.
• Minimum 1 year of relevant experience.
• Broad and deep knowledge of all areas as well as related areas.
• Sustained high level of proficiency in all aspects of the job.
• Ability to communicate effectively in written and verbal form; bilingual knowledge a plus.
• Ability to communicate effectively with physicians and professional staff.
• Ability to interact and assist patients of all ages, cultural backgrounds, and with special needs, with a passion for providing excellent service and care.
• Ability to work under high stress with time constraints while maintaining composure and sensitivity to each patient’s specific needs.
• Maintain a high level of diplomacy when dealing with stressful situations.

Any appropriate combination of relevant education, experience, and/or certifications may be considered.

Benefits

• Medical and dental coverage.
• Tuition remission.

Additional comprehensive benefits package included.