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