Contact Center Quality Analyst 1

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The Department of UHealth Connect has an exciting opportunity for a Call Center Quality Analyst 1 to work in Medley. The Call Center Quality Analyst 1 is responsible for monitoring call quality for 1) scheduling and registration calls, and/or 2) provider on-call paging or general information requests, and/or 3) patient accounts customer service calls.  This will include listening to calls to monitor telephone etiquette and adherence to approved call scripts, and review of appointment registrations and/or provider pages and/or patient account inquiries for accuracy and completeness.  This position requires expert knowledge in the respective scheduling and/or on-call paging and/or patient accounts systems, excellent levels of patient service and telephone etiquette, and ability to provide objective feedback to monitored calls.  This position supports the University’s vision, mission, goals and objectives by providing patient-centric access to our world-renowned medical care.

• Scheduling & Registration QA: Monitors agent calls for quality assurance, including telephone etiquette, registration completeness and accuracy, and clinical triage and scheduling.

• Contact Center QA: Monitors agent calls for quality assurance, including telephone etiquette, paging request completeness and accuracy, and appropriate documentation.

• Patient Accounts Customer Service QA: Monitors agent calls for quality assurance, including telephone etiquette, and patient account inquiries and documentation. 

• Supports the managers and supervisors in identifying strengths and opportunities for each agent, providing objective feedback in quality assurance documentation.

• Completes weekly Agent Scorecards which include Key Performance Indicator (KPI) metrics and Quality Assurance (QA) monitoring results.

• Assists in training and coaching new agents in requirements and skills specific to their roles.

• Provides operational support handling appointment scheduling and registration calls, on-call paging calls, and patient account customer service calls during peak call traffic periods.

• Adheres to University and unit-level policies and procedures and Safeguards University assets.

This list of duties and responsibilities is not intended to be all-inclusive and may be expanded to include other duties or responsibilities as necessary.

MINIMUM QUALIFICATIONS 

• High School diploma or equivalent

• Minimum 1 year of relevant experience

• Has broad and deep knowledge of all areas as well as related areas.

• Demonstrates sustained high level of proficiency in all aspects of the job.

• Ability to communicate effectively in written and verbal form.  Bi-lingual knowledge a plus.

• Ability to communicate effectively with physicians and professional staff.

• Ability to interact and assist patients of all ages, cultural background and with special needs, with a passion for providing excellent service and care.

• Ability to work under a high level of 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.

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The University of Miami offers competitive salaries and a comprehensive benefits package including medical, dental, tuition remission and more.

UHealth-University of Miami Health System, South Florida's only university-based health system, provides leading-edge patient care powered by the ground breaking research and medical education at the Miller School of Medicine. As an academic medical center, we are proud to serve South Florida, Latin America and the Caribbean. Our physicians represent more than 100 specialties and sub-specialties, and have more than one million patient encounters each year. Our tradition of excellence has earned worldwide recognition for outstanding teaching, research and patient care. We're the challenge you've been looking for.

The University of Miami is an Equal Opportunity Employer - Females/Minorities/Protected Veterans/Individuals with Disabilities are encouraged to apply. Applicants and employees are protected from discrimination based on certain categories protected by Federal law. Click here for additional information.

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