Call Handling, Specialist

Performance Monitoring Job

Performance Monitoring is responsible for establishing, maintaining, and enhancing customer business through contract administration, customer orders, and problem resolution. Performance Monitoring is responsible for monitoring, analyzing, and reviewing customer contact quality.

Responsibilities:

• Evaluate calls and cases to assess performance based on a standard set of criteria, providing constructive feedback and recognition to employees to ensure high performance and continuous improvement.
• Accurately score transactions to gauge employee's quality performance based on organizational and departmental policies and requirements.
• Monitor and evaluate team performance, whether voice or non-voice, of assigned entity and team, ensuring adherence to company quality standards, and compliance with industry regulations.
• Track and report any trends from the customer experience that can be improved or celebrated.
• Analyze and provide weekly & monthly trend analysis to leadership.
• Provide support to leadership by participating in and hosting internal/external client calibration sessions.
• Engage in and lead projects to promote quality enhancements and/or broaden services for the team.
• Maintain a comprehensive understanding of quality systems and methodologies as well as knowledge of applicable regulations, standards, and operating procedures.
• Conduct investigations/root cause analysis and formulate corrective action recommendations.
• Show an understanding of the program requirements and be capable of conducting gap assessments based on those requirements.
• Uphold quality standards that adhere to company, regulatory, and HIPAA policies and procedures.
• Collaborate across various functions, interpret requirements, educate and influence others regarding those requirements.
• Identify training needs or potential disciplinary actions which will be reported to leadership.
• Build strong customer relationships and deliver customer-centric solutions.
• Optimize work processes by identifying effective and efficient methods to complete tasks, with an emphasis on continuous improvement.
• Develop strategic alliances and cooperate with stakeholders to achieve mutual goals.
• Demonstrate resourcefulness by adeptly securing and efficiently deploying resources.
• Analyze complex and high-quality, sometimes contradictory, information to solve problems effectively.
• Hold oneself and others accountable for meeting commitments and objectives.
• Exhibit situational adaptability by adjusting approach and demeanor in real time to meet the changing demands of various situations.
• Create and implement diverse communication strategies that clearly address the specific requirements of various target audiences.

Skills:

• 3+ years' call quality audit experience strongly preferred.
• 3+ years' experience in a patient support program or hub field would be an asset.
• Adverse Event reporting and reconciliation experience strongly preferred.
• Data collection and trend reporting experience is essential for this role.
• Proficiency in MS Office applications required Outlook, Excel, PowerPoint, and Word.
• Excellent verbal and written communication 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.
• Bilingual Spanish would be an asset.

What is expected of you and others at this level:

• Demonstrates strong leadership and collaboration skills with a proven ability to develop and execute effective quality assurance programs.
• Works independently within established procedures; may receive general guidance on new assignments.
• May provide general guidance or technical assistance to less experienced team members.
• Excellent attention to detail and problem-solving skills.
• Strong communication and interpersonal skills.
• Ability to analyze data and generate reports.
• Ability to drive process improvements and implement quality assurance procedures.

Training and Work Schedules:

Your new hire training will take place 8:00am-5:00pm CST, mandatory attendance is required. This position is full-time (8-hour shifts, 40 hours/week). Employees are required to have flexibility to work any of our shift schedules during our normal business hours of Monday-Friday, 7:00am- 8:00pm CST.

Remote Details:

You will work remotely, full-time. It will require a dedicated, quiet, private, distraction free environment with access to high-speed internet. We will provide you with the computer, technology and equipment needed to successfully perform your job. You will be responsible for providing high-speed internet. Internet requirements include the following:

• Maintain a secure, high-speed, broadband internet connection (DSL, Cable, or Fiber) at the remote location. Dial-up, satellite, WIFI, Cellular connections are NOT acceptable.
• 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

Education: HS diploma, GED or technical certification in related field or equivalent experience, preferred. Diploma or degree in relevant field desirable.

EEO: "Mindlance is an Equal Opportunity Employer and does not discriminate in employment on the basis of Minority/Gender/Disability/Religion/LGBTQI/Age/Veterans."