Job Description:

At Memorial, we are dedicated to improving the health, well-being and, most of all, quality of life for the people entrusted to our care. An unwavering commitment to our service vision is what makes the difference. It is the foundation of The Memorial Experience.



Summary:



Responsible for overseeing the contact center's quality and performance standards, alongside developing, and implementing comprehensive training programs. Understand all aspects of call quality, customer service, and internal and external compliance requirements, to ensure new hire and ongoing curriculum is driving performance and quality. This multifaceted role entails monitoring interactions, analyzing quality trends, and identifying training needs to enhance agent performance.



Responsibilities:



Use existing training content to coordinate, develop, design, and maintain team and individual training materials for the contact center end-user, ensuring customer satisfaction metrics are met. Stay abreast of trends in adult learning techniques, customer service, and contact center-focused training programs.Assist with the development of quality assurance processes, supporting and suggesting improvements to meet the highest level of patient experience. Conduct evaluations utilizing departmental quality monitoring forms, utilizing Speech Analytics tool, and recorded Omni Channel media for assessment.Work closely with contact center leadership to identify areas of deficiency and develop training to improve competency, continuing education, and process improvement. Collaborate with applicable business units/areas to establish course specifications, prerequisite skills, and knowledge for trainees, assessing the effectiveness of training and creating action plans for improvement.Create, maintain, and track reports regarding performance utilizing the Quality Monitoring and Management system. Monitor inbound and outbound calls for measuring service skills, adherence to internal processes and scripting, and quality of customer service provided.Serve as a subject matter resource to team members, supervisors, and management staff on quality measures, protocols, and customer service expectations. This role should be adept at taking calls and scheduling patients for all service lines the department handles.Provide management with regular agent performance feedback, coaching agents to fill performance gaps found in audits, and advising management for any type of auto-fail call or agent phone behavior that does not support the culture.Assist management in the formation of department goals. Participate in the development of documents to drive quality improvement, including the design of quality monitoring forms and standards, as well as updating processes, procedures, guidelines, and training materials. Coordinate training materials for end-users for new releases, partnering with the Workforce Management Team to schedule appropriate contact center resources.Develop training programs designed to give newly hired employees the skills to be successful in the role, including systems, customer service soft skills, and department processes and procedures. Maintain a strong understanding of end-user workflows and Epic application module functionality to teach end-users and ensure proper system usage.Analyze and identify quality performance trends at the agent and department levels, including root cause analysis and recommendations for error reduction and process improvement. Prepare and analyze quality reports for management review.



Competencies:



ACCOUNTABILITY, ACCURACY, ANALYSIS AND DECISION MAKING, CONTENT PRESENTATION AND DELIVERY, CUSTOMER SERVICE, HIPAA, PROBLEM SOLVING, RESPONDING TO CHANGE, STANDARDS OF BEHAVIOR, TEAM WORK



Education and Certification Requirements:



Bachelors: Business Administration (Required)



Additional Job Information:



Complexity of Work: Requires proficiency in Microsoft Suite, critical thinking, effective communication, decisive judgment, and the ability to be flexible and work independently in a high-pressure, rapidly changing environment. Skilled in building and maintaining positive relationships with staff, offering constructive feedback and coaching for agent success. Specialized knowledge in business operations, including data analysis and solutions implementation to meet organizational goals and quality standards. Strong leadership capabilities, excellent influence skills, and a strategic perspective aimed at fostering collaborative relationships. Required Work Experience: Minimum of three (3) years' experience in a call center, including classroom training facilitation, instructional design, and application of adult learning methodologies. Proficient in learning management systems and curriculum development. Experience in Quality Assurance, proficient in statistical reporting and analysis using tools such as spreadsheets, graphs, and flowcharts.Degree Equivalency: Associate's degree plus six (6) years of experience or a High School diploma plus eight (8) years of experience in a call center environment or related experience. Other Information: Epic certification and/or experience preferred. Innovative and strategic management capabilities preferred.



Working Conditions and Physical Requirements:

• Bending and Stooping = 40%


• Climbing = 20%


• Keyboard Entry = 60%


• Kneeling = 40%


• Lifting/Carrying Patients 35 Pounds or Greater = 20%


• Lifting or Carrying 0 - 25 lbs Non-Patient = 60%


• Lifting or Carrying 2501 lbs - 75 lbs Non-Patient = 40%


• Lifting or Carrying > 75 lbs Non-Patient = 20%


• Pushing or Pulling 0 - 25 lbs Non-Patient = 40%


• Pushing or Pulling 26 - 75 lbs Non-Patient = 40%


• Pushing or Pulling > 75 lbs Non-Patient = 20%


• Reaching = 40%


• Repetitive Movement Foot/Leg = 0%


• Repetitive Movement Hand/Arm = 60%


• Running = 0%


• Sitting = 60%


• Squatting = 40%


• Standing = 60%


• Walking = 60%


• Audible Speech = 60%


• Hearing Acuity = 60%


• Smelling Acuity = 0%


• Taste Discrimination = 0%


• Depth Perception = 60%


• Distinguish Color = 60%


• Seeing - Far = 60%


• Seeing - Near = 60%


• Bio hazardous Waste = 20%


• Biological Hazards - Respiratory = 20%


• Biological Hazards - Skin or Ingestion = 20%


• Blood and/or Bodily Fluids = 20%


• Communicable Diseases and/or Pathogens = 20%


• Asbestos = 0%


• Cytotoxic Chemicals = 20%


• Dust = 60%


• Gas/Vapors/Fumes = 20%


• Hazardous Chemicals = 20%


• Hazardous Medication = 20%


• Latex = 20%


• Computer Monitor = 60%


• Domestic Animals = 20%


• Extreme Heat/Cold = 0%


• Fire Risk = 0%


• Hazardous Noise = 20%


• Heating Devices = 0%


• Hypoxia = 0%


• Laser/High Intensity Lights = 20%


• Magnetic Fields = 20%


• Moving Mechanical Parts = 20%


• Needles/Sharp Objects = 0%


• Potential Electric Shock = 20%


• Potential for Physical Assault = 0%


• Radiation = 20%


• Sudden Decompression During Flights = 0%


• Unprotected Heights = 0%


• Wet or Slippery Surfaces = 20%

Shift:



Primarily for office workers - not eligible for shift differential



Disclaimer: This job description is not intended, nor should it be construed to be an exhaustive list of all responsibilities, skills, efforts or working conditions associated with the job. It is intended to indicate the general nature and level of work performed by employees within this classification.


Wages shown on independent job boards reflect market averages, not specific to any employer. We encourage candidates to talk to their Memorial Healthcare System recruiter to discuss actual pay rates, during the hiring process.


Memorial Healthcare System is proud to be an equal opportunity employer committed to workplace diversity.


Memorial Healthcare System recruits, hires and promotes qualified candidates for employment opportunities without regard to race, color, age, religion, gender, gender identity or expression, sexual orientation, national origin, veteran status, disability, genetic information, or any factor prohibited by law.


We are proud to offer Veteran's Preference to former military, reservists and military spouses (including widows and widowers). You must indicate your status on your application to take advantage of this program.


Employment is subject to post offer, pre-placement assessment, including drug testing.


If you need reasonable accommodation during the application process, please call 954-276-8340 (M-F, 8am-5pm) or email TalentAcquisitionCenter@mhs.net Apply Now