Current jobs related to Quality Specialist Contact Center - Lexington, Kentucky - Catholic Health Initiatives

  • Quality Management Specialist

    2 hours ago

    Lexington, Kentucky, United States Zenith Ventures Full time

    As a Quality Management Specialist at Zenith Ventures, you will play a crucial role in ensuring the highest standards of quality in our operations. With a strong focus on process improvement, you will work closely with our team to identify areas for enhancement and implement effective solutions.Key Responsibilities:Develop and maintain monthly performance...

  • Quality Assurance Specialist

    3 days ago

    Lexington, Kentucky, United States Zobility Full time

    We are seeking a Quality Assurance Specialist to join our team at Zobility, a workforce management and staffing division of RGBSI. As a Quality Assurance Specialist, you will be responsible for auditing and creating process gap lists to improve the quality of wiring harnesses.Key Responsibilities:Conduct on-site audits at client facilities to identify areas...

  • Radiologic Imaging Specialist

    6 days ago

    Lexington, Kentucky, United States Lexington Medical Center Full time

    Join Our Team as a Radiologic Imaging Specialist At Lexington Medical Center, we pride ourselves on being a leading healthcare provider in the Midlands of South Carolina, employing nearly 600 physicians and advanced practice providers across multiple locations. Our commitment to delivering exceptional care spans various medical fields, including...

  • Quality Assurance Specialist

    19 hours ago

    Lexington, Kentucky, United States Chili's Grill & Bar Full time

    Job SummaryChili's Grill & Bar is seeking a Quality Assurance Specialist - Expeditor to join our team. As a Quality Assurance Specialist - Expeditor, you will be responsible for ensuring that every guest receives perfectly prepared, high-quality food in a fast-paced environment.Key ResponsibilitiesEnsure food is prepared to company standards and...

  • Quality Assurance Systems Specialist

    2 weeks ago

    Lexington, Kentucky, United States MJ Recruiters LLC Full time

    Job OverviewQuality Assurance Systems Specialist - IATF 16949 Explore an exceptional opportunity in quality assuranceCollaborative Work Environment: Engage with a committed team of quality professionals, promoting a genuine team-oriented culture.Opportunities for Advancement: Experience potential for career progression and the ability to transition into...

  • Heroic Quality Assurance Specialist

    6 days ago

    Lexington, Kentucky, United States idktest231 Full time

    Job OverviewWe are seeking a dedicated and detail-oriented Quality Assurance Specialist to join our dynamic team at idktest231. This role is crucial in ensuring that our products meet the highest standards of quality and performance.Duties & ResponsibilitiesConduct thorough testing of software applications to identify defects and ensure optimal...

  • Quality Assurance Specialist

    2 weeks ago

    Lexington, Kentucky, United States Plumbing Solutions Full time

    Job OverviewWe offer a comprehensive benefits package designed for you and your family.Salary Range: $38,000 - $40,000Health Insurance OptionsLife Insurance CoverageDental and Vision PlansShort and Long-Term Disability Insurance401(k) Retirement PlanOpportunities for AdvancementAnd much moreWe seek dedicated individuals eager to enhance their skills in a...

  • Nutritional Specialist

    1 week ago

    Lexington, Kentucky, United States Lexington Court Care Center Full time

    At Lexington Court Care Center, we are dedicated to enhancing the quality of life for our residents through personalized nutritional care. Our commitment is to provide exceptional support to all residents, their families, and our dedicated team members.Our Mission: We strive to be a guiding light in the lives of our residents and their families by offering...

  • Quality Assurance Specialist II

    2 weeks ago

    Lexington, Kentucky, United States Randstad Life Sciences US Full time

    Contract PositionLocation: Lexington, MAPay Rate: $48-53/hrPosition OverviewThe primary responsibilities of this role will concentrate on the daily laboratory functions and the execution of assessments to support manufacturing processes, validation, or developmental studies. Testing may encompass, but is not limited to, samples from drug substance and drug...

  • Software Quality Assurance Specialist

    3 days ago

    Lexington, Kentucky, United States Bitwerx Inc Full time

    Job DescriptionAbout Bitwerx Inc.Bitwerx Inc. is a software development company that specializes in designing, building, and supporting innovative software solutions that leverage data to improve the customer journey. Our team of industry experts has extensive experience in various industries, including veterinary and dental, and we work with a range of...

  • Pharmaceutical Quality Assurance Specialist

    6 days ago

    Lexington, Kentucky, United States Zifo Full time

    Job OverviewLocation: Lexington, MA – ON SITE**This position necessitates the selected candidate to be present on-site in Lexington, MA****This position does not qualify for relocation assistance**Role Summary: Zifo is seeking a seasoned Quality Assurance Specialist with a background in the pharmaceutical sector. The ideal candidate will possess...

  • Patient Registration Specialist

    2 weeks ago

    Lexington, Kentucky, United States CareWell Urgent Care Full time

    CareWell Urgent Care is in search of a reliable full-time Patient Registration Specialist for our urgent care facility. The ideal candidate should possess a friendly demeanor, outstanding communication abilities, and the capacity to thrive in a dynamic environment. As the initial point of contact for our patients, it is essential to establish a professional...

  • Regional Patient Registration Specialist with Incentives

    2 weeks ago

    Lexington, Kentucky, United States CareWell Urgent Care Full time

    CareWell Urgent Care is in search of a reliable full-time Patient Registration Specialist to join our team across multiple urgent care locations. This regional role will provide support to various centers.The ideal candidate will possess a friendly demeanor, outstanding communication abilities, and thrive in a dynamic environment. As the initial point of...

  • Quality Assurance Manager

    2 weeks ago

    Lexington, Kentucky, United States InsideHigherEd Full time

    Position Title:Quality Assurance ManagerDepartment:Kentucky Community Cancer ProgramLocation:Remote Work AvailableEmployment Type:Full-TimeEducation Required:Bachelor's DegreeExperience Required:5 years in relevant fieldsJob Overview:The Kentucky Cancer Registry is seeking a Quality Assurance Manager to oversee the development and implementation of...

  • Quality Assurance Manager

    2 weeks ago

    Lexington, Kentucky, United States InsideHigherEd Full time

    Position Title:Quality Assurance ManagerDepartment:Kentucky Community Cancer ProgramLocation:RemoteSalary Range:$47,278 - $78,000/yearEmployment Type:Full-Time StaffRequired Education:Bachelor's DegreeExperience Required:5 years in relevant fieldsJob Overview:The Kentucky Cancer Registry (KCR) is seeking a Quality Assurance Manager to oversee the development...

  • Quality Assurance Manager

    6 days ago

    Lexington, Kentucky, United States InsideHigherEd Full time

    Position Title:Quality Assurance ManagerDepartment:Cancer Registry OperationsLocation:RemoteEmployment Type:Full-TimeEducation Required:Bachelor's DegreeExperience Required:5 years in relevant fieldsJob Overview:The Kentucky Cancer Registry is seeking a Quality Assurance Manager to spearhead the development and implementation of educational initiatives and...

  • Equipment Reliability Specialist

    2 weeks ago

    Lexington, Kentucky, United States Takeda Full time

    By clicking the "Apply" button, I understand that my employment application process with Takeda will commence and that the information I provide in my application will be processed in line with Takeda's Privacy Notice and Terms of Use. I further attest that all information I submit in my employment application is true to the best of my knowledge.Position...

  • Quality Control Specialist

    3 days ago

    Lexington, Kentucky, United States Siemens Mobility, Inc Full time

    Job SummaryWe are seeking a highly skilled Quality Assurance Manager to join our team at Siemens Mobility, Inc. As a key member of our operations, you will oversee a team of quality assurance professionals responsible for ensuring the highest standards of quality in our rail car manufacturing process.Key ResponsibilitiesDevelop and implement quality...

  • Quality Assurance Manager

    6 days ago

    Lexington, Kentucky, United States InsideHigherEd Full time

    Position Title:Quality Assurance ManagerDepartment:Cancer Registry DivisionLocation:RemoteJob Type:Full-TimeEducation Required:Bachelor's DegreeExperience Required:5 years in relevant fieldsJob Overview:The Cancer Registry Division is seeking a Quality Assurance Manager to spearhead the development and implementation of educational and training initiatives,...

  • X-Ray Technician

    2 weeks ago

    Lexington, Kentucky, United States Lexington Medical Center Full time

    Position Overview The Radiologic Imaging Specialist plays a vital role in the healthcare team, working under the guidance of the Radiology Supervisor and in collaboration with radiologists. This professional is responsible for operating advanced imaging equipment to capture high-quality radiologic images that assist in diagnosing and treating patients. Key...

Quality Specialist Contact Center

2 months ago

Lexington, Kentucky, United States Catholic Health Initiatives Full time

Overview

CHI Saint Joseph Medical Group now part of CommonSpirit Health formed between Catholic Health Initiatives (CHI) and Dignity Health includes 275 providers delivering quality care to patients across 88 locations in central and eastern Kentucky. Our full service network delivers a variety of Primary Care Services including Family Internal Geriatric and Pediatric Medicine in addition to several specialties to deliver custom care based on the unique needs of our patients.

Responsibilities

POSITION REQUIRES RESIDENCE WITHIN 50 MILE RAIDUS OF ERLANGER, KENTUCKY.

Job Details

Job Summary Under the oversight of the Supervisor of Contact Center Workforce Management, the Workforce Management

Specialist monitors, interprets, analyzes, and rates the workforce to reduce overhead costs, and increase patient

access satisfaction and experience. Creates, edits and modifies schedules for the Physician Enterprise Connection

Center department using current software or other approved means to publish and maintain accurate resources for

the connection center employees, as well as usable reporting for the leadership team. Prepares daily attendance

reports and manages schedules to ensure that there are adequate resources for all departments for the continuous

improvement of operations. Pro-actively and effectively plans and coordinates off-line events minimizing the impact to

patient access.

The Workforce Management Specialist also:

*Engages staff and cultivates a connection center culture that prioritizes humankindness and patient-centric care

consistent with Dignity Health and the medical group's "way" and culture.

*Understands call center operations and applies good judgment when making decisions as it pertains to workforce

management.

*Informs the Supervisor of Contact Center Workforce Management of necessary updates related to staffing needs,

training, and quality of service, based on real time observations during daily operations and collaboration with

respective parties. Assists in updating and generating schedules and reports based on organizational needs.

*Works closely with contact center leadership and staff to ensure that all fiduciary and operational goals are met.

Responsibilities:

1 Contact Center Analytics and Reporting

1.1 Effectively monitors real time reporting to ensure the best patient access possible is achieved and service level goals are met.

Provides value-added input to drive continual improvements while supporting standardization and streamlining.

1.2 Effectively uses communication resources, email and workforce management software to update published schedules. Optimizes

contact center staff, processes schedule changes, time of requests, overtime requests, and voluntary time off.

1.3 Analyzes connection center goals and staffing needs to meet service delivery goals. Makes accurate short and mid-term projections

to establish needs and resource requirements including generation forecast, schedules, and shift bids as needed to effectively

balance patient access and staffing levels.

1.4 Analyzes productivity, adherence, occupancy, and other metrics trends to identify opportunities for better efficiency, and provides

recommendations as required for both phone and non-telephony related activities.

1.5 Maintains excellent record of agent related records, staff groups, events, and attendance to track and report on attendance compliance.

1.6 Partners with respective parties in the organization to create and maintain processes that will aid in the identification of performance

gaps and/or training and business opportunities.

1.7 Collaborates with operations leadership to provide feedback on observations of workforce deficiencies and develop processes that will

aid in the identification of performance gaps analysis to deliver the highest level of efficiency

1.8 Perform analytical reports and update staffing information for trends that impact patient access to balance staffing needs and be

financially resourceful in conjunction with operational needs for the connection center department through continuously flexing.

1.9 Takes ownership and initiative on staffing recommendations and document escalations with ability to develop and implement

standard processes for consistency across the department in agreement with operational standards and enhance support

satisfaction across the connection center team.

1.10 Must be able to handle more than one task / project at a time.

Responsibilities

1.11 Perform other responsibilities and functions as directed.

2 Contact Center- Patient Access

2.1 Provides monitoring and guidance to staff via real-time agent activity reporting, and schedule to adherence to maintain balanced

occupancy, reduce extensive use of not ready time, and balance skills workload.

2.2 Communicates professionally and proficiently with representatives when out of adherence based on established thresholds, to

ensure patient access is available daily for multi-site operations.

2.3 Manages real-time inbound call traffic to help ensure that patient access is balanced across all lines of service and service level

goals are met by daily skilling adjustments, and identifying cross-training opportunities.

3 Contact Center- Accountability

3.1 Leads by example and creates a contact center learning environment that fosters Dignity Health's mission, vision, values and the

Standards of Conduct. Ensures staff is connected to how they contribute to the mission of patient care and community relations.

3.2 Ensures that the contact center operates in compliance with Human Resources policies and procedures, as well as any applicable

collective bargaining agreements. Ensures employees receive adequate training and complete assigned training in a timely manner

3.3 Promotes a culture of safety, including transparency in reporting and disclosure of incidents in a timely manner. Promotes a proactive

culture for reporting issues and concerns. Conducts required drills and/or trainings as directed by quality, risk, safety, emergency

preparedness and compliance. Supports and executes any associated improvement or action plans.

3.4 Coordinate and schedule annual compliance trainings and other organization requirements for contact center agents.

Qualifications

Minimum Required Preferred/Desired

Experience in multi-site call center monitoring, planning, and scheduling in real time while working collaboratively in cross functional environment.

Must be a problem solver, self-starter and works independently and with others in a team environment.

Two or more years of experience with contact center workforce management/planning preferred.

Education

Two year degree and/or a combination of

education and/or additional job related

experience may be substituted in lieu of the

degree.

Bachelor's degree in Computer Science,

Mathematics, Information Systems, Engineer,

Business Administration, or related field is

preferred.

Pay Range

$ $24.60 /hour

We are an equal opportunity/affirmative action employer.