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Call Center Quality Analyst

3 months ago

Roanoke, Virginia, United States Carilion Clinic Full time

How You'll Help Transform Healthcare:
Position has the ability to be primarily remote (w/occasional meetings in the office).


Candidates residing in the following states can be considered for remote work: Alabama, Florida, Georgia, Arkansas, Kentucky, Louisiana, Mississippi, North Carolina, South Carolina, Tennessee, West Virginia, and Virginia.


Analyst supports the call center to ensure that agents are providing the highest quality service to patients, providers, and our community.

This position monitors and scores agent interactions across multiple channels including voice, email, chat, secure messaging, and MyChart. The Call Center Quality Analyst provides actionable feedback and supportive coaching.

They work with the team leads and other members of the quality team to follow-up on positive and negative feedback and identify opportunities for improvement based on root cause analysis.

They create and provide reports outlining the number of interactions scored, total scores per focal point, individual results as well as results by team and the overall department.


  • Performs interaction monitoring and scoring across multiple channels promoting an easy, empathetic, solution oriented experience for our patients, providers, and community.
Ensures adherence to call center quality standards.

  • Creates weekly and monthly reports to show the number of interactions scored, total scores per focal point, individual results as well as results by team and the overall department.
Utilizes trend data to suggest opportunities and help the leadership team identify regular focal points for education and monitoring to enhance the patient experience.

  • Performs root cause analysis on missed quality goals.
Develops and recommends action plans to reduce or eliminate root cause and improve overall performance.

  • Partners with team leads and call center leadership to provide actionable feedback and supportive coaching to help agents achieve maximal performance and ensure quality standards are met.
  • Assists in creating, implementing and improving call center quality processes and procedures; as well as making recommendations for enhancements to training materials and curriculum as identified during the quality assurance process.
  • Coordinates and facilitates call calibration sessions for the leadership team.
  • Assists with researching and responding to complaints regarding call center agent performance or perceived negative encounter.
Records and tracks complaints utilizing external feedback to shape quality monitoring efforts.

  • Stays current with relevant guidelines, workflows, and policies within the call center.

What We Require:

Education:
Bachelor's degree or equivalent experience preferred.

Experience:
Two to four years call center experience required. 1 to 2 years prior healthcare experience strongly preferred.

Other Minimum Qualifications:
Demonstrated understanding of call center operations, service standards, and metrics. Ability to exercise judgment in dealing with sensitive, confidential information. Exceptional listening and analytical skills. Strong interpersonal skills with the ability to provide feedback and recommendations. Must be proficient with Microsoft Office (intermediate Word, basic Excel) and call center software.

About Carilion
This is Carilion Clinic ...

An organization where innovation happens, collaboration is expected and ideas are valued. A not-for-profit, mission-driven health system built on progress and partnerships. A courageous team that is always learning, never discouraged and forever curious.


Headquartered in Roanoke, Va., you will find a robust system of award winning hospitals, Level 1 and 3 trauma centers, Level 3 NICU, Institute of Orthopedics and Neurosciences, multi-specialty physician practices, and The Virginia Tech Carilion School of Medicine and Research Institute.

Carilion is where you can make your own path, make new discoveries and, most importantly, make a difference. Here, in a place where the air is clean, people are kind and life is good. Make your tomorrow with us.

Requisition Number:
147989

Employment Status:
Full time

Location:
Park View

Shift:
Day

Shift Details:
M-F, 8am - 5pm

Recruiter:

JASON A BISHOP

Recruiter Phone:

Recruiter Email:
JABishop1carilionclinic
For more information, contact the HR Service Center at
Equal Opportunity Employer

Minorities/Females/Protected Veterans/Individuals with Disabilities/Sexual Orientation/Gender Identity

Carilion Clinic is a drug-free workplace.