Director, Field Medical Content Specialist

4 weeks ago


Jersey City, New Jersey, United States Summit Health Inc Full time
Job Summary

The Director of Medical Quality Assurance will be responsible for monitoring and providing feedback to frontline staff and contracted staff on the quality of customer interactions and contacts. This position will support supervisors and Directors in Contact Center operations in recording, evaluating, and providing ongoing feedback on customer service and technical components for staff.

Key Responsibilities

* Monitor and provide feedback to frontline staff and contracted staff on the quality of customer interactions and contacts
* Support supervisors and Directors in Contact Center operations in recording, evaluating, and providing ongoing feedback on customer service and technical components for staff
* Provide continuous improvement in the quality assurance process along with performance improvement for staff
* Support operations to focus on modeling and creating exceptional customer service to ensure goals and quality standards are met

Requirements

* 10+ years of Contact center Experience managing quality assurance teams
* ~3+ years of experience in handling an Interaction analytics tool and establishing monitoring standards across the organization
* ~3+ years of experience developing and implementing successful, enterprise-wide organizational Quality Monitoring Programs, preferably in a healthcare, biotech, or pharma environment
* ~5+ years of management experience, preferably in a contact center environment
* ~ Bachelor's degree in organizational development, business, education, or related field preferred

What We Offer

Our team members are essential to our mission to reshape healthcare through the power of connection. Participation in VillageMD's benefit platform includes Medical, Dental, Life, Disability, Vision, FSA coverages and a 401k savings plan. Summit Health Inc provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to, and does not discriminate on the basis of, race, color, religion, creed, gender/sex, sexual orientation, gender identity and expression (including transgender status), national origin, ancestry, citizenship status, age, disability, genetic information, marital status, pregnancy, military status, veteran status, or any other characteristic protected by applicable federal, state, and local laws.

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