Customer Service Quality Assurance Specialist

3 weeks ago


Pensacola, Florida, United States West Florida Medical Center Clinic PA Full time
Job Summary

At West Florida Medical Center Clinic PA, we are seeking a highly skilled Customer Service Quality Assurance Analyst to join our team. The ideal candidate will be responsible for monitoring, reporting, and analyzing MCC Employee interactions with patients, internal and external customers, and vendors via telephone using multiple reporting and tracking platforms.

Key Responsibilities

• Monitor and audit incoming and outgoing customer and patient calls as assigned based on set criteria.
• Track and report specific criteria for these calls to the direct supervisor as directed.
• Use multiple tracking platforms per directive, such as objective and subjective phone data, patient survey results, and patient review results to track trends and cross-analyze results.
• Ensure accurate and complete data collection based on criteria directed.
• Gather and analyze data to identify areas needing improvement.
• Conduct quality improvement studies on topics mutually agreed upon with the Executive Officer and/or SVP of Operations.
• Maintain responses from patients resulting from various patient satisfaction surveys when applicable.
• Maintain and track patient reviews from various platforms when applicable.
• Present audit and program analysis regularly to the Executive Officer and/or SVP of Operations.
• Assist with reporting to Clinical Department Practice Managers on areas of improvement regarding telephone interactions with customers.
• Actively participate in training for best practices in customer service and telephone etiquette.
• Assist in review of procedures for patient telephone call protocol.

Requirements

• High School Diploma
• Some College Preferred
• Customer Service in the Medical Environment Preferred
• Healthcare Sales and/or Customer Service Supervisory Experience a plus

Skills and Abilities

• Display customer service skills, strong interpersonal skills, close attention to detail, and excellent verbal and written communication skills.
• Ability to manage multiple tasks at the same time.
• Knowledge of telephone and computer systems.
• Excel and analytical skills required.
• Excellent telephone skills.
• Ability to work with staff members at all levels of the organization in a cooperative, team-oriented manner.
• Ability to work in close proximity with co-workers and maintain a professional attitude.
• Displays computer proficiency (i.e. PC windows and MS Office environment) and ability to quickly learn new applications.
• Proficient in use of English language both in written and verbal communication.
• Must be able to communicate with individuals of varying socio-economic backgrounds.

Physical and Emotional Requirements

• Must exhibit stable work behaviors daily.
• Must possess adequate individual coping skills.
• Ability to remain calm and professional regardless of workload or time constraints.
• Must be able to work under stress and remain calm and professional.

Working Conditions

• Ability to work in various positions (standing, sitting, bending, and walking) for extended periods of time during an 8-hour workday.
• Talking (Must be able to effectively communicate verbally): Yes
• Seeing: Yes
• Hearing: Yes

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