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Customer Service Quality Assurance Specialist

2 months ago

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

POSITION SUMMARY

The role is pivotal in overseeing, documenting, and evaluating the interactions between employees and patients, as well as other stakeholders, primarily through telephonic communication. This position is dedicated to ensuring excellence in service quality by assessing communication effectiveness, pinpointing improvement opportunities, and facilitating training programs aimed at enhancing customer service and communication skills.

KEY RESPONSIBILITIES

  • Conducts regular monitoring and evaluation of both incoming and outgoing calls based on established criteria.
  • Compiles and reports specific metrics related to these calls to the immediate supervisor as required, utilizing various tracking systems to analyze trends and results.
  • Ensures thorough and accurate data collection in accordance with specified guidelines.
  • Analyzes gathered data to identify potential areas for enhancement.
  • Implements quality improvement studies on topics agreed upon with senior management.
  • Maintains records of patient feedback from satisfaction surveys as necessary.
  • Tracks and manages patient reviews from multiple platforms when applicable.
  • Regularly presents findings and program evaluations to senior management.
  • Collaborates with Clinical Department Managers to address areas needing improvement in customer interactions.
  • Actively engages in training sessions focused on best practices in customer service and communication.
  • Assists in reviewing and refining protocols for patient communication.
  • Serves as a resource for management and staff regarding the correlation between patient satisfaction and employee interactions.
  • Monitors the overall environment and materials presented to patients to ensure a professional and welcoming appearance.
  • Performs additional duties as assigned with a positive attitude.

CULTURAL RESPONSIBILITIES

  • Adheres to established corporate and departmental policies and procedures.
  • Participates in all required training sessions.
  • Upholds the organization's core values and mission.
  • Complies with corporate culture expectations.
  • Completes other assigned tasks with enthusiasm.

EDUCATION AND EXPERIENCE

  • High School Diploma required.
  • Some college education preferred.
  • Experience in customer service within a healthcare setting is advantageous.
  • Supervisory experience in healthcare sales or customer service is a plus.

SKILLS AND QUALIFICATIONS

  • Exhibits strong customer service and interpersonal skills, with keen attention to detail and excellent communication abilities.
  • Capable of managing multiple tasks simultaneously.
  • Familiarity with telephone and computer systems is essential.
  • Proficient in Excel and analytical skills.
  • Demonstrates exceptional telephone communication skills.
  • Possesses integrity and character, with a commitment to positively impacting patients and colleagues.
  • Able to collaborate effectively with team members across all organizational levels.
  • Maintains professionalism while working closely with others.
  • Displays proficiency in computer applications, including MS Office, and adapts quickly to new software.
  • Fluent in English, both written and spoken.
  • Skilled in communicating with individuals from diverse socio-economic backgrounds.
  • Exhibits active listening skills, ensuring full attention to others during conversations.
  • Maintains a professional demeanor while respecting patient privacy.

PHYSICAL AND EMOTIONAL REQUIREMENTS

  • Occasional standing/walking required.
  • Frequent keyboarding and dexterity needed.
  • Ability to focus on a computer screen for extended periods.
  • Capable of performing repetitive hand and finger motions.
  • Ability to work in various positions for extended durations.
  • Effective verbal communication is essential.
  • Must possess good hearing and vision capabilities.

EMOTIONAL STABILITY

  • Must demonstrate consistent work behaviors.
  • Possesses effective coping skills.
  • Ability to maintain composure and professionalism under pressure.
  • Capable of working effectively in stressful situations.