Performance Excellence Specialist

2 days ago

Houston, Texas, United States Harris Health Full time
Job Summary:

The Performance Improvement Specialist will create a Customer Experience Culture by providing daily skill development and coaching of Customer Service Center Representatives to promote positive communication, service excellence and encourage teamwork in a Customer Service Center Environment.

Key Responsibilities:

  • Coach and develop a team of Customer Service Center Agents to exceed performance metrics and deliver excellent customer service.
  • Identify coaching opportunities from quality assurance monitoring for inbound and/or outbound contacts of the Customer Service Center Representatives.
  • Ensure accurate information is provided professionally, courteously, and consistently while providing quality and efficient customer service to Members.
  • Maintain confidentiality of sensitive employee, customer, and company data without exception.

Job Specifications and Core Competencies:

  • Essential Functions:
    • 70% Responsible for coaching and developing team members in all areas of performance including, but not limited to metrics and behaviors related to the customer experience.
    • 20% Provides support for new hires during nesting phase (immediately after training)
    • 10% Sets and monitors performance goals and objectives
  • Marginal Functions:
    • Other Similar and/or related duties as assigned per the business needs.

Reports to Position Title: Service Quality Supervisor

Employees Supervised Titles: N/A

Minimum Qualifications:

  • Education/Specialized Training/Licensure:
    • High School diploma or GED equivalent
  • Work Experience (Years and Area):
    • 5 years relevant work experience of which: Two years of experience with health care / plan.
  • Management Experience (Years and Area):
    • N/A
  • Software Proficiencies:
    • Microsoft Office (Word, Excel, Outlook)
  • Other:
    • Strong analytical, organizational, prioritization and time management skills.
    • Ability to work efficiently, pay strict attention to detail and deliver high quality results in a deadline driven environment, while effectively managing associated stress.

Competencies:

  • Organizational Core Competencies:
    • All employees are responsible for understanding and demonstrating Community Health Choice core competencies:
    • Customer Focus, Sustainability, Reliability and Dependability, Employee Empowerment, Honesty & Integrity, Teamwork, Employee Empowerment, Analytical Thinking, Attention to Detail, Responding Sensitively, Coaching, Exceptional Verbal, Writing /Composing

Interpersonal Skills:

  • Excellent interpersonal, verbal, written, and listening communication skills with a high level of comfort in recommending and implementing solutions.
  • Demonstrates the ability to retain and motivate employees.

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