Call Center Quality Assurance Analyst, Consumer Access QA, FT,08A-4:30P
4.
1 Full-time 6 days ago Full Job Description Baptist Health South Florida is the largest healthcare organization in the region, with 12 hospitals, more than 24,000 employees, 4,000 physicians and 100 outpatient centers, urgent care facilities and physician practices spanning across Miami-Dade, Monroe, Broward and Palm Beach counties.
Baptist Health has internationally renowned centers of excellence in cancer, cardiovascular care, orthopedics and sports medicine, and neurosciences.
A not-for-profit organization supported by philanthropy and committed to its faith-based charitable mission of medical excellence, Baptist Health has been recognized by Fortune as one of the 100 Best Companies to Work For in America and by Ethisphere as one of the World's Most Ethical Companies.
Everything we do at Baptist Health, we do to the best of our ability.
That includes supporting our team with extensive training programs, millions of dollars in tuition assistance, comprehensive benefits and more.
Working within our award-winning culture means getting the respect and support you need to do your best work ever.
Find out why we're all in for helping you be your best.
Description:
To support BHSF Service standards and establish goals for the development of Consumer Access staff as they pertain to call quality and control, while maintaining a positive working atmosphere.
The Quality Assurance Analyst supports staff through consistent monitoring of calls and one-on-one coaching sessions.
Help assist in reaching a goal of 1100 or more calls scanned and documented on a monthly basis.
This goal is achieved by scanning and coaching agents from different areas within Consumer Access such as Customer Care, BHMG PC, Imaging Scheduling, MOSMI etc.
Assist with the development, execute CQS training, and orient new staff members with departmental goals and required expectations (departmental scripting and scorecard).
Assist department Team Leads when needed and/or required.
Ability to resolve/assist with irate callers and/or departmental concerns that may impact customer service.
Estimated pay range for this position is $18.
96 - $22.
94 / hour depending on experience.
Qualifications:
Degrees:
High School,Cert,GED,Trn,Exper Additional
Qualifications:
Must have a minimum of five years customer service experience and well verse in computer knowledge.
Good command of written and verbal communication.
Ability to work under pressure.
Experience preferred, Customer Relations Management (CRM) application, Salesforce, Medicall, Cerner, Sorian and Verint.
Excellent communication and interpersonal skills.
MS Office applications knowledge.
Bilingual (English and Spanish) preferred.
Preferred knowledge of Health care reimbursement, specifically healthcare insurance structure along with radiology guidelines and protocols for outpatient diagnostic testing.
Minimum Required
Experience:
EOE.
Estimated Salary: $20 to $28 per hour based on qualifications.
1 Full-time 6 days ago Full Job Description Baptist Health South Florida is the largest healthcare organization in the region, with 12 hospitals, more than 24,000 employees, 4,000 physicians and 100 outpatient centers, urgent care facilities and physician practices spanning across Miami-Dade, Monroe, Broward and Palm Beach counties.
Baptist Health has internationally renowned centers of excellence in cancer, cardiovascular care, orthopedics and sports medicine, and neurosciences.
A not-for-profit organization supported by philanthropy and committed to its faith-based charitable mission of medical excellence, Baptist Health has been recognized by Fortune as one of the 100 Best Companies to Work For in America and by Ethisphere as one of the World's Most Ethical Companies.
Everything we do at Baptist Health, we do to the best of our ability.
That includes supporting our team with extensive training programs, millions of dollars in tuition assistance, comprehensive benefits and more.
Working within our award-winning culture means getting the respect and support you need to do your best work ever.
Find out why we're all in for helping you be your best.
Description:
To support BHSF Service standards and establish goals for the development of Consumer Access staff as they pertain to call quality and control, while maintaining a positive working atmosphere.
The Quality Assurance Analyst supports staff through consistent monitoring of calls and one-on-one coaching sessions.
Help assist in reaching a goal of 1100 or more calls scanned and documented on a monthly basis.
This goal is achieved by scanning and coaching agents from different areas within Consumer Access such as Customer Care, BHMG PC, Imaging Scheduling, MOSMI etc.
Assist with the development, execute CQS training, and orient new staff members with departmental goals and required expectations (departmental scripting and scorecard).
Assist department Team Leads when needed and/or required.
Ability to resolve/assist with irate callers and/or departmental concerns that may impact customer service.
Estimated pay range for this position is $18.
96 - $22.
94 / hour depending on experience.
Qualifications:
Degrees:
High School,Cert,GED,Trn,Exper Additional
Qualifications:
Must have a minimum of five years customer service experience and well verse in computer knowledge.
Good command of written and verbal communication.
Ability to work under pressure.
Experience preferred, Customer Relations Management (CRM) application, Salesforce, Medicall, Cerner, Sorian and Verint.
Excellent communication and interpersonal skills.
MS Office applications knowledge.
Bilingual (English and Spanish) preferred.
Preferred knowledge of Health care reimbursement, specifically healthcare insurance structure along with radiology guidelines and protocols for outpatient diagnostic testing.
Minimum Required
Experience:
EOE.
Estimated Salary: $20 to $28 per hour based on qualifications.
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