Quality Analyst (Call Center)

Job description

Job location: Medley, FL


Employment Type: Full-time
Posted data: 2020-10-06
Req: R100042038
Current Employees:If you are a current Staff, Faculty or Temporary employee at the University of Miami, please click here to log in to Workday to use the internal application process. To learn how to apply for a faculty or staff position using the Career worklet, please review this tip sheet.

Transforming Lives

The University of Miami is among the top research universities and academic medical centers in the nation, and one of the largest private employers in South Florida.

With more than 16,000 faculty and staff, the University strives for excellence, and is driven by a powerful mission to transform and impact the lives of its students, patients, members of the community, and people across the globe.

The University is committed to fostering a culture of belonging, where everyone feels valued and has the opportunity to add value. Through values of Diversity, Integrity, Responsibility, Excellence, Compassion, Creativity, and Teamwork (DIRECCT) the U community works together to create an environment driven by purpose, excellence, community, and service.

The UHealth Connect department at Medley has a great opportunity for a Call Center Quality Analyst. The QA will be Scheduling & Registration QA: Monitors agent calls for quality assurance, including telephone etiquette, registration completeness and accuracy, and clinical triage and scheduling. Contact Center QA: Monitors agent calls for quality assurance, including telephone etiquette, paging request completeness and accuracy, and appropriate documentation. Patient Accounts Customer Service QA: Monitors agent calls for quality assurance, including telephone etiquette, and patient account inquiries and documentation. Supports the managers and supervisors in identifying strengths and opportunities for each agent, providing objective feedback in quality assurance documentation. Completes weekly Agent Scorecards which include Key Performance Indicator (KPI) metrics and Quality Assurance (QA) monitoring results. Assists in training and coaching new agents in requirements and skills specific to their roles. Provides operational support handling appointment scheduling and registration calls, on-call paging calls, and patient account customer service calls during peak call traffic periods. Adheres to University and unit-level policies and procedures and Safeguards University assets. This list of duties and responsibilities is not intended to be all-inclusive and may be expanded to include other duties or responsibilities as necessary.

Department Specific Functions

Supervision Exercised:

• Position does not have direct reports, but will act as a subject matter expert in support of the Manager and Supervisors

Special Demand:

• Has broad and deep knowledge of all areas as well as related areas.

• Demonstrates sustained high level of proficiency in all aspects of the job.

• Ability to communicate effectively in written and verbal form. Bi-lingual knowledge a plus.

• Ability to communicate effectively with physicians and professional staff.

• Ability to interact and assist patients of all ages, cultural background and with special needs, with a passion for providing excellent service and care.

• Ability to work under a high level of stress with time constraints while maintaining composure and sensitivity to each patient’s specific needs.

• Maintain a high level of diplomacy when dealing with stressful situations.

CORE QUALIFICATIONS

Education:

High School diploma or equivalent. Any appropriate combination of relevant education, experience and/or certifications may be considered.

Experience:

Minimum 1 year of relevant experience

Knowledge, Skills and Attitudes:

  • Ability to communicate effectively in both oral and written form.
  • Ability to handle difficult and stressful situations with professional composure.
  • Ability to maintain effective interpersonal relationships.
  • Skill in collecting, organizing and analyzing data.
  • Ability to recognize, analyze, and solve a variety of problems.
  • Ability to exercise sound judgment in making critical decisions.

UHealth-University of Miami Health System, South Florida's only university-based health system, provides leading-edge patient care powered by the ground breaking research and medical education at the Miller School of Medicine. As an academic medical center, we are proud to serve South Florida, Latin America and the Caribbean. Our physicians represent more than 100 specialties and sub-specialties, and have more than one million patient encounters each year. Our tradition of excellence has earned worldwide recognition for outstanding teaching, research and patient care. We're the challenge you've been looking for.

Patient safety is a top priority. As a result, during the Influenza ("the flu") season (September through April), the University Of Miami Miller School Of Medicine requires all employees who provide ongoing services to patients, work in a location (all Hospitals and clinics) where patient care is provided, or work in patient care or clinical care areas, to have an annual influenza vaccination. Failure to meet this requirement will result in rescinding or termination of employment.

The University of Miami offers competitive salaries and a comprehensive benefits package including medical, dental, tuition remission and more.

UHealth-University of Miami Health System, South Florida's only university-based health system, provides leading-edge patient care powered by the ground breaking research and medical education at the Miller School of Medicine. As an academic medical center, we are proud to serve South Florida, Latin America and the Caribbean. Our physicians represent more than 100 specialties and sub-specialties, and have more than one million patient encounters each year. Our tradition of excellence has earned worldwide recognition for outstanding teaching, research and patient care. We're the challenge you've been looking for.

Patient safety is a top priority. As a result, during the Influenza ("the flu") season (September through April), the University Of Miami Miller School Of Medicine requires all employees who provide ongoing services to patients, work in a location (all Hospitals and clinics) where patient care is provided, or work in patient care or clinical care areas, to have an annual influenza vaccination. Failure to meet this requirement will result in rescinding or termination of employment.

The University of Miami is an Equal Opportunity Employer - Females/Minorities/Protected Veterans/Individuals with Disabilities are encouraged to apply. Applicants and employees are protected from discrimination based on certain categories protected by Federal law. Click here for additional information.

Job Status:

Full time

Employee Type:

Staff

Pay Grade:

c103

 

 

 

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Job No:
Posted: 10/7/2020
Application Due: 1/5/2021
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