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Coordinator Quality Contact Center

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Location: Buffalo, NY, United States
Date Posted: Apr 15, 2021

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Job Description

Facility: Administrative Regional Training Cntr

Shift: Shift 1

Status: Full Time FTE: 1.000000

Bargaining Unit: ACE Associates

Exempt from Overtime: Exempt: Yes

Work Schedule: Days and Evenings

Hours: Between 7a - 7p

Summary:

The primary responsibility of the Quality Coordinator is for creating a quality program that promotes patient-centric atmosphere and deliver high-quality care at every interaction. The Coordinator will be at the center of the consumer experience team and collaborate with the training team to identify areas for additional training. Core responsibilities are to develop and implement a robust consumer quality program; lead the contact center's effort to comply with safety, risk, and compliance protocols; head the Voice of the Consumer initiative with consumer surveys; manage the contact center's corporate escalation program.

Ideal candidates for this role will be able to communicate well and multitask under tight deadlines. Experience in quality and process improvement initiatives is an asset for this position. This individual's goal will be to ensure that the contact center's relationships with consumers are excellent at every touch and that representatives are able to deliver a high-quality experience. This is a demanding, fast-paced role with the expectation of high performance with every task and interaction.

Responsibilities:

EDUCATION
  • Bachelor's degree required; concentration in business, health services administration or related field preferred

EXPERIENCE
  • Two (2) years of Contact Center experience required
  • One (1) year of quality experience required
  • Knowledge of healthcare quality, privacy/confidentiality requirements, and risk management preferred
  • Proficiency in Microsoft Office Suites required
  • Experience with customer satisfaction surveys preferred

KNOWLEDGE, SKILL AND ABILITY
  • Demonstrated knowledge of contact center quality metrics, patient confidentiality regulations and risk/compliance standards
  • Is collaborative, team-oriented, and shows ability to lead
  • Can work independently while creating or teaching classes
  • Demonstrates excellent, active listening skills
  • Possesses excellent written and verbal communication skills
  • Shows comfort with Microsoft Word and Excel
  • Works well with computers and possesses good typing skills
  • Demonstrates a personal commitment to promoting high performance
  • Strives for continuous improvement
  • Maintains high energy and a positive attitude
  • Thinks quickly and uses appropriate judgment
  • Demonstrates diplomacy and patience while interacting with consumers and colleagues
  • Able to interact with staff, colleagues and stakeholders in a respectful manner
  • Excellent time management, organizational and problem-solving skills
  • Demonstrates regular, consistent and punctual attendance
  • Must be able to work variable schedules
  • Maintains a neat and professional appearance

WORKING CONDITIONS

ENVIRONMENT
  • Normal heat, light space, and safe working environment; typical of most office jobs
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