Contact Center Quality Analyst

Overview

Our team members are the heart of what makes us better.

At Hackensack Meridian Health we help our patients live better, healthier lives - and we help one another to succeed. With a culture rooted in connection and collaboration, our employees are team members. Here, competitive benefits are just the beginning. It's also about how we support one another and how we show up for our community.

Together, we keep getting better - advancing our mission to transform healthcare and serve as a leader of positive change.

The Contact Center Quality Assurance Analyst will be responsible for coordinating and monitoring internal and external calls for patient access center agents, to ensure outstanding service is being provided to our patients. The Analyst will be directly responsible for identification of inefficiencies and gaps in processes to enhance the customer experience and increase first call resolution. Identifies areas of opportunity regarding the improvement of Patient Satisfaction. Evaluates the call experience from the customers point of view and provides evaluation and feedback. The QA Analyst will also be required to cross train for training of new hires and ongoing training required for the contact center.

This posiiton will offer a hybrid schedule.

Responsibilities

A day in the life of a Contact Center Quality Assurance Analyst at Hackensack Meridian Health includes:

• Review and monitor incoming and outgoing calls from patients.
• Manage a roster of agents to meet quality monitoring requirements; daily, weekly and/or monthly.
• Identifies and tracks performance trends and provides recommendations for improvement.
• Provide feedback regarding monitoring scores and identify strengths and weaknesses.
• Provide coaching when/ if required.
• Review and create reports when needed for the QA department.
• Assist in developing training and competencies based on trends in quality and metrics.
• Conduct/ Assist with new hire and refresher training, in office and virtual.
• Other duties and/or projects as assigned.
• Adheres to HMH Organizational competencies and standards of behavior.

Qualifications

Education, Knowledge, Skills and Abilities Required:

• Associate's Degree in a Business, Healthcare, Psychology or Related Field preferred or equivalent education and/or experience.
• Minimum of 2 years previous call center experience in a customer service environment OR a current active Patient Access Center team member with 6+ months in the role.
• Minimum of 2 years of experience or equivalent working in a Quality Assurance department.
• Experience coaching and training of others; one on one or classroom environment.
• Excellent organization, communication and interpersonal skills are required to interact effectively with all levels of staff, as well as external vendors and/or customers.
• Must be self-motivated, innovative, and flexible.
• Analytical and troubleshooting skills; with the ability to formulate recommendations to improve quality.
• Flexible work style, and ability to work within a diverse team.
• Strong relationship and rapport building.
• Excellent technical skills and attention to detail.
• Ability to adapt to a fast-paced environment and constant demands.
• Creative (outside the box) thinker.
• Understands and adheres to confidentiality requirements in relation to team member information.
• Must have good problem solving skills and the ability to approach problems logically and troubleshoot.
• Must have good time management skills.
• Must have the ability to multitask and prioritize to accomplish multiple tasks with multiple deadlines.
• Supports and participates in a collaborative team-oriented environment.

Education, Knowledge, Skills and Abilities Preferred:

• Experience in the Healthcare industry.
• Experience with Epic.
• Experience with Cisco/ Finesse.
• Proficient in Google Workspace (Gmail, Sheets, Docs, Slides).

If you feel that the above description speaks directly to your strengths and capabilities, then please apply today!

HACKENSACK MERIDIAN HEALTH (HMH) IS AN EQUAL OPPORTUNITY EMPLOYER

All qualified applicants will receive consideration for employment without regard to age, race, color, creed, religion, sex, sexual orientation, gender identity or expression, pregnancy, breastfeeding, genetic information, refusal to submit to a genetic test or make available to an employer the results of a genetic test, atypical hereditary cellular or blood trait, national origin, nationality, ancestry, disability, marital status, liability for military service, or status as a protected veteran.

Our Network

Hackensack Meridian Health (HMH) is a Mandatory Influenza Vaccination Facility

As a courtesy to assist you in your job search, we would like to send your resume to other areas of our Hackensack Meridian Health network who may have current openings that fit your skills and experience.