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Consumer Experience & Quality AnalystAltamonte Springs, FL

Consumer Experience & Quality AnalystAltamonte Springs, FL

AdventHealthAltamonte Springs, FL, US
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Consumer Experience Quality Analyst

Hospitals, medical centers and facilities need more than physicians, nurses and specialists delivering care to our patients. A truly successful health care organization needs a thoughtful, dedicated, steady and experienced team working behind the scenes to make sure communities around the country receive the health care they need.

If you've also been interested in working in the health care field but aren't a health care provider, a corporate career at AdventHealth may just be the perfect fit. We're a faith-based health care organization headquartered in Altamonte Springs, Florida. As a national leader in quality, safety and patient satisfaction, our 92,000 team members maintain a long tradition of whole-person health by caring for the physical, emotional and spiritual needs of every patient.

Start your journey with a health care career at AdventHealth Corporate.

Every day, our fellow team members show up to work, unified by one shared mission : Extending the Healing Ministry of Jesus Christ. As a faith-based health care organization, our story is one of hope as we strive to heal and restore the body, mind and spirit. Though our facilities are spread across the country, this unwavering belief binds us together. Across every office, exam and patient room, we're committed to providing individualized, holistic care. This is our Christian mission, and it inspires us to help make communities healthier and happier.

All the benefits and perks you need for you and your family :

  • Benefits from Day One
  • Career Development
  • Whole Person Wellbeing Resources
  • Mental Health Resources and Support

Shift : Monday-Friday Fulltime 7 : 30 am-5 : 00pm

Job Location : Remote

The role you will contribute :

Responsible for working with cross-functional teams to improve interactions between the organization and its consumers. This position audits calls, chats, and other consumer interactions to ensure performance, quality, safety, and consumer experience expectations are met. Additionally, this role evaluates interactions and provides feedback to supervisors and coaching opportunities to specialists. In addition, this position completes evaluations in a timely manner, with accuracy and using a consistent approach. Responsibilities for this role include ensuring associates deliver a high-quality experience at every consumer touchpoint and working collaboratively with other staff and leaders to achieve quality and performance standards. Additionally, this role excels in a fast-paced environment and meets productivity goals by performing a required number of audits per week.

The value you will bring to the team :

  • Delivers coaching feedback to specialists to assist with continuing education of departmental policy and process.
  • Develops and recommends corrective actions and monitors improvement.
  • Audits consumer interactions, including calls, web requests, and chats, to ensure quality and performance standards are met.
  • Scores each audited interaction based on established criteria such as service knowledge, use of scripts, customer service aptitude, active listening, diction, and efficiency.
  • Reviews post-call survey results and prepares recommendations based on consumer feedback.
  • Monitors performance trends and collaborates with leaders to recommend improvements to training, workflows, and knowledge document creation.
  • Offers recommendations to leadership for improvement based on data analysis, trends, and behaviors.
  • Ensures contact center compliance with HIPAA and other risk / compliance standards.
  • Escalates safety concerns to CxC leaders and works with teams to resolve issues.
  • Researches and follows up on corporate escalation concerns.
  • Understands daily workflows across all CxC service areas.
  • Partners with training to ensure department associates have proficiency in quality assurance tools and standards.
  • Performs other duties as assigned.

    • The expertise and experiences you'll need to succeed :

  • Ability to articulate the mission of AH and the CxC
  • Call center environment experience
  • Demonstrated interpersonal, customer relations, and written and verbal communication skills
  • Ability to work in a matrix-management environment to achieve organizational goals
  • Collaborative, team-oriented, and a strong ability to lead
  • Personal commitment to promoting high performance
  • Demonstrated diplomacy and patience while interacting with colleagues and consumers
  • Personal integrity and an ability to work under stress
  • Strong organizational and coordination skills
  • Strong attention to detail and ability to take initiative to resolve immediate or urgent problems
  • Ability to adapt rapidly to change, balance multiple priorities, think quickly, and use appropriate judgment
  • Flexibility with variable schedule(s) and overtime, as necessary
  • Ability to maintain confidentiality
  • Aptitude to work under limited supervision and ability to prioritize work to support various projects
  • Must be proficient with Microsoft programs such as Word, Excel, and Outlook
  • Proficiency in the use of a desktop computer, including excellent typing skills
  • Technological aptitude to master additional programs and technologies

    • Preferred Qualifications :

  • Associate degree Preferred

    • This facility is an equal opportunity employer and complies with federal, state and local anti-discrimination laws, regulations and ordinances.

    Category : Patient Experience

    Organization : AdventHealth Corporate

    Schedule : Full-time

    Shift : 1 - Day

    Req ID : 25039603

    We are an equal opportunity employer and do not tolerate discrimination based on race, color, creed, religion, national origin, sex, marital status, age or disability / handicap with respect to recruitment, selection, placement, promotion, wages, benefits and other terms and conditions of employment.

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    Consumer Experience • Altamonte Springs, FL, US