CUSTOMER SERVICE QUALITY AUDITOR - CALL CENTER *$1,000 SIGN-ON BONUS*

Customer Service Quality Auditor - Call Center *$1,000 Sign-On Bonus

New We are looking for Customer Service Quality Auditor with $1,000 Sign-On Bonus for the Call Center Deparment at St. Joseph Heritage Healthcare.

$1,000 Sign-On Bonus for eligible external candidates who meet all conditions for payment - this is in addition to the fantastic benefits and compensation package offered by Providence that begin on your first day of employment.

Location : Brea, CA

Work Schedule : Full time - 80 Biweekly Hours

Shift : 8-hour, Days Job Summary :

Under the direction of the Contact Center Supervisor and Manager, the Customer Service Quality Auditor is responsible for providing quality assurance and training to improve the patient experience and customer service representative first call resolutions.

This position will act as a resource to the department for complex issues and problem resolution. This position is that in which the person will support the inbound phone lines as needed. Essential Functions :

This position has primary responsibility for running a minimum of 5 QAs per person per month. They will be scored, then given to the Supervisors to review with the staff.

This person is in charge of monitoring the QA performance and identifying training gaps.

• Training gaps are then addressed jointly with the Supervisors, ultimately in joint decision of who will carry the plan back to the agents.
• This position may be called on to create or deliver training.
• This position is also the Escalation Advocate which fulfills the center having a higher escalation point over the primary call takers.
• Primary escalation point on patient escalations or concerns.
• Ability to provide tips and process changes based on agent feedback.
• Will have some input into the performance evaluation scenarios.
• Some work may be basic project work. OWN the problem through resolution, always following up with other departments to meet your commitments to your patient or provider.
• Attend your groups monthly staff meetings and be able to provide insight for the supervisor to bring forward.
• Be a change agent for dissemination of information from management.
• Always promote management and new changes in a positive light.
• Offers solutions and suggestions for process and product improvement to management.
• Assists with maintaining department databases, training manuals, resource tools, reports, policies, and audit data.
• Assumes responsibility for complex patient issues, and functions as a resource to other representatives.
• Take inbound phone calls as needed.

Skills :

• Basic typing and computer skills in a Windows operating environment including Excel, PowerPoint, Word and Outlook applications.
• Excellent verbal, written, and interpersonal communication skills to communicate effectively with individuals at all levels of the organization.
• Ability to provide stellar service using excellent advocacy skills and telephone etiquette to build loyalty, extend customer retention, and satisfy corporate goals and objectives.
• Ability to attentively listen to other points of view without interruption, and is open to implementing ideas suggested by others in a positive manner.
• Approaches each interaction with staff and patients with professionalism, compassion and empathy.
• Ability to work in a fast-paced department, maintain a high level of productivity.
• Ability to handle a high calls volume and manages multiple tasks with frequent interruptions.
• Critical thinking and problem resolution skills.
• Excellent follow-through skills, responding timely to phone calls, tasks, and projects; accuracy and attention to detail are a must.
• Excellent organizational and time management skills.
• Ability to prioritize and handle multiple tasks effectively, remain flexible, and adapt to shifting work demands.
• Able to work under general supervision.
• Able to work independently, but also as a team player. Supports and promotes intra- and inter-departmental teamwork, exhibiting a spirit of cooperation.
• Professional and mature demeanor.
• Patience and demonstrates respect for callers and staff, recognizes diversity of customers and is accepting of individual differences, beliefs and values.
• Preferred : Medical terminology knowledge.
• Preferred : Bilingual English / Spanish communication skills.

Minimum Position Requeirements :

Education : Bachelor's Degree

Experience :

• 5 years Experience in a healthcare customer service environment.
• 2 years Experience in a call center environment.

Preferred Position Qualifications :

Experience :

• Customer service experience in a managed care environment.
• Experience leading teams.
• IDX experience.

Mission Heritage Medical Group is one of California's most respected medical groups. With over 3,000 employees and 75 locations throughout California, including, Northern California, Orange County, High Desert and Los Angeles County, Mission Heritage Medical Group has been continually recognized as a leader in quality, customer service and information technology.

This kind of success is the result of team work, a commitment to excellence and a strong adherence to the organization's mission, vision and values.

Mission Heritage Medical Group provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability or genetics.

In addition to federal law requirements, Mission Heritage Medical Group complies with applicable state and local laws governing nondiscrimination in employment in every location in which the company has facilities.

This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.