Call Center Quality Assurance Analyst, Consumer Access, FT, Shift Varies

To support BHSF Service standards and establish goals for the development of Consumer Access staff as they pertain to call quality and control, while maintaining a positive working atmosphere. The Quality Assurance Analyst supports staff through consistent monitoring of calls and one-on-one coaching sessions. Help assist in reaching a goal of 1100 or more calls scanned and documented on a monthly basis. This goal is achieved by scanning and coaching agents from different areas within Consumer Access such as Customer Care, BHMG PC, Imaging Scheduling, MOSMI etc. Assist with the development, execute CQS training, and orient new staff members with departmental goals and required expectations (departmental scripting and scorecard). Assist department Team Leads when needed and/or required. Ability to resolve/assist with irate callers and/or departmental concerns that may impact customer service.
Estimated pay range for this position is $19.15 - $23.17 / hour depending on experience.

Degrees:
High School,Cert,GED,Trn,Exper

Additional Qualifications:
Must have a minimum of five years customer service experience and well verse in computer knowledge. Good command of written and verbal communication. Ability to work under pressure. Experience preferred, Customer Relations Management (CRM) application, Salesforce, Medicall, Cerner, Sorian and Verint. Excellent communication and interpersonal skills. MS Office applications knowledge. Bilingual (English and Spanish) preferred. Preferred knowledge of Health care reimbursement, specifically healthcare insurance structure along with radiology guidelines and protocols for outpatient diagnostic testing.

Minimum Required Experience: