客服中心质量分析员1（H）
Contact Center Quality Analyst 1 (H)
现在的员工：如果你是迈阿密大学目前的工作人员，教师或临时雇员，请点击这里登录 Workday 以使用内部申请程序。了解如何申请教师或工作人员职位，请查看此提示表。迈阿密/UHealth Department of UHealth Connect 有了一个令人兴奋的机会为全日制联系中心质量分析师1在 Medley 工作。核心责任 ·安排和注册 QA:监控代理要求质量保证，包括电话礼仪，注册完整性和准确性，以及临床分类和规划。·联系中心 QA: · 患者账户客户服务质量检查：监控代理要求质量检测，包括电话礼仪和病人的帐户调查和文件。· 支持管理人员和监督者确定每个代理人的优势和机会，提供对质量检验文档的客观反。· 完成每周的代理评分表，其中包含关键性能指标 (KPI) 数据和质量保证 (QA) 监测结果。· 协助培训和辅导新代理人，以满足其职位的要求和技能。· 在调用流量高峰期间提供操作支持处理约会安排和注册电话，在通话上打电话，以及患者帐户客户服务电话。· 遵守大学和单位级政策和程序并保障大学资产。本任务和责任列表不包括所有内容，并且可能扩展到其他义务或责任。核心资格 · 高中文凭或等效 · 至少1年相关经验 ·具有广泛和深入的知识，以及所有相关领域。·在工作的所有方面表现出持续高水平的熟练能力。·能够以书面和口头形式有效沟通的能力。双语知识加上。·与医生和专业人员进行有效沟通能力。·有能力互动并协助不同年龄段，文化背景和特殊需求的患者，热衷于提供优质服务和护理。·能在高度压力下工作，同时保持冷静和敏感。
查看英文原文
Current Employees:
If you are a current Staff, Faculty or Temporary employee at the University of Miami, please click here to log in to Workday to use the internal application process. To learn how to apply for a faculty or staff position, please review this tip sheet.
The University of Miami/UHealth Department of UHealth Connect has an exciting opportunity for a Full Time Contact Center Quality Analyst 1 to work in Medley.
Core Responsibilities
- Scheduling & Registration QA: Monitors agent calls for quality assurance, including telephone etiquette, registration completeness and accuracy, and clinical triage and scheduling.
- Contact Center QA: Monitors agent calls for quality assurance, including telephone etiquette, paging request completeness and accuracy, and appropriate documentation.
- Patient Accounts Customer Service QA: Monitors agent calls for quality assurance, including telephone etiquette, and patient account inquiries and documentation.
- Supports the managers and supervisors in identifying strengths and opportunities for each agent, providing objective feedback in quality assurance documentation.
- Completes weekly Agent Scorecards which include Key Performance Indicator (KPI) metrics and Quality Assurance (QA) monitoring results.
- Assists in training and coaching new agents in requirements and skills specific to their roles.
- Provides operational support handling appointment scheduling and registration calls, on-call paging calls, and patient account customer service calls during peak call traffic periods.
- Adheres to University and unit-level policies and procedures and Safeguards University assets.
This list of duties and responsibilities is not intended to be all-inclusive and may be expanded to include other duties or responsibilities as necessary.
Core Qualifications
- High School diploma or equivalent
- Minimum 1 year of relevant experience
- Has broad and deep knowledge of all areas as well as related areas.
- Demonstrates sustained high level of proficiency in all aspects of the job.
- Ability to communicate effectively in written and verbal form. Bi-lingual knowledge a plus.
- Ability to communicate effectively with physicians and professional staff.
- Ability to interact and assist patients of all ages, cultural background and with special needs, with a passion for providing excellent service and care.
- Ability to work under a high level of stress with time constraints while maintaining composure and sensitivity to each patient’s specific needs.
- Maintain a high level of diplomacy when dealing with stressful situations.
Any appropriate combination of relevant education, experience and/or certifications may be considered.
The University of Miami offers competitive salaries and a comprehensive benefits package including medical, dental, tuition remission and more.
UHealth-University of Miami Health System, South Florida's only university-based health system, provides leading-edge patient care powered by the ground breaking research and medical education at the Miller School of Medicine. As an academic medical center, we are proud to serve South Florida, Latin America and the Caribbean. Our physicians represent more than 100 specialties and sub-specialties, and have more than one million patient encounters each year. Our tradition of excellence has earned worldwide recognition for outstanding teaching, research and patient care. We're the challenge you've been looking for.
The University of Miami is an Equal Opportunity Employer. Applicants and employees are protected from discrimination based on certain categories protected by Federal law.
Job Status:
Full timeEmployee Type:
StaffOriginally posted on Himalayas