Quality Monitoring Specialist

Overview

PRIMARY PURPOSE

Evaluates quality for one or more contact types (e.g., calls, email, chat) via random sample remote monitoring against quality standards, ensuring quality goals are met. Identifies and reports on quality trends as well as works on resolving gaps, making improvement recommendations to enhance the patient and/or caregiver experience.

Major Responsibilities

• Evaluates contact quality (i.e.: effective customer service, documentation, compliance, and cosmetics such as volume, rate, tone, enunciation, grammar, etc.) via random sample remote monitoring against quality standards, ensuring quality goals are met.
• Develops and maintains scoring. Develops and maintains a statistical database on all observed contacts to align with identified metrics. May also be required to develop quality benchmarks and reports to evaluate and measure performance of programs, caregivers and/or third party vendors and processes and procedures.
• Develops and maintains after-call survey questions in phone and/or tracking system software. Tracks and trends patient and/or caregiver feedback from after-call survey and escalated complaints; reports issues to leadership and participates in identifying process improvement opportunities.
• Provides statistical reports to leadership regarding quality of service results. Identifies and reports on trends, resolves gaps, and makes quality improvement recommendations accordingly.
• Provides direction/education to staff, leadership, and third party vendors regarding the application of quality improvements and standards. Implements and promotes quality initiatives.
• Conducts audits and makes recommendations to improve quality. Maintains awareness of and notifies leadership of actual or potential quality/compliance issues.
• Provides positive and constructive feedback of monitored staff or third party vendors, to be used in timely coaching sessions to rectify errors and prevent further inconsistencies/inefficiencies.
• Reports on behaviors observed on internal and external contacts.
• May need to collaborate with training and/or knowledge team on a consistent basis to ensure caregivers and third party vendors are educated and prepared to be successful.
• Performs special projects as assigned by management.

MINIMUM JOB REQUIREMENTS

Education

High School graduate

Certification / Registration / License

n/a

Work Experience

Typically requires 5 years of experience in a call center, service desk, and/or customer service environment.

Knowledge / Skills / Abilities

• Diplomacy and tact in dealing with management, staff, and customers.
• Excellent written and verbal communication skills, customer service and interpersonal skills.
• Demonstrated ability to identify gaps in service quality, problem solve, and educate on quality/process improvement.
• Ability to analyze trends and data and display in a statistical format.
• Demonstrated proficiency in the use of Microsoft Office Excel, Access, and Word) or similar products. Ability to learn new systems as needed.

PHYSICAL REQUIREMENTS AND WORKING CONDITIONS

Must be able to sit the majority of the workday. 

Occasionally lifts up to 10 lbs.

Exposed to a normal office environment. 

Operates all equipment necessary to perform the job.

Our Commitment to You:

Advocate Health offers a comprehensive suite of Total Rewards: benefits and well-being programs, competitive compensation, generous retirement offerings, programs that invest in your career development and so much more – so you can live fully at and away from work, including:

Compensation

Base Pay: $24.85-$37.30 hourly

Base compensation listed within the listed pay range based on factors such as qualifications, skills, relevant experience, and/or training
Premium pay such as shift, on call, and more based on a teammate's job
Incentive pay for select positions
Opportunity for annual increases based on performance
 

DISCLAIMER

All responsibilities and requirements are subject to possible modification to reasonably accommodate individuals with disabilities.

This job description in no way states or implies that these are the only responsibilities to be performed by an employee occupying this job or position.  Employees must follow any other job-related instructions and perform any other job-related duties requested by their leaders.