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Form of workGENERAL PURPOSE OF THE JOB:
Provide QA auditing of customer interactions by monitoring and scoring incoming and outgoing pre-recorded ACD calls to ensure quality customer service is delivered and minimize risk to the village.
SUPERVISORY RESPONSIBILITIES: No
ESSENTIAL DUTIES AND RESPONSIBILITIES:
- Quality Assurance audit telephone calls and support tickets to ensure service standards are met to protect our patients PHI( protected health information) and the delivery of excellent customer service
- Record and report on results of customer service ratings and training sessions
- Provide recommendations on training and development improvement opportunities ie. How to reduce HIPAA and Call recording disclaimer violations
- Create training materials for a variety of topics and audiences needs
- Work with Leadership/Management to help create an individual coaching plan for performance enhancement
- Conduct Quality Assurance training to New Hires
- Work with Management to calibrate standards and ensure they are consistently met
- Partner with call center leadership to evaluate and meet service goals
MINIMUM QUALIFICATIONS
- (Education, licenses, certifications, and experience required to fulfill the essential duties, including computer skills as required):
- High School diploma or equivalent required
- Bachelor’s Degree in related field preferred
- Minimum of 6 months related experience required
- Data entry speed of 25-40 keystrokes per minute required
- Advanced proficiency in Microsoft Excel required
- Ability to create detailed and accurate forecasts independent of specialized WFM software preferred
- Experience using WFM software preferred
- Experience with data analysis and/or process innovation preferred
- Intermediate computer skills and proficiency in Microsoft Word and Outlook
ESSENTIAL BEHAVIORS, SKILLS, AND ATTITUDES REQUIRED FOR SUCCESS IN THIS POSITION:
- Commitment to DaVita’s values of Service Excellence, Integrity, Team, Continuous Improvement, Accountability, Fulfillment and Fun with ability to demonstrate those positively and proactively to patients, co-workers, management, physicians, and/or vendors in every day performance and interactions
- Ability and willingness to learn required programs
- Organized multi-tasker with excellent time management and prioritization skills
- Ability and desire to provide excellent customer service and build rapport with clients and teammates associated with the program
- Excellent customer relationship and inter-company network building skills
- Superb customer-centered communication including professional, courteous, prompt phone, e-mail, scheduling and fax responses.
- Ability to empathize with patients, patient’s family members, care-givers, customers, and teammates under stressful circumstances and remain focused on business goal
- Attention to accuracy of details and relentless follow-through
- Ability to proactively use knowledge gained to improve processes and help refine procedures
- Receptive to constructive feedback and development
What We’ll Provide:
More than just pay, our DaVita Rewards package connects teammates to what matters most. Teammates are eligible to begin receiving benefits on the first day of the month following or coinciding with one month of continuous employment. Below are some of our benefit offerings.
- Comprehensive benefits: Medical, dental, vision, 401(k) match, paid time off, PTO cash out
- Support for you and your family: Family resources, EAP counseling sessions, access Headspace®, backup child and elder care, maternity/paternity leave and more
- Professional development programs: DaVita offers a variety of programs to help strong performers grow within their career and also offers on-demand virtual leadership and development courses through DaVita’s online training platform StarLearning.
At DaVita, we strive to be a community first and a company second. We want all teammates to experience DaVita as "a place where I belong." Our goal is to embed Diversity & Belonging into everything we do in our Village, so that it becomes part of who we are. We are proud to be an equal opportunity workplace and an affirmative action employer. As such, individuals are recruited, hired, assigned and promoted without regard to race, national origin, religion, age, color, sex, sexual orientation, gender identity, disability, protected veteran status, or any other protected characteristic.
Salary/ Wage Range
Compensation for the role will depend on a number of factors, including a candidate’s qualifications, skills, competencies and experience and may fall outside of the range shown. DaVita offers a competitive total rewards package, which includes a 401k match, healthcare coverage and a broad range of other benefits. Learn more at https://careers.davita.com/benefits
