Quality Outreach Specialist

WELLBE INTRODUCTION

The WellBe care model is a Physician Led Advanced Practice clinician-driven geriatric care (care of older adults) team focused on the care of the frail, poly-chronic, elderly Medicare Advantage patients.  This population is typically underserved and very challenged with access to care. To address these problems, we have elected to bring the care to the patient, instead of trying to bring the patient to the care. Care is provided throughout the entire continuum of care – from chronic care and urgent care in the home, to hospital, to skilled nursing facility, to assisted living, to palliative care, to end of life care. WellBe's physician/advanced practicing clinician-led geriatric care teams partner with the patient’s primary care physician to provide concierge-level geriatric medical care and social support in the home as well as delivering and coordinating across the entire care continuum.

GENERAL SUMMARY

The Quality and Training Outreach Specialist ensures that WellBe’s outreach team maintains quality communication and consistent customer service in line with the company mission. This role is responsible for monitoring and evaluating Outreach Specialists teams based on the key performance indicators (KPIs) and metrics that have been established within WellBe. Responsibilities include call monitoring and audits from Outreach Specialists, as well as supporting client, member, and company complaint resolution and corrective actions. Other daily responsibilities include supporting the standardization of practice for the outreach center; support conflict resolution among agents, members, and clients; and support training for new hires.

Responsibilities

• Ensures that contact center calls (live and pre-recorded) are adhered to by monitoring and providing consistent feedback for continuous improvement for all agents through the applicable systems available.
• Offer direct feedback to Outreach Specialists regarding strengths and weaknesses via the use of call recording auditing techniques and practices in the appropriate systems of use (XSell, NICEInContact, ProcedureFlow).
• Provide constant and reliable verbal feedback to daily interactions, execution of processes, or delivery of initiatives to the Quality Outreach Supervisor as it relates to quality and training improvements, and identify learning deficits and opportunities for performance improvement activities.
• Collaboration with Outreach Specialist supervisors to provide coaching opportunities of all monitored calls, sentiment scoring, and AI coaching recommendations with a verbal/written recap to the associate and Operations Leaders as applicable to provide recommendations to help correct and improve the efforts of the Outreach team to meet established quality standards.
• Report trending and agents’ adherence to defined processes/delivery of initiatives to the Quality Supervisor Outreach to provide recommendations to help correct and improve the efforts of the Outreach team to meet established quality standards.
• Communicate potential identified call performance and quality related issues.
• Provide feedback or updates to training materials and process workflows (i.e. Procedure Flow, Lucid Chart)
• Collaborate with leadership to provide recommendations to help correct and improve the efforts of the Outreach team to meet established quality standards.
• Maintain proper documentation of call performance and call audits.
• Make recommendations to management regarding changes to policies and procedures; processing efficiencies; and support identifying trends and continuing education opportunities.
• Collaborate well with other agents and leadership to establish a positive team environment that supports and reinforces best-in-class customer service practices.
• Supports new hires through the training phase to promote quality standards and initiative to support best member experience
• Conduct Y-cording with Outreach Specialists when appropriate.
• Create training and remediation plans to Outreach Specialists with high quality errors
• Collaborate with market and IT partners to ensure consistent scheduling practices across the organization.
• Operates various office equipment, including but not limited to telephones and computers
• Performs other duties as assigned
• Other tasks needed to accomplish team’s objectives/goals
• Must be comfortable speaking when providing feedback and have excellent verbal and written communication skills, with good command of the English language, in addition to strong interpersonal skills. Bilingual is a plus.

Qualifications:

• High School education/GED or equivalent combination of education and experience
• 2+years Call/Contact center background experience, prefer experience in health care
• 1+ years experience in contact center quality programs or equivalent experience, ability, and aptitude to learn quality assurance
• Previous work experience with Procedure Flow preferred
• Previous work experience with NiceInContact Max Agent preferred
• Previous work experience with XSell AI Assisted Coaching AI or similar AI preferred

Supervisory Responsibility: No supervisory responsibilities.

Travel requirements: Travel may be required up to 5% locally or nationally

Work Conditions:

• Ability to lift up to 20lbs. 
• Ability to stand for extended periods
• Ability to drive to patient locations (ie. home, hospital, SNF, etc)
• Fine motor skills
• Visual acuity Standard office work conditions of sitting at desk and using electronic devices for long periods of time
• Office temperatures may vary

The preceding functions may not be comprehensive in scope regarding work performed by an employee assigned to this position classification. Management reserves the right to add, modify, change or rescind the work assignments of this position. Management also reserves the right to make reasonable accommodations so that a qualified employee(s) can perform the essential functions of this role.