MEMORIAL HEALTH SERVICES
Training & QA Analyst (Finance)
To be the first reliable point of contact for Patients, Families and Providers. Providing the Simply Better MemorialCare Experience in every interaction with guests and colleagues.
Essential Functions and Responsibilities of the Job
Deliver the Simply Better MemorialCare Experience in every interaction with Patients, Families, Providers and Colleagues.
Prioritize service and customer experience within each interaction.
Ensure unforgettable guest experiences through unmatched service.
Demonstrates strong guest-focused engagement over the phone, email, and chat.
Demonstrates effective communication, interpersonal, written and verbal skills.
Communicates between the Manager, Staff, and other departments to resolve issues.
Acts as a resource and provides support for all staff for training and QA needs.
Ability to read, analyze and interpret reports for trends and quality assurance measures.
Strong organizational skills.
Ability to present recommendation based on report finds to improve quality measures.
Must be able to multi-task and maintain calm demeanor.
Must possess problem resolution and follow through skills.
Knowledge of managed care and the business segments.
Knowledge and ability to schedule reservations for patients/family.
Knowledge of report building and presenting to Leadership Team.
Be at work and be on time and available to lead a dynamic team that supports a 24x7 operation.
Follow company policies, procedures and directives.
Interact in a positive and constructive manner.
Prioritize and multitask.Minimum Requirements:
Experience
Minimum 5 years customer service/training/QA experience or other related guest-focused engagement preferred.
Call center experience preferred.
Traditional PBX knowledge and experience preferred (i.e. NEC, Avaya, Genesis, PureConnect).
Excellent computer and typing skills are necessary. Use and knowledge of Windows, Microsoft Office, Outlook (operates PC with speed and accuracy), and various Phone Systems.
Training experience required.
Quality Assurance (telephone monitoring, post-call analysis, reporting, post-call training) preferred.
Medical terminology preferred.
Spanish speaking a plus.
Education
High School diploma or GED required