Access Center Team Lead

AtlantiCare; Egg Harbor Township (NJ); On-site; USD 60,000 - 90,000; Full time

Benefits offered by this job

Generous PTO

Medical, Prescription Drug, Dental & V

Vision Insurance

Retirement Plans with employer

Disability Coverage

Life & AD&D Insurance

Tuition Reimbursement

FSAs for healthcare and dependent care

Wellness Programs

Voluntary Benefits

Job summary

AtlantiCare is seeking a Quality Assurance Lead for its Access Center in New Jersey. The role focuses on onboarding staff, analyzing staff interactions with customers, and coaching to maintain high-quality service.

The QA lead will perform call quality checks, provide feedback, and translate data into quality initiatives. The ideal candidate will have healthcare call center experience, strong communication skills, and the ability to work across shifts as an onsite point person, ensuring

Qualifications

• Healthcare call center or Access Center experience required.
• Strong communication and mentoring skills.
• Advanced computer skills with the ability to learn multiple software applications.
• Medical terminology knowledge.

Responsibilities

• Perform quality checks and audits of inbound and outbound calls to ensure policy adherence and high service levels.
• Provide actionable feedback on quality reviews to Access Center staff and management.
• Gather, analyze, and report data on quality levels and translate into initiatives or programs.
• Serve as onsite point person and rotate through shifts to provide coverage.
• Collaborate with staff, affiliate physicians, and external customers in a professional, empathetic manner.

Skills

Communication skills

Coaching

Computer skills

Time management

Data analysis

Staff training

Education

High School diploma

Associate's degree

Tools

Quality software

Job description

Job Description

ATLANTICARE__________________________________ROLE DESCRIPTION Position Summary The quality assurance lead works closely with the Access Center Manager with onboarding of staff and quality analysis of the staff interactions with our customers and potential customers. The quality team leader must exhibit exemplary communication and coaching skills to maintain high levels of customer service. The quality team lead ensures that the Access Center staff processes all calls in a friendly, timely, courteous and professional manner while serving each client compassionately, and showing genuine concern for each situation. The quality team leader will perform quality check and audits of inbound and outbound calls to ensure adherence to policies and procedures and high level of customer service. In addition, provide feedback on quality review to Access Center Staff and management. The quality team lead interacts with AtlantiCare staff, affiliate physicians, and outside consumers in a professional, pleasant & efficient manner. Gathers, analyzes and reports on data that measures quality levels and translating such data into actionable initiatives or quality programs. The quality team lead supports organizational goals by ensuring quality customer service, participating in performance improvement efforts, and demonstrating a commitment to teamwork and cooperation. Required Skills, Knowledge, and Abilities: Strong communication and coaching skills to maintain and address variances with individual performance and address adequate service levels to improve key performance indicators. Strong computer skills and is charged with the development, maintenance, and identification and monitoring of the integrity of the quality application. Exhibits a high level of communication, time management skills and flexibility. Identify and monitor trends, quality risks and serve as a resource regarding quality concerns or issues. Interacts professionally with staff and handles sensitive information in a confidential, respectful and empathetic manner. Rotates through all shifts to provide support, coverage and act as the onsite point person Contributes input on staff performance and the evaluation process. Takes on the role of super user with quality software. Works with the manager on other designated projects as assigned. Performance Expectations Demonstrates the competencies as established on the Assessment and Evaluation Tool for this position. Work Environment Potential for exposure to the hazards and risk of the hospital environment, including exposure to infectious disease, hazardous substances, and potential injury. This position requires sitting, standing walking, stooping and crouching a majority of the workday. Ability to lift and transport a minimum of 15 pounds. Must be able to use general office equipment. Works with such equipment as computer terminal, fax machine, printer and copier. Reporting relationship This position reports to access center manager and may coach incumbents as assigned. The above statement reflects the general details considered necessary to describe the principle functions of the job as identified and shall not be considered as a detailed description of all work requirements that may be inherent in the position.

Qualifications

• High School diploma or equivalent required. Associate's degree preferred or currently enrolled in a related degree program.
• Minimum of three (3) years of healthcare call center or Access Center experience required.
• Managed care experience preferred.
• Minimum of two (2) years of customer service or community/public interaction required.
• Demonstrated leadership, communication, and mentoring skills preferred.
• Advanced computer skills with the ability to learn and support multiple software applications.
• Strong written and verbal communication skills.
• Medical terminology required.

About Us

At AtlantiCare, we believe in supporting the whole person. Our market-competitive Total Rewards package is designed to promote the physical, emotional, social, and financial well-being of our team members. We offer a comprehensive suite of benefits and resources, including:

Total Rewards at AtlantiCare

Benefits

• Generous Paid Time Off (PTO)
• Medical, Prescription Drug, Dental & Vision Insurance
• Retirement Plans with employer contributions
• Short-Term & Long-Term Disability Coverage
• Life & Accidental Death & Dismemberment Insurance
• Tuition Reimbursement to support your educational goals
• Flexible Spending Accounts (FSAs) for healthcare and dependent care
• Wellness Programs to help you thrive
• Voluntary Benefits, including Pet Insurance and more

Benefits offerings may vary based on position and are subject to eligibility requirements.

Join a team that values your well-being and invests in your future.

Pay Transparency

In order to support the Fair Compensation Strategy by the US Govt., HR Dept., clients are required to adhere to "Pay Transparency Law" in impacted states, which mandate employers to list salary ranges in job advertisements and promotions.

AtlantiCare is an Equal Opportunity Employer