Quality Assurance Contact Center Specialist

Mass General Brigham; Somerville (MA); On-site; USD 65,000 - 85,000; Full time

Job summary

A leading healthcare organization is seeking a Quality Assurance professional to enhance customer service quality in a remote setting. This role involves conducting evaluations, monitoring performance, and providing training to staff. Ideal candidates will have a Bachelor's degree and experience in contact center operations, along with strong organizational skills and proficiency in Microsoft Office and EMR systems.

Qualifications

• Minimum of 3 years of experience in contact center operations.
• General knowledge of clinical operations and workflows.

Responsibilities

• Conduct Quality Assurance Evaluations of customer interactions.
• Monitor service levels and report performance trends.
• Provide feedback to enhance scheduling staff performance.

Skills

Bilingual communication

Organizational skills

Coaching

Education

Bachelor’s Degree in healthcare, management, or related field

Tools

Microsoft Office

EMR systems

Telecommunications software

Job description

Employer Industry: Healthcare Services

Why consider this job opportunity:
- Opportunity for career advancement and growth within the organization
- Work remotely with a requirement for a HIPAA-compliant workspace
- Supportive and collaborative work environment focused on quality improvement
- Engage in impactful work by enhancing the quality of customer service in healthcare
- Comprehensive training and coaching provided to ensure ongoing professional development

What to Expect (Job Responsibilities):
- Conduct Quality Assurance Evaluations of customer interactions across various contact points
- Monitor service levels to identify trends affecting customer experience and report performance
- Provide actionable feedback to scheduling staff and supervisors for performance enhancement
- Develop Quality Improvement Plans in collaboration with supervisors and team leaders
- Conduct coaching and training sessions to address skill gaps and promote best practices

What is Required (Qualifications):
- Bachelor’s Degree preferred in healthcare, management, or a related field
- Minimum of 3 years of experience in contact center operations
- General knowledge of clinical operations, policies, procedures, and workflows
- Proficiency with Microsoft Office products and experience with EMR systems (i.e., Epic)
- Bilingual communication skills (written and verbal) are a plus

How to Stand Out (Preferred Qualifications):
- Experience with contact center and patient scheduling systems
- Familiarity with telecommunications software (i.e., Cisco)
- Strong organizational skills and flexibility to accommodate changing priorities
- Ability to provide effective coaching and mentoring to contact center staff
- Comfort with a range of technology and quality assurance tools

#HealthcareServices #QualityAssurance #RemoteWork #CareerGrowth #CustomerService

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