Contact Center Quality Representative Associate

Allina Health System•Coon Rapids, MN

1d•Onsite

About The Position

Allina Health is a not-for-profit health system that cares for individuals, families and communities throughout Minnesota and western Wisconsin. If you value putting patients first, consider a career at Allina Health. Our mission is to provide exceptional care as we prevent illness, restore health and provide comfort to all who entrust us with their care. This includes you and your loved ones. We are committed to providing whole person care, investing in your well-being, and enriching your career.

Requirements

Must be 18 years of age with education and/or experience needed to meet required functional competencies as listed on the job description
2+ years of customer service experience
1+ years of experience in a health care setting

Nice To Haves

High school diploma or GED
Associate's or Vocational degree
1+ years of experience in a call center setting

Responsibilities

Ensures access and accuracy through template build and maintenance, which includes receiving, interpreting, and executing all aspects of provider and resource schedule requests including new template build, schedule changes, and location changes.
Performs additional quality audits and spot checks as needed.
Template build and standardization
Monitors Central Templates inbox and requests assistance as needed to maintain service levels
Makes schedule changes in the Epic system using the edit template function
Ensures Epic best practices and adherence to standards
Notifies leadership when changes do not follow expected template build principles and standards outlined for the clinical service line
Submits all relevant tickets to ensure the provider/department is attached to appropriate visits, subgroups, blocks, and sessions
Quality assurance monitoring and reschedules
Audits templates, schedules, and phone call recordings proactively to ensure scheduling accuracy
Runs reschedule reports and coordinates patient reschedules via text, MyChart, and outbound phone calls
Performs service line audits as needed to evaluate root causes of ongoing issues
Other duties as assigned.