Contact Center Quality & Service Liaison, Jackson Health System, FT, Days

Jackson Health•Miami, FL

12h

About The Position

The Quality and Service Liaison serves as a liaison between physicians, patients, and all hospital departments, facilitating conflict management and service issue management and resolutions for the most complex and sensitive situations. The position serves as a resource for matters related to service issue resolution, compliance, policies and procedures, and process improvement. The position is responsible for assessing the quality of the performance of staff who deal with our existing and potential patients.

Requirements

Generally requires 3 to 5 years of related experience.
Bachelor's degree in related field is required.
Ability to analyze, organize and prioritize work accurately while meeting multiple deadlines.
Ability to communicate effectively in both oral and written form.
Ability to handle difficult and stressful situations with critical thinking and professional composure.
Ability to understand and follow instructions.
Ability to exercise sound and independent judgment.
Knowledge and skill in use of job appropriate technology and software applications.
Valid license or certification is required as needed, based on the job or specialty.

Responsibilities

Participate in the design of call monitoring formats and quality standards.
Perform inbound/outbound call monitoring to assess and report on associates' demeanor, technical accuracy, customer service performance, and adherence to company policies and procedures.
Use quality monitoring data management system to compile and track performance at team and individual level.
Perform monitoring of customer care email responses.
Participate in random customer and client monitoring to identify customer needs and expectations.
Provide actionable data to various internal support groups as needed.
Coordinate and facilitate call calibration sessions for call center staff.
Provide feedback to call center team leaders and managers.
Prepare and analyze internal and external quality reports for management staff review.
Service Issue Resolution - Document service issues by listening to the patient and patient's family; documenting details; determining what resolution is sought. Resolve service issues by listening to the patient and their families; directing them to a physician or supervisor; helping them present facts to the hospital representative; developing acceptable resolutions; following up on outcomes.
Prevent recurring service issues by counseling with supervisors and managers who see a problem developing; offering suggestions to resolve potential complaints; modifying practices that cause repeated complaints.
Alert legal department and administrator by documenting unresolved service issues and potential legal actions.
Improving the Physician Experience - Improve quality results by studying and evaluating the physician referral process and recommend changes as needed.
Enhance patient advocacy and hospital reputation by accepting ownership for accomplishing new and different requests; exploring opportunities to add value to job accomplishments.
Act as liaison in relation to physician/patient satisfaction to help sustain a patient-centered environment while improving internal and external communication.
Lead physician experience improvement training to referral desk TCAs.
In conjunction with the Business Development team, the QSL will communicate with external physicians regarding initial appointments, listing decisions, and post-transplant discharge and follow-up.
Maintain referring physician contact database in collaboration with business development.
Professional Development - Update job knowledge by participating in educational opportunities; reading professional publications; maintaining personal networks; participating in professional organizations.
Perform other related duties as assigned.
Monitor interactions for the purpose of ensuring quality service and adherence to approved scripting, as well as accuracy of information, call handling standards, and patient experience.
Conduct evaluations utilizing departmental quality monitoring forms for audits.
Utilizes Speech Analytics tool and recorded Omni Channel media to assess and evaluate individuals as well as Contact Center performance.
Provide Team Leads and Managers with regular agent performance feedback; when necessary, coach agents and provide feedback directly to fill performance gaps found in audits. Advise management immediately of any type of auto-fail call or agent phone behavior that doesn't support our culture.
Analyze and identify quality performance trends at the agent and department levels. Prepare and analyze quality reports for management review.
Analyze information, including root cause, to make recommendations that reduce errors and improve process performance.
Participate in development of documents to drive quality improvement, including the design of quality monitoring forms in Quality Monitoring system and quality standards. Document and update process, procedures, guidelines and training materials.
Create, maintain and track reports in relation to performance utilizing the Quality Monitoring and Management system.
Assist with the development of call center training and quality assurance processes. Support and suggest improvements/recommendations to meet the highest level of patient experience.
Ensure that metrics are met for amount of Omni Channel interactions monitored for each agent.
Serve as subject matter resource to team members, supervisors and management staff on quality measures, protocols and customer service expectations.