Department: 10331 Revenue Cycle - Call Center Business Operation Status: Full time Benefits Eligible: Yes Hours Per Week: 40 Schedule Details/Additional Information: First shift This is a REMOTE Opportunity Major Responsibilities: Evaluates contact quality (i.e.: effective customer service, documentation, compliance, and cosmetics such as volume, rate, tone, enunciation, grammar, etc.) via random sample remote monitoring against quality standards, ensuring quality goals are met. Develops and maintains scoring. Develops and maintains a statistical database on all observed contacts to align with identified metrics. May also be required to develop quality benchmarks and reports to evaluate and measure performance of programs, caregivers and/or third party vendors and processes and procedures. Develops and maintains after-call survey questions in phone and/or tracking system software. Tracks and trends patient and/or caregiver feedback from after-call survey and escalated complaints; reports issues to leadership and participates in identifying process improvement opportunities. Provides statistical reports to leadership regarding quality of service results. Identifies and reports on trends, resolves gaps, and makes quality improvement recommendations accordingly. Provides direction/education to staff, leadership, and third party vendors regarding the application of quality improvements and standards. Implements and promotes quality initiatives. Conducts audits and makes recommendations to improve quality. Maintains awareness of and notifies leadership of actual or potential quality/compliance issues. Provides positive and constructive feedback of monitored staff or third party vendors, to be used in timely coaching sessions to rectify errors and prevent further inconsistencies/inefficiencies. Reports on behaviors observed on internal and external contacts. May need to collaborate with training and/or knowledge team on a consistent basis to ensure caregivers and third party vendors are educated and prepared to be successful. Performs special projects as assigned by management. Licensure, Registration, and/or Certification Required: None Required. Education Required: High School Graduate. Experience Required: Typically requires 5 years of experience in a call center, service desk, and/or customer service environment. Knowledge, Skills & Abilities Required: Diplomacy and tact in dealing with management, staff, and customers. Excellent written and verbal communication skills, customer service and interpersonal skills. Demonstrated ability to identify gaps in service quality, problem solve, and educate on quality/process improvement. Ability to analyze trends and data and display in a statistical format. Demonstrated proficiency in the use of Microsoft Office Excel, Access, and Word) or similar products. Ability to learn new systems as needed. Physical Requirements and Working Conditions: Must be able to sit the majority of the workday. Occasionally lifts up to 10 lbs. Exposed to a normal office environment. Operates all equipment necessary to perform the job. This job description indicates the general nature and level of work expected of the incumbent. It is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities required of the incumbent. Incumbent may be required to perform other related duties. Advocate Aurora Health is one of the 10th largest not-for-profit, integrated health systems in the U.S. with nearly 3 million patients served at more than 500 sites of care in Illinois and Wisconsin, including 28 hospitals. We're redefining the standard for care with world-class doctors and caregivers, innovative solutions, outstanding outcomes, and leading-edge research and clinical trials. Combined, Advocate and Aurora are recognized for clinical excellence in a variety of specialties. Advocate Aurora Health is one of the 10th largest not-for-profit, integrated health systems in the U.S. with nearly 3 million patients served at more than 500 sites of care in Illinois and Wisconsin, including 28 hospitals. We're redefining the standard for care with world-class doctors and caregivers, innovative solutions, outstanding outcomes, and leading-edge research and clinical trials. Combined, Advocate and Aurora are recognized for clinical excellence in a variety of specialties. This is Transformation One shared purpose brought us together. Now, as one of the 10 largest not-for-profit, integrated health systems in the United States, our combined strength and stability drives us forward. Starting with You Caring for nearly 3 million people has inspired a transformation. One in which the patient’s experience guides our vision and empowers us to offer new possibilities in our communities. Reshaping Access What is access? It’s offering more sites of care than any other health system in the Midwest. But there’s a new frontier. Access is exploring the latest technologies to deliver care to patients exactly where they are and exactly when they need it Inspiring Professionals With our dynamically inclusive workforce and strong connections to the places where we live and work, we’ll touch more lives and contribute to stronger and more vibrant communities. Transforming Care We’re redefining the standard for care with world-class doctors and caregivers, innovative solutions, outstanding outcomes, and leading-edge research and clinical trials. Combined, Advocate and Aurora are recognized for clinical excellence in: Cardiovascular Care Neurosciences Gynecology Oncology Pediatrics Primary Care Neurology Geriatrics Trauma Care