2 Quality Monitoring Specialist - Revenue Cycle Call Center Jobs in Milwaukee, WI

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Quality Monitoring Specialist - Revenue Cycle Call Center

Advocate Aurora

Milwaukee, WI | Full Time

$80k-98k (estimate)

2 Weeks Ago

Quality Monitoring Specialist - Revenue Cycle Call Center

581 Advocate Aurora Health, Inc.

Milwaukee, WI | Full Time

$74k-92k (estimate)

2 Weeks Ago

Quality Monitoring Specialist - Revenue Cycle Call Center

$80k-98k (estimate)

Full Time 2 Weeks Ago

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Advocate Aurora is Hiring a Quality Monitoring Specialist - Revenue Cycle Call Center Near Milwaukee, WI

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.