Call Center Quality Assurance Specialist

Job description:
Haven Health Management is a substance abuse and mental health treatment provider with facilities across the United States. We offer all levels of care from Detox, Residential, PHP, IOP, and Outpatient along with Sober Living. Our treatment modalities include Group Therapy, Individual Therapy with Master's Level Therapists, Individual & Group Counseling, Case Management, Cognitive Behavioral Therapy, and Dialectical Behavioral Therapy. We also offer alternative activities such as Music Therapy, Art Therapy, Yoga, Reiki, Meditation, and Acupuncture. Some of our facilities have been awarded for being the "Best Treatment Center in Indiana" on Newsweek's America's Best Addiction Treatment Centers list. Our clients often find themselves at rock bottom, and it is our mission to help them get back on track. We are seeking top talent for our Admissions Quality Assurance Department. The Quality Assurance Analysts are responsible for reviewing client interactions and reporting deficiencies to the Director of Admissions Quality Assurance.

This is a Full-Time Salary-Exempt, on-site position at our office located in Palm Springs, Florida.

**No medical experience is required for this position**

Responsibilities:
Conduct daily audits of randomly pulled calls and reporting calls that deviate from company training standards or compliance requirements.
Conduct full audits of Patient Admissions and report events that deviate from company training standards or compliance requirements.
Identify and report the root-cause of infractions or deficiencies.
Present solutions and alternatives to preventing future errors or deficiencies.
Observe, identify, and report patterns in employee performance that may present a liability to the company.
Contribute to Call Center and QA department training materials.
Maintain consistency and conformity to auditing methods and documentation.
Participate in weekly feedback sessions to provide deeper insight on employee performance, behavior, and techniques.
Identifying missing or lost opportunities, reporting them to the Director of Admissions QA.

Key Traits that will Make You Successful Here:
Legal Mindset
Strong Attention to Detail
Critical Thinking and Problem Solving
Active Listening and Memory Retention
Proficiency in Typing and/or Transcription
Dependability, Empathy, Sympathy, Maturity and Good Judgement
Adaptable to Change

https://www.typing.com/student/typing-test/5-minute

Requirements:
High School Diploma or equivalent
Able to handle sensitive subject matter (Highly Emotional or Personal Calls)
Discretion and protection of private information
Strong organizational skills
Excellent written and verbal communication skills
Ability to work with computer software (Excel, Word, Salesforce, Call Monitoring Software)
Means of Transportation: This is NOT a remote position Salary: $40,000.00 - $50,000.00 per year

Schedule:
8-hour shift in office
Monday to Friday
9 AM to 5 PM

Job Type: Full-time

Pay: $40,000.00 - $50,000.00 per year

Benefits:

• 401(k)
• Dental insurance
• Health insurance
• Vision insurance

Application Question(s):

• Is your average typing speed at least 50 wpm?
• Can you maintain an accuracy level of at least 95% when typing?

Experience:

• Quality Assurance, Compliance, or Auditing: 1 year (Required)

Ability to Commute:

• Palm Springs, FL 33461 (Required)

Work Location: In person

Salary : $40,000 - $50,000