Customer Service Quality Assurance Analyst

Description

JOB SUMMARY

Responsible for monitoring, reporting, and analyzing MCC Employee interactions with patients, internal and external customers, and vendors via telephone using multiple reporting and tracking platforms. This role ensures quality assurance by evaluating communication effectiveness, identifying areas for improvement, and supporting training initiatives to enhance customer service and telephone etiquette.

ESSENTIAL DUTIES AND RESPONSIBILITIES

• Monitors and audits incoming and outgoing customer and patient calls as assigned based on set criteria.
• Tracks and reports specific criteria for these calls to the direct supervisor as directed. Uses multiple tracking platforms per directive, such as objective and subjective phone data, patient survey results, and patient review results to track trends and cross analyze results. 
• Ensures accurate and complete data collection based on criteria directed.
• Gathers and analyzes data to identify areas needing improvement.
• Conducts quality improvement study on topic mutually agreed upon with the Executive Officer and/or SVP of Operations.
• Maintains responses from patients resulting from various patient satisfaction surveys when applicable.
• Maintains and tracks patient reviews from various platforms when applicable.
• Presents audit and program analysis regularly to the Executive Officer and/or SVP of Operations.
• Assists with reporting to Clinical Department Practice Managers on areas of improvement regarding telephone interactions with customers.
• Actively participates in training for best practices in customer service and telephone etiquette.
• Assists in review of procedures for patient telephone call protocol.
• Acts as a resource for Management team and staff on data correlation between patient satisfaction and telephone interactions with MCC employees.
• Monitors the physical space within MCC as well as paperwork distributed to MCC patients to ensure building appearance and materials maintain updated and fresh appearance. 
• Performs other duties as assigned cheerfully and willingly.

CORPORATE CULTURE RESPONSIBILITIES

• Follow established corporate and department-specific policies and procedures.
• Attend all corporate and department-specific required training.
• Uphold MCC’s Purpose, Values, and Vision.
• Abide by MCC’s Corporate Culture Responsibilities.
• Perform other duties as may be assigned cheerfully and willingly.

Requirements

EDUCATION / EXPERIENCE REQUIREMENTS

• High School Diploma
• Some College Preferred
• Customer Service in the Medical Environment Preferred
• Healthcare Sales and/or Customer Service Supervisory Experience a plus

KNOWLEDGE, SKILLS AND ABILITIES

• Display customer services skills, strong interpersonal skills, close attention to detail, and excellent verbal and written communication skills.
• Ability to manage multiple tasks at the same time.
• Knowledge of telephone and computer systems.
• Excel and analytical skills required.
• Excellent telephone skills.
• Be a person of integrity and character, willing to embrace change and make a positive impact in the lives of patients and co-workers.
• Ability to work with staff members at all levels of the organization in a cooperative, team-oriented manner.
• Ability to work in close proximity with co-workers and maintain a professional attitude.
• Displays computer proficiency (i.e. PC windows and MS Office environment) and ability to quickly learn new applications.
• Proficient in use of English language both in written and verbal communication.
• Must be able to communicate with individuals of varying socio-economic backgrounds.
• Displays ability of giving full attention to what other people are saying, taking time to understand the points being made, asking questions as appropriate, and not interrupting at inappropriate times.
• Professional demeanor and recognition of privacy considerations for patients and families.

PHYSICAL REQUIREMENTS OF THE ESSENTIAL JOB FUNCTIONS

• Standing/Walking: Occasionally; activity exists up to 1/3 of the time.
• Keyboarding/Dexterity: Frequently; activity exists from ¾ of the time
• Ability to look at a computer screen for extended periods.
• Ability to perform constant repetitive hands and finger motions.
• Ability to work in various positions (standing, sitting, bending, and walking) for extended periods of time during an 8-hour workday.
• Talking (Must be able to effectively communicate verbally): Yes
• Seeing: Yes
• Hearing: Yes

EMOTIONAL REQUIREMENTS OF THE ESSENTIAL JOB FUNCTIONS

• Must exhibit stable work behaviors daily.
• Must possess adequate individual coping skills.
• Ability to remain calm and professional regardless of workload or time constraints.
• Must be able to work under stress and remain calm and professional.