Quality Assurance Coach- Contact Center

Building Name: UVMMC - Out of State Remote Worker

Location Address: 111 Colchester Ave., Burlington Vermont

Regular

Department: Patient Access Center

Full Time

Standard Hours: 40

Biweekly Scheduled Hours: 40

Shift: Day

Primary Shift: 8:00 AM - 5:00 PM

Weekend Needs: None

Salary Range: Min $24.45 Mid $30.57 Max $36.69

Recruiter: Jason Dubuque

The Quality Assurance Coach is responsible for conducting performance coaching, maintaining quality standards and advising leadership on ways to improve operations. This position leads and develops on-going trainings and education materials relative to the Patient Access Specialist role. The Quality Assurance Coach aims to build awareness of available resources, and works with team members to create individualized goals for continuous improvement, all in an effort to deliver outstanding customer service that drives high patient satisfaction. This position supports the Patient Access and Service Center Leadership with a number of front end initiatives, process improvements, and overall performance improvement.

EDUCATION:

Bachelor’s Degree in Education, Communications, Healthcare Administration or related field is preferred. In lieu of Bachelor’s Degree, 2+ years of related experience in similar work environment.

EXPERIENCE:

2+ years of call center and/or QA experience, preferably with 1+ years in healthcare preferred. Strong customer service skills required. Experience and knowledge of Contact Center operations preferred. Teaching or training experience of adults desired

This position is remote eligible.

Schedule is Monday-Friday 8am-5pm EST

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