University of Utah Job Description
Job Summary
Responsible for monitoring and evaluating incoming and/or outgoing calls to ensure quality, customer service, and adherence to the policies and procedures of the department. Ensures representatives are handling calls in the most efficient and effective manner, while providing an exceptional customer/patient experience.
Qualifications
Associate’s degree in related area, four years of related customer service experience, or equivalency. Demonstrated human relation and effective communication skills also required.
Quality assurance experience in a customer service or health care environment may be required.
Applicants must demonstrate the potential ability to perform the essential functions of the job as outlined in the position description.
Disclaimer
This job description has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities and qualifications required of employees assigned to the job.
Essential Functions
1. Evaluates call handling remotely via real time services observe features and recorded voice and screen capture applications.
2. Reviews and provides feedback to department manager on call handling complaints.
3. Provides feedback to assist in the creation of performance improvement goals and the development of training programs.
4. Leads calibration meetings to ensure consistency in call evaluations and maintaining quality assurance goals are met.
5. Analyze quality assurance data to identify trends and report findings to leadership.
6. Provides input on problem identification and resolution and continuous quality improvement.
7. Works collaboratively with department manager in supporting departmental project needs.
8. Remain current on policies and procedures for all operations.
9. May lead the work of others.
Problem Solving
Must have advance oral and written communication skills to communicate effectively with senior leaders in the organization.
Comments
Work Environment and Level of Frequency typically required
Nearly Continuously: Office environment.
Physical Requirements and Level of Frequency that may be required
Nearly Continuously: Sitting, hearing, listening, talking.
Often: Repetitive hand motion (such as typing), walking.
Seldom: Bending, reaching overhead.
