Training & QA Analyst - Call Center

Title: Training & QA Analyst 

Location: Fountain Valley

Department: Navigation Center

Status: Full-time

Shift\: Days

Pay Range\: $27.80/hr - $40.32/hr

MemorialCare is a nonprofit integrated health system that includes four leading hospitals, award-winning medical groups – consisting of over 200 sites of care, and more than 2,000 physicians throughout Orange and Los Angeles Counties. We are committed to increasing access to patient-centric, affordable, and high-quality healthcare; your personal contributions are integral to MemorialCare's recognition as a market leader and innovator in value-based and other care models.

Across our family of medical centers, we support each one of our bright, talented employees in reaching the highest levels of professional development, contribution, collaboration, and accountability. Whatever your role and whatever expertise you bring, we are dedicated to helping you achieve your full potential in an environment of respect, innovation, and teamwork.

Position Summary

To be the first reliable point of contact for Patients, Families and Providers. Providing the Simply Better MemorialCare Experience in every interaction with guests and colleagues.

Essential Functions and Responsibilities of the Job

• Deliver the Simply Better MemorialCare Experience in every interaction with Patients, Families, Providers and Colleagues. 
• Prioritize service and customer experience within each interaction.
• Ensure unforgettable guest experiences through unmatched service.
• Demonstrates strong guest-focused engagement over the phone, email, and chat.
• Demonstrates effective communication, interpersonal, written and verbal skills.
• Communication between the Manager, Staff, and other departments to resolve issues.
• Acts as a resource and provides support for all staff for training and QA needs.
• Ability to read, analyze and interpret reports for trends and quality assurance measures.
• Strong organizational skills.
• Ability to present recommendations based on report finds to improve quality measures.
• Must be able to multi-task and maintain calm demeanor.
• Must possess problem resolution and follow through skills.
• Knowledge of managed care and the business segments.
• Knowledge and ability to schedule reservations for patients/family.
• Knowledge of report building and presenting to Leadership Team.
• Be at work and be on time and available to lead a dynamic team that supports a 24x7 operation.
• Follow company policies, procedures and directives.
• Interact in a positive and constructive manner.
• Prioritize and excel at multitasking.

*Placement in the pay range is based on multiple factors including, but not limited to, relevant years of experience and qualifications. In addition to base pay, there may be additional compensation available for this role, including but not limited to, shift differentials, extra shift incentives, and bonus opportunities. Health and wellness is our passion at MemorialCare—that includes taking good care of employees and their dependents. We offer high quality health insurance plan options, so you can select the best choice for your family. And there’s more...Check out our MemorialCare Benefits for more information about our Benefits and Rewards.

Experience

• Minimum 5 years customer service/training/QA experience or other related guest-focused engagement preferred.

• Call center experience preferred.

• Traditional PBX knowledge and experience preferred (i.e. NEC, Avaya).

• Excellent computer and typing skills are necessary. Use and knowledge of Windows, Microsoft Office, Outlook (operates PC with speed and accuracy), and various Phone Systems. High understanding of Excel.

• Demonstrated analytical ability.

• Training experience required

• Quality Assurance (telephone monitoring, post-call analysis, reporting, post-call training) preferred

• Medical terminology preferred.

• Spanish speaking a plus.

   

Education

• High School diploma or GED required

• Some College level education preferred