Contact Center Quality Analyst, Sr. jobs in Akron, OH

About SharpeVision: Be part of the change. Join SharpeVision and work with a national leader in refractive surgery bringing clear, unencumbered sight to people from around the world. We are modern, transformative vision-correction boutiques located in Seattle, Chicago and Austin. Our goal is to help our patients realize their full human potential. We believe in people and the magic that happens when they focus on a common goal. We believe in the power of technology to transform lives, and we believe we are here to be part of it. The day is coming when no adult will need to put plastic in their eyes or on their face to see clearly. At SharpeVision, we are bringing that day closer, one patient at a time.

Summary: Patient Experience Specialists contribute to SharpeVision’s success by providing superior customer service to all patients. This job creates the SharpeVision experience for our patients by providing them with prompt service, and quality care. Patient Experience Specialists model and act in accordance with SharpeVision’s 5 core values:

• Be Committed to Growth (Personal and Professional)

• Be an Excellent Communicator

• Have Fanatical Attention to Detail

• Be Genuine and Authentic

• Be Patient-Focused

Key Responsibilities include the following:

• Act with integrity, honesty and knowledge that promote the culture and values of SharpeVision.

• Maintain a calm demeanor during periods of high volume or unusual events to keep center operating to standard and to set a positive example for the team.

• Anticipate patient needs by constantly evaluating environment and patients for cues.

• Communicate information to Center Director so that the team can respond as necessary to create the SharpeVision experience for each patient.

• Deliver superior customer service to all patients by acting with a patient-focused attitude and building a personal connection with the patient. Discover and respond to patient needs.

• Follow SharpeVision’s operational policies and procedures and meet center standards.

• Maintain a clean and organized workspace so that team members can locate resources as needed.

• Provide quality care for all patients by adhering to all standards. Follow health, safety and sanitation guidelines.

• Maintain regular and consistent attendance and punctuality.

• Engage with and understand our patients, including discovering and responding to patient needs through clear and pleasant communication.

• Give the best service to our patients which may require being flexible in performing different tasks within the center.

• Help grow surgical volume by encouraging and facilitating patients for treatment.

• Prioritize multiple tasks in a fast-paced environment.

• Demonstrate organization and follow-through.

In addition to a modern, progressive, and friendly team culture, SharpeVision is proud to offer a variety of benefits to support employees and their families, including:

• Competitive Pay
• Free LASIK
• Reimbursement for COA, COT, and/or COMT Certification 
• Continuing Education Allowance Benefits 
• 401(k) Plan with 6% Match
• A Beautiful Work Environment

Qualifications:

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Education/Experience:

High school diploma or GED required. Associate or Bachelor’s Degree Preferred. No direct healthcare experience required. A range of experience from different industries and roles that combine the desired skills is valued. Ideal candidates include those with client-facing customer service or sales experience in high-end establishments including concierge medicine, spa, hotel, fine dining, retail or membership clubs.

Language Ability:

Fluency of the English language. Excellent oral and written comprehension and expression. Speech clarity and recognition. Active learning and listening. Ability to respond to common inquiries and provide information to patients and colleagues. Strong communication and interpersonal skills. Ability to request clarification when needed.

Math Ability:

Ability to use mathematical methods or formulas for general business calculations. Ability to calculate percentages. Ability to compile, tabulate, or verify information or data.

Reasoning Ability:

Ability to collect data and establish facts. Ability to use logic. Ability to identify information by categorizing and recognizing differences or similarities.

Computer Skills:

Microsoft Windows, Microsoft Office Suite, Email, Calendar and Scheduling Software, Medical Software, Internet, Data Entry

Certificates and Licenses:

None required.

Supervisory Responsibilities:

This position has no direct reports.

Work Environment:

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. The noise level in the work environment is usually low to moderate. The work environment is indoors and environmentally controlled. Work environment is structured. May have exposure to disease or infections.

Physical Demands:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this Job, the employee is regularly required to sit; use hands and arms to handle, grasp, position, move and control objects and tools; reach with hands and arms; and talk and hear. Specific vision abilities required by this job include near vision, distance vision, depth perception and ability to adjust focus.

The above job description is not intended to be an all-inclusive list of duties and standards of the position. Incumbents will follow any other instructions, and perform any other related duties, as assigned by their supervisor.

SVMLL is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, or protected veteran status and will not be discriminated against on the basis of disability.