Contact Center Quality Analyst, Sr. jobs in Stamford, CT

Stamford Health, a well-established, award-winning Healthcare System with multiple locations in CT has an opportunity for Contact Center Agents.

As a new Certified Great Place to Work organization, Stamford Health understands what it takes to attract talent in order to improve our workforce and support our mission, to that end we offer:

• Competitive salary
• Comprehensive, low-cost health insurance plans available day one
• Wellness programs
• Paid Time Off accruals
• Tax deferred annuity and (403b) pension plan
• Tuition reimbursement
• Free on-site parking

Potential for 1-3 days remote after successful completion of Probationary Period.

JOB SUMMARY:

Under General Supervision, the Contact Center Agent will provide centralized answering services for all calls directed to the specialty practices located within the Medical Office Building (MOB. This position will act as the first “welcome” for the caller on behalf of the MOB physician practices and perform duties such as scheduling appointments and fielding patient inquires, concerns, and requests.

The Contact Center Agent will instill loyalty by anticipating patient needs, displaying genuine interest, and providing accurate and efficient service to all patient and customer callers. As appropriate, the position will elicit patient information and inquiries and follow established protocols to schedule patient appointments for specialized services. He/she will ensure that patient needs are met and promote the optimum Patient Experience. The Contact Center Agent will establish and maintain effective relationships with patients and their families via active listening, empathy, rapport, courtesy, and professionalism.

MAJOR ACCOUNTABILITIES/CRITICAL RESPONSIBILITIES:

• Respond to telephone inquiries from patients, physicians, employees, and other callers regarding appointments, referrals, provider messages, and services within the MOB in accordance with established SHMG guidelines.
• Utilize physician protocols to schedule appointments for MOB specialties and meet established Contact Center performance goals.
• Utilize SHMG Healthcare systems, Contact Center applications, reference materials, and websites to enter patient information, answer patient questions, verify insurance, perform specific scheduling functions, etc.
• Complete call processing in an efficient manner; remain aware of call volumes; work as part of the team to handle the call volumes.
• During all customer interactions, display characteristics of inquiry, empathy, courtesy, and respect.
• Proactively read emails daily and keep up to date on all communications.
• Demonstrate behavior consistent with SHMG mission, vision, goals, objectives, and patient care philosophy.
• Participate in multidisciplinary quality and service improvement teams as appropriate.
• Must be committed to providing excellent service to SHMG customers.

QUALIFICATIONS/REQUIREMENTS:

Education and Experience

• A High School diploma or an equivalent is required.
• 1 to 2 years Call Center/Customer Service experience is required, preferably within a Healthcare setting.
• Experience working within a hospital, clinic, or medical office scheduling environment is highly preferred.

Competencies and Qualities

• Must be able to type accurately (40 WPM) and able to wear a headset.
• Must be computer/PC literate and facile in navigating among different applications/systems and websites.
• Must have solid verbal communication skills and interpersonal skills - comfortable interactions with customers on phone (and via other channels); ability to listen, maintain rapport, show empathy, and use proper telephone etiquette; good grammar, articulation, and speech clarity.
• Must have mastery of the English language - spoken and written (bi-lingual a plus).
• Must be flexible, a team player, and receptive to change; is able to learn quickly and retain new information.
• Must be able to think critically, identify the caller’s need, and solve the problem.
• Must be able to work in a fast-paced, often high-pressure environment, with proven ability to maintain composure in stressful situations and manage and diffuse angry or upset patients.
• Must be self-directed and able to multitask.
• Must be able to work variable schedule(s) and overtime as necessary.

*We are committed to building an inclusive workplace that values diversity and inclusion and reflects the diversity of the community and patients we serve.

Job Type: Full-time

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Flexible schedule
• Health insurance
• On-the-job training
• Paid time off
• Parental leave
• Professional development assistance
• Referral program
• Vision insurance
• Work from home

Experience level:

• 1 year
• 2 years

Weekly day range:

• Monday to Friday

Work setting:

• Call center
• Hybrid work

Ability to Relocate:

• Stamford, CT: Relocate before starting work (Required)

Work Location: Hybrid remote in Stamford, CT