STAMFORD HEALTH IS COMMITTED TO PREVENTING THE SPREAD OF INFECTIOUS DISEASES AND CARES ABOUT YOUR HEALTH AND THE HEALTH OF OUR EMPLOYEES. TO THAT END, IF YOU ARE INVITED TO INTERVIEW IN ONE OF OUR OFFICES/CAMPUSES, AND YOU OR A MEMBER OF YOUR FAMILY AND/OR SIGNIFICANT OTHER IS EXPERIENCING SYMPTOMS (I.E. FEVER, COUGHING OR OTHER RESPIRATORY SYMPTOMS), OR YOU SIMPLY DON’T FEEL WELL, PLEASE INFORM THE HR REPRESENTATIVE IMMEDIATELY SO WE MAY SCHEDULE YOUR INTERVIEW FOR A LATER DATE. WHEN ARRIVING ON OUR CAMPUS OR SITE WHETHER FOR AN INTERVIEW OR TO BEGIN YOUR EMPLOYMENT WITH US, PLEASE NOTE IT IS IMPERATIVE YOU ABIDE BY CT STATE GUIDELINES ON TRAVEL ADVISORY WHICH CAN BE FOUND HERE https://portal.ct.gov/Coronavirus/Travel.  PLEASE SCHEDULE ACCORDINGLY AND UPDATE YOUR HR REPRESENTATIVE IMMEDIATELY TO MAKE ANY NECESSARY ARRANGEMENTS/ADJUSTMENTS TO SCHEDULING.

ABOUT STAMFORD HEALTH

Stamford Health is a non-profit independent healthcare system with more than 3,500 employees committed to compassionately caring for the community and offering a wide-range of high-quality health and wellness services.  Patients and their families can rely on comprehensive person-centered care through the system’s 305-bed Stamford Hospital; Stamford Health Medical Group, with more than 30 offices in lower Fairfield County offering primary and specialty care; a growing number of ambulatory locations across the region; and support through the Stamford Hospital Foundation. Stamford Health is also a major teaching affiliate of the Columbia University College of Physicians and Surgeons. Dedicated to being the community’s most trusted healthcare partner, Stamford Health puts patients first to build long-lasting relationships.  For more information, visit StamfordHealth.org. Like us on Facebook and follow us on Twitter, YouTube, and Linked In.

 JOB SUMMARY:

The Contact Center Quality Assurance Analyst is responsible for quality monitoring incoming and outgoing calls via voice, chat and email and associated documentation and scheduling of the Contact Center Agents/ Receptionists Schedulers. He/she will provide actionable insight and assessing the quality of the performance of Contact Center Agents throughout SHMG who handle inbound/outbound calls with our existing and potential patients.

MAJOR ACCOUNTABILITIES/CRITICAL RESPONSIBILITIES:

1. Coordinate and facilitate call calibration sessions for all SHMG Contact Center staff throughout the organization.
2. Provides feedback and prepares weekly and monthly reporting to SHMG leadership regarding staff performance. 
3. Effectively measure compliance against established expectations of the role and responsibilities of a Contact Center Agent. (QUALITY REQUIREMENTS WILL DIFFER DEPENDING ON THE DEPARTMENT) 
4. Monitor, listen and evaluate calls in 3 ways: live, recorded and side by side while communicating feedback to encourage and discourage certain practices. 
5. Evaluate and identify key behaviors that improve the patient experience.
6. Detect broken internal processes, skills gaps and make an informed decision on how to bridge the gap and other areas of the organization that may be impacted by these changes. 
7. Monitor healthcare industry trends (I.E., TOP MISSED POINTS) month to month at the agent and organizational level. 
8. Effectively research and report what other healthcare organizations are practicing improving the patient experience. 
9. Take the acquired trend information to incorporate it into a customized solution for improving Press Ganey results the organization and process improvement ideas based on data analysis and review. 
10. Provide an impartial means to measure the organization’s strengths and weaknesses against the competitors in the healthcare market. 
11. Effectively create a competitive analysis program to communicate regularly with senior leadership to help make the SHMG Contact Center the best in the market.
12. Design evaluation programs that remain focused on maintaining positive patient experiences.
13. Assist in departmental cross-training for quality assurance.

Required Skills

QUALIFICATIONS/REQUIREMENTS:

1. HS diploma or equivalent required.  Associates preferred.
2. 2 to 3 years’ experience in a call center or customer service environment with emphasis on quality improvement.
3. Strong interpersonal skills with the ability to be self-directed and an attention to details.
4. Strong ability to communicate tactfully, verbally in writing and in person with department heads, managers, and coworkers.
5. Proficient with Microsoft Office – Word, Excel, and PowerPoint

Required Experience

QUALIFICATIONS/REQUIREMENTS:

1. HS diploma or equivalent required.  Associates preferred.
2. 2 to 3 years’ experience in a call center or customer service environment with emphasis on quality improvement.
3. Strong interpersonal skills with the ability to be self-directed and an attention to details.
4. Strong ability to communicate tactfully, verbally in writing and in person with department heads, managers, and coworkers.
5. Proficient with Microsoft Office – Word, Excel, and PowerPoint