Contact Center Specialist I supporting client interactions for financial inquiries. Providing quality customer service through inbound calls in a flexible work environment.
About the role
- Call Center Quality Specialist ensuring compliance and quality service for patients at Biologics by McKesson. Fostering quality culture and improving operational processes.
Responsibilities
- Execute the Quality Control monitoring program with a proactive, action-oriented focus to exceed customer expectations, as well as industry and regulatory quality standards.
- Evaluate people, process and technology improvements to enhance Biologics’ ability to improve customer satisfaction and maintain compliance.
- This includes, but not limited to: Operations workflow, Telephone interactions, Documentation processes, Timeliness and accuracy of processes versus performance metric goals, Compliance to HIPAA and Adverse Events.
- Be fair and consistent with feedback and assume positive intent when providing feedback while considering how the recipient may receive the feedback.
- Give actionable recommendations for improvement.
- Document and report findings of identified opportunities for improvement and/or instances of variance from procedure in a timely manner.
- Formulate recommendations to improve team quality and track action/ remediation efforts with a focus on continuous improvement.
- Work collaboratively with Quality Assurance to ensure congruent quality efforts and knowledge transfer.
- Provide support by working with Program Management and Business Intelligence to pull and analyze data reports.
Requirements
- Typically requires 5+ years of related experience
- Proficiency in Microsoft Word, Excel, and PowerPoint applications
- Strong quality orientation including the ability to focus on details and adherence to standards
- Ability to communicate effectively, both written and oral
- Strong problem-solver with the ability to present issues clearly and provide answers
- Highly motivated and committed to excellence with a positive attitude
- Able to accept and deliver feedback from and to all levels within the organization
- Healthcare or pharmacy experience a plus
- 1 year quality experience a plus
- Bachelors or equivalent experience in a related field a plus
Benefits
- competitive compensation package
- health insurance
- flexible work arrangements
- professional development opportunities
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