Call Center Representative assisting customers through phone, chat, and email at Duke Energy. Providing high quality customer service and ensuring customer satisfaction while managing billing and credit issues.
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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