Associate Manager Clinical Operations overseeing team management and training at Thermo Fisher Scientific. Collaborating with leadership for project optimization and staff development.
About the role
- Associate Quality and Process Improvement Analyst at UBC managing call quality performance and reporting for front-line staff. Involves evaluating call outcomes, documentation, and supporting program management.
Responsibilities
- Manage, monitor, and report on the overall call and quality performance for assigned front line staff.
- Responsible for the evaluation, reporting, communication, and ongoing analysis of all call quality outcomes including call recordings, case management, and offline and patient journeys.
- Responsible for documenting and reporting performance issues to Patient Service Center leadership.
- Provide trend data to various leaders within the organization during client and project implementations and ongoing through client and internal calibrations.
- Help drive improvements by scoring to initiatives that drive strategic imperatives.
- Demonstrate a high level of judgment and problem-solving skills when monitoring employee phone calls to ensure appropriate performance is being achieved.
- Responsible for daily monitoring of front-line staff patient interactions through Inbound and Outbound calls, including e-mail interactions and use of internal systems.
- Strong attention to detail and analytical skills are required to perform this job well.
Requirements
- High school diploma required, Bachelor’s degree or equivalent experience preferred
- 2 to 4 years equivalent job experience; Quality monitoring experience preferred
- No certifications required, ASQ and PMP certification preferred
- Excellent EXCEL skills required
- General PC skills including proficiency in Microsoft office, including Microsoft Access
- Strong customer service/quality background.
- Excellent verbal and written communications skills.
- Strong prioritization skills.
- Ability to meet daily / monthly production goals.
- High regard for superior quality of service.
- Strong analytical skills
Benefits
- Remote opportunities
- Competitive salaries
- Growth opportunities for promotion
- 401K with company match*
- Tuition reimbursement
- Flexible work environment
- Discretionary PTO (Paid Time Off)
- Paid Holidays
- Employee assistance programs
- Medical, Dental, and vision coverage
- HSA/FSA
- Telemedicine (Virtual doctor appointments)
- Wellness program
- Adoption assistance
- Short term disability
- Long term disability
- Life insurance
- Discount programs
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
Tech skills
Location requirements
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