Description:
-Notes from discovery call: Candidate must have flexibility and adaptability for this position. -The candidate will support call quality program, attend weekly meetings and provide reporting. - This position supports provider navigation area. -Candidate must have excellent communication skills.
-Seeking candidates with the ability to multi-task, research issues, and identify root causes. -Candidates need to be able to collaborate with stake holders, teammates, understand policies, be knowledgeable on how to tell story with data, and have excellent communication skills.
-As a part of the Provider Navigator's team, the Consumer Experience Representative will play a role in partnering with internal and external teams and work cross-functionally to meet needs of the organization.
-The ideal candidate will be a self-starter who can work in a rapidly changing environment, will tolerate ambiguity, and will demonstrate problem-solving. -Candidate will be analyzing and reviewing data to help proactively identify opportunities for improvement.
-The Consumer Experience Representative performs varied activities and moderately complex administrative/operational/customer support assignments including reviewing provider phone calls for accuracy, completing evaluations on call quality, and reviewing areas for system and process improvement. -The Consumer Experience Representative works within defined parameters to identify work expectations and quality standards, but has some latitude over prioritization/timing, and works under minimal direction.
Required Qualifications -High School Diploma -1 - 3 years of consumer operations experience -Intermediate in Microsoft Word, PowerPoint and Excel -Prior call center experience -Commitment to preserving confidentiality -Ability to prioritize work tasks/projects -Must be passionate about contributing to an organization focused on continuously improving consumer experiences -Flexibility with hours to include possible OT
Preferred Qualifications -Bachelor's Degree -Knowledge of Access -Healthcare care experience
|