Contact Center Quality Specialist

The Lancet

North America , USA

IT

Ending On: 10 Jul 2019 13 days to go

Keyskills

Job Description

We are looking for Contact Center Quality Specialist

Education:

Employment: Full-Time

Requirements: Salary: Competitive
Location: Minneapolis , MN, United States
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Requisition #
54900BR

Physical Location
Minneapolis, Minnesota

Posted Date
31-May-2019

Dept. Name
Customer Exp Ctr Admin

Hours Per Week
40

Contract
Noncontract

Introduction

Allina Health is dedicated to the prevention and treatment of illness and enhancing the greater health of individuals, families and communities throughout Minnesota and western Wisconsin. A not-for-profit health care system, Allina Health cares for patients from beginning to end-of-life through its 90+ clinics, 12 hospitals, 16 pharmacies, specialty care centers and specialty medical services that provide home care, senior transitions, hospice care, home oxygen and medical equipment, and emergency medical transportation services. Allina Health is a vibrant, growing organization with opportunities to suit your professional skills and a diverse work environment to match your specific interests. We believe employees are our greatest asset and are dedicated to helping you develop and maximize your professional skills.

The Commons, located in Minneapolis, is the headquarters of Allina Health, a not-for-profit health care organization serving patients and communities. Approximately 1,600 corporate and administrative service employees work at offices within Midtown Exchange, the site of the historic Sears retail complex at Chicago Avenue and E. Lake Street. This community landmark, adjacent to the campus of Abbott Northwestern Hospital, part of Allina Health, is the second largest building in Minnesota and includes offices, an internationally themed public market and residential units.

 

Responsibilities

Req ID: 54900

  • Evaluates Customer Experience Specialists’ (CES) interactions with customers by listening to calls, reviewing emails or chat transcripts, and provides scores using the Customer Experience Center’s proprietary service excellence program. Provides feedback to leadership regarding trends noticed during quality monitoring. Performs service line audits as needed to evaluate root causes of ongoing issues.


Education
  • Two years post high school education required.
  • Bachelor’s degree preferred.


Qualification/Skills

REQUIRED:
  • Two years of customer service experience required, with at least one year in a healthcare setting.
  • Experience and demonstrated ability to work collaboratively in a team environment and provide work direction.
  • Demonstrated proficiency with Microsoft Office applications through previous work and/or school experience.
  • Strong problem-solving skills with the ability to demonstrate critical thought processes.
  • Ability to partner with customers using excellent verbal and written communication skills.
  • Exceptional customer service skills with an “I can help you with that”/”patient first” philosophy.

PREFERRED:
  • Intradepartmental experience preferred.
  • Experience supporting an integrated Electronic Medical Records solution preferred.


Work Schedule
  • 40 hours per week
  • Non-contract
  • Benefit Eligible
  • Department is 24/7/365


Location/Community Information

Minneapolis boasts being both cosmopolitan yet small enough that you can find a place to call home whether on a lake, golf course, or in an adjoining suburb. With the fast pace of activity there are professional sports, theater, or enough parks for a quiet walk. The area has numerous schools and colleges, both public or private, and enough teams for all weekend athletes to join.
  • Located in Minneapolis
  • Population = 380,000
  • Service Area = 2,882,245

Community Resource Links:

Community Information School Digger

Explore Minnesota MN Dept of Education

Minneapolis St. Paul Magazine St. Paul Pioneer Press

Twin Cities Living Magazine Star Tribune

Closing

If you are interested in becoming part of our award winning team of professionals, please apply online today. Allina Health is committed to providing Equal Employment Opportunities to all employees and applicants. EO M/F/Disability/Vet Employer.

Requisition #
54900BR

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Company Profile

Employer: The Lancet

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Email:

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