Matrix Medical Network is the leading provider of in-home, facility and community based care management services and solutions to health plans. Founded in 2000 and headquartered in Scottsdale, Arizona, with a regional office in Largo, Florida. Matrix has a national clinical organization which provides high-touch, in-home care to help health plans balance cost and revenue, grow membership and improve the quality of care. After nearly doubling in size in recent years, Matrix continues to be well positioned for continued expansion.
Background & Benefits:
Matrix Medical Network offers you challenging, meaningful work and the power to help make a difference in the health and well-being of others. Our engaging and rewarding work environment has been recognized as a “Top 100 Workplace” in 2019, 2018, 2015 & 2014 by the Tampa Bay Times. We were also named “Large Business of the Year” in 2014 by the Clearwater Chamber of Commerce.
We provide excellent training, great work culture and an energetic team environment. Additionally, we offer competitive starting pay. Benefits include health, dental, vision and matching 401(k).
Reporting to the Quality Support Manager, the Quality Support Representative (QSR) is responsible for cultivating team and individual, both CSCs and MRs, growth through monitoring incoming/outgoing calls, call behaviors, coaching, mentoring, metric interpretation and associated documentation of the Contact Center for quality. They will also be a support resource to encourage collaboration among assigned team members and other members of Member Relations.
The Quality Support Representative will support the direction from the Senior Leadership Team of the Contact Center in monitoring, observational feedback, driving performance expectations, execution and delivery of initiatives and processes designed to improve the efficiency and effectiveness of our agents within the Contact Center.
Primary interactions are with Associates and Operations Leaders. Significant interaction as well with all other departments within the Contact Center, including Clinical Support Services and Command Center.
Document daily and provide weekly recaps to identify areas of opportunities for the Contact Center through observations and actions.
Travel Requirements No travel required
Matrix Medical Network is a proud equal opportunity employer