Matrix Medical Network

  • Quality Assurance Representative - Scottsdale, AZ

    Posted Date 1 week ago(9/13/2019 11:11 AM)
    Job ID
    2019-8828
    # of Openings
    1
    Category
    Contact Center
    Type
    Full Time Regular
  • Overview

    Social Media_corporate 7 for iCIMS

    The Company:

    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).

     

    Qualifications:

    • Minimum of 9 months of Contact Center experience; Health Care definitely a plus.
    • Must have a proven track record of providing excellent Member experience, while balancing the need for attention to details.
    • Must have excellent verbal and written communication skills, with good command of the English language, in addition to strong interpersonal skills.
    • Must be comfortable speaking in small or larger audiences when providing feedback.
    • Proficient in MS Office applications, including, Outlook, Word and Excel, SharePoint

    Responsibilities

    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.

     

    • Ensures that contact center calls (live and pre-recorded) are adhered to by monitoring and providing consistent feedback for continuous improvement for all agents 
    • Daily coaching of all monitor calls with a written recap to the associate and Operations Leaders
    • Provide constant and reliable verbal feedback to daily interactions, execution of processes or delivery of initiatives to the Manager of Quality Support
    • Be an active participant of QO model
    • Responsible for creating, providing and supporting a work environment focused on coaching, mentoring, and driving processes designed to assist agents in achieving their full potential.
    • Supports new hires through the nesting phase to drive performance by consistent motivation, coaching and sharing best practice
    • Conduct reverse Y cording with associate when appropriate.
    • Document daily and provide weekly recaps to identify areas of opportunities for the Contact Center through observations and actions.

    • Participate in strategies to provide daily/frequent motivation to the Contact Center agents aligned to objectives being driven.
    • Interprets, analyzes data and monitor call behaviors including ACW, call times, breaks and long/short calls in order to assist OL in coaching to these behaviors using Five9, Tableau, SharePoint, Access Databases and other reporting tools.
    • Ensures compliance of department policies and procedures as well as all forms of communication within the contact center.
    • Participates in assessment of training needs and activities to improve performance.
    • Work with the Operations Leaders, Clinical Support Services and Training Associate to conducts trainings and initiatives as needed on quality topics
    • Remain current on departmental updates by reading and understanding documentation provided through e-mail, team meetings, center handouts and training.
    • Use quality monitoring data to compile and track and report performance at the team and individual level.
    • Evaluates results in aggregate to identify learning deficits and opportunities for performance improvement activities.
    • Provides actionable data to various internal support groups as needed. Reviews documentation and reports compliance with Matrix standards.
    • Operates various office equipment, including but not limited to telephones and computers
    • OB/IB dialing based on Contact Center needs
    • Performs other duties as assigned

    Qualifications

    • Minimum of 9 months of Contact Center experience; Health Care definitely a plus.
    • Must have a proven track record of providing excellent Member experience, while balancing the need for attention to details.
    • Must have excellent verbal and written communication skills, with good command of the English language, in addition to strong interpersonal skills.
    • Must be comfortable speaking in small or larger audiences when providing feedback.
    • Proficient in MS Office applications, including, Outlook, Word and Excel, SharePoint

    Educational Requirements

    • High School Diploma or a GED equivalent combination of education and related experience. Associate Degree preferred.

    Travel Requirements No travel required

     

     

    Matrix Medical Network is a proud equal opportunity employer

     

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