This role is responsible for driving adherence to the quality policy and quality objectives. This support member ensures that operations adhere to the business unit?s Service Quality Plan by performing the defined scope and duties in quality planning, quality assurance, quality control, quality reporting and quality improvement to drive superior stakeholder experience.Associate-PHRN-Operations Quality

DUTIES & RESPONSIBILITIES:

Performance Management:

• Responsible for monitoring in an objective fashion all customer contact points. (Web, voice, e-mail, white mail.)
• Responsible for reporting all behavior that does not conform to the quality standards set by the company and the account management.
• Designs and implements reports to establish patterns and trends of quality issues as they may arise.
• Provides quantifiable data to all quality judgments that are made.
• Works with operations as an auditor as well as regulator of quality issues.
• Works with Training and Operations to provide trend reports to address any issues that need refresher training.
• Conducts calibration session with the client and with Operations.
• Conducts product specific coaching sessions with the agents regarding trends and quality.
• Responsible in releasing updates and training flashes to Operations and Training group.
• Handles incoming calls and/ or escalated calls and meets telephone productivity standards. 
• Follows other tasks and/ or offline tasks assigned by his Training/ Quality Managers.

Process Improvement:

• Offers suggestion for continuous improvement of processes and systems.

General Safety and Security

• Protects the organization?s assets by upholding the principles of the Quality Information Security Management System (QISMS)
• Ensures confidentiality, integrity, and availability of information critical to fulfilling the organization?s business functions.
• Remain compliant with the relevant business, local and international regulatory and legislative requirements particularly the Health Insurance Portability and Accountability Act of 1996 (HIPAA), HITECH Act and URAC

COMPETENCY REQUIREMENTS:

With Basic Competency Level in the ff.:

Excellent interpersonal skills Ability to understand and interpret policy provisions.  Product knowledge Typing Skills Problem Solving Skills

With Moderate Competency Level in the ff.:

US Healthcare Delivery System Philippine Healthcare Delivery System Clinical Skills US Healthcare 101 Customer Service orientation Computer literate Interpersonal Skills Sense of Urgency Passion for Excellence

Experience and OTHER REQUIREMENTS:

Experience:

Minimum 6 months call center experience in supported account
?Must be a regular and certified employee in their current role
?Has no disciplinary action for the past 6 months.
?Must meet a minimum of 4 out of 6 months on all KPIs with outstanding attendance record.
?No critical Incidents reported
?With Good Communication, Presentation, Interpersonal and Analytical skills
?Experience on actual analysis is a plus
?Preferably with strong Healthcare background
?Must have the ability to engage and influence people across levels of the organization
?Able to drive change and manage team performance
?Willing to be assigned to Iloilo or Manila

Mandatory Skills:

?Highly-focused, detail-oriented, and client-centric mindset
?Capable of setting and meeting deadlines
?Ability to manage time effectively
?Excellent communication skills
?Proven problem-solving skills
?Ability to work well in both independent and highly collaborative settings
?Ability to excel in fast-paced work environment
?High degree of proficiency in relevant computer skills (MS Office)

Roles & responsibilities:

Call/Transaction Monitoring:
?Responsible for monitoring voice and/or non-voice transactions in an objective fashion. (Web, voice, e-mail, white mail)
?Encodes evaluations in a central repository and summarizes/analyses results
?Identify customer?s contact reasons and pain points/sentiments
?Works with Operations as an auditor as well as regulator of quality issues.

Customer Experience:
?Responsible for evaluating customer surveyed calls, including but not limited to Detractor and Passive rated surveys
?Evaluates surveyed calls based on customer survey verbatim and through call listening
?Provide actionable insights to Operations based on the summary/ analysis done on the surveyed calls
?Call out any mismatch between survey verbatim and call listening

Calibration:
?Conducts Calibration Sessions with the Client and with Operations

Reporting:
?Designs and implements reports to establish patterns and trends of Quality and CSAT issues as they may arise.
?Works with Training and Operations to provide trend reports to address any issues that need refresher training or that may be newly discovered
?Provides updated, accurate and timely reports as required to the Quality Lead/Manager
?Reports all behavior that does not conform to the Quality and CSAT standards set by the company and the account management.

The above statements are intended to indicate the general nature and level of work being performed by employees within this classification. They are not intended to be an exhaustive list of all responsibilities, duties and skills required of employees assigned to this job. Employees in this job may perform other duties as assigned.

Reports to: 

Quality Assurance Supervisor/Lead

Education and/or Experience:

• Preferably an Active Philippines Certified Registered Nurse (RN) with minimum 2 years post education clinical experience.
• Or Graduate of any 4-year course, preferably of a life-science course with 1 ? 2 years of relevant work experience gained in a customer service-oriented environment.

Certificates, Licenses, Registrations:

• Active Philippine Certified Registered Nurse (RN) and country mandated license requirements.
• For USRN Lines of Businesses: Unrestricted US Certified Registered Nurse (USRN) license, state license requirements, CEUs and state mandate requirements.

Language Skills:

English, additional language a plus. Strong communication and interpersonal skills.

Computer Skills:

MS Office.

Work environment:

• The work environment is professional, office.
• Business casual attire.

Physical demands:

May require weekend, evening or shifting work schedule.

Quezon City, Bridgetowne ZetaPhilippines