The Quality Monitoring Specialist is responsible for monitoring phone calls answered by Clinical Call Center staff to insure that the quality of information relayed is consistent with current guidelines and demonstrates a professional member-focused approach.

Essential Functions:

- Monitors a subset of each employee's phone volume to ensure positive member interaction and adherence to scheduling guidelines and call process.
- The two methods of monitoring are remote and side by side coaching.
- Both perform different levels of quality control and, used jointly, can be very effective in raising the caliber of performance.
- The outcome of remote monitoring is the evaluation and documentation of performance as it relates to pre-recorded calls.
- The outcome of side-by-side coaching is same-time evaluation and documentation of performance.
- Communicates results of monitoring:
- Gives immediate feedback during side by side coaching, providing real-time evaluation of calls and direct individualized intervention.
- Interfaces daily with Quality Coach to communicate results of monitoring efforts (both real-time and recorded calls) promoting the development of further training material and imparting the necessary data for evaluation of recent training efforts.
- Analyzes and communicates with Quality Coach regarding patterns and trends in individual and team performance.
- Maintains knowledge and competency related to all changes in appointment guidelines, regional pilots, system enhancements and any changes which could affect patient interaction and the appointment making process.
- Helps the Quality Coach gather materials for training and, at times, assists with delivering training modules developed by the Coach.
- Performs other duties assigned.

Basic Qualifications:

- Two (2) years of experience in the Clinical Call Center required.
- High school diploma or equivalent required.
- Excellent communication skills with a strong customer focus required.
- Strong coaching skills required.
- Knowledge of Health Connect and fluency in appointment guidelines required.
- Familiarity with telephony required.
- Computer literacy required.

Preferred Qualifications:

- Familiarity with word processing and spreadsheet applications preferred.