- Junior
- Ufficio in Guaynabo
Description: The Quality Agent offers active support to the supervisors. He/she should understand and communicate new policies and protocols, answer questions, coach agents. She/he provides immediate solutions for quality improvement initiatives throughout the organization.
Essential Duties:
- Identify and communicate any improvement needs to the Call Center Solutions and Operations Manager, regarding quality dimensions.
- Monitor calls and perform agent evaluations using internal and external monitoring tools, discuss the results with the employees providing individualized coaching on a daily basis.
- Design and distribute new reference materials and job aids among the Call Center agents.
- Document extraordinary situations regarding the Call Center performance towards Quality Metrics and establish immediate correction plans with the Call Center Solutions and Operations Manager.
- Analyze historical monitoring results for the Call Center, design and present Action Plans to achieve better quality indicators’ alignment with our clients’ expectation.
- Participate in new agents On Boarding Process; facilitating trainings and coaching sessions, as required by Training and Development Unit.
- Participate in internal and external meetings, as requested by the Call Center Solutions and Operations Manager.
- Ensure confidentiality and compliance with all state and federal regulations applicable to Health Call Centers; including HIPAA and internal policy for disposing of confidential information material.
- Notify any expose of Protected Health Information to the supervisor immediately.
- Comply with medullar trainings and all procedures established by regulatory agencies, contractual requirements and any applicable certification standards (including but not limited to URAC, among others).
Requirements:
- Bachelor degree in business administration, social sciences, or equivalent
- Minimum of one year of experience in call centers’ scenarios
- One year of experience as Customer Representative
- Hands on experience with MS Word, Power Point, Excel, Call Copy, among others
- Bilingual (English and Spanish)
What are the benefits of being part of our team as a Service Representative in the Health field?
- Probation Period: 180 days (6 months)
- Leave Entitlements:
- 15 days of vacation leave
- 12 days of sick leave
- Vacation accrues at 10 hours per month
- Sick leave accrues at 8 hours per month
- Health Insurance: Includes employer contribution
- Retirement Plan: 401(k)
- Training: In-service training covering regulatory aspects and health topics
- Telemedicine Access: 24/7 virtual medical consultations
- Wellness Programs: Employee health and wellness initiatives
- Career Development: Opportunities for growth and professional advancement
- Social Impact: Contribute to the health and well-being of the population
- Paid Leave Benefits: Additional paid leave options available
Job Type: Full-time
Workplace: Onsite in Guaynabo, PR and Mayaguez, PR
EQUAL EMPLOYMENT OPPORTUNITY EMPLOYER - (EEOC)
