Ensures accuracy of information and quality of delivery by monitoring telephone calls; recommending improvements; auditing activities and proactively uncovering information; performing qualitative and quantitative analysis and partnering with Call Center Manager to develop actionable recommendations for operational improvements. Audits patient/customer records to ensure proper workflow and compliance to required activities. Conducts complaint research and assists Call Manager with the development of Corrective Action Plans as necessary.
Monitors and evaluates the quality and content of inbound and/or outbound telephone calls and provides direct feedback to call center service representatives; identifies potential resource or skill gaps; audits patient/customer records; ensures proper workflow and compliance with department policies/procedures and industry standards; utilizes call recording applications in course of duties
Assists with providing training and education to Call Center Representatives. Makes recommendations to update training and policies and procedures
Recommends appropriate long-term staffing models to meet changing business needs
Interfaces with the Call Center Manager on escalation of service impacting issues, update initiatives to include expanding quality program scope and maintenance of call model guidelines
Analyzes historical data and trends to help forecast future contact volume and staff requirements
Creates and maintains a repository of internal monitoring results and feedback including data entry and reporting to further trends identifying Call Center Representatives performance and targets areas of improvement; ensures utilizes Excel and PowerPoint to present data
Creates and validates ongoing staffing models to ensure service level targets are consistently met
Creates optimal Call Center Representative schedules based on volume forecast, training goals, vacation plans, etc.
Determines root cause of performance problems through analysis of key performance indicators and partners with Call Center Manager and Trainer to define, develop and test actions that improve performance
Works with Call Center Manager in maintaining corrective action plans specific to clients, individuals and/or operational activities
Maintains professOional and technical knowledge by attending educational workshops; reviewing professional publications; establishing personal networks; benchmarking state-of-the-art practices; participating in professional societies
Adheres to HIPAA standards by maintaining patient confidentiality and privacy
Provides staffing coverage to Call Center Supervisor or Call Center Manager, as directed
Performs other duties as assigned
Reports to the Call Center Manager
High School Diploma or GED (Must provide proof at time of interview)is required
Three (3) years of Call Center experience focused around quality assurance is required
One (1) year of experience handling customer concerns and complaints is required is required
Prior experience leading and/or supervising Call Center operations is required is required
Intermediate Proficiency with Microsoft Office, especially Excel and PowerPoint is required
Must be able to work flexible hours, including nights and weekends is required
Must be able to travel to work sites throughout Cook County is required
Bachelor's Degree or higher from an accredited college or university is preferred
Call center experience in a healthcare related organization is preferred
Experience working with automated call recording and monitoring software such as Cicso is preferred
Bilingual is preferred
Knowledge, Skills, Abilities and Other Characteristics
Thorough knowledge of call center systems, procedures and processesKnowledge of principles and processes for providing customer serviceWorking knowledge of customer service standardsAbility to work with call recording applications
Excellent written and verbal communication skills and ability to motivate others
Strong analytical, critical thinking and decision making skills
Ability to maintain confidentiality
Process improvement skills
Ability to work independently or a part of team
Excellent organization and time management skills
Intermediate skill in the use of Microsoft Suite
Ability to multi-task in fast paced and stressful environment while meeting deadlines
Collaborative coaching skills for performance improvement
Ability to identify and translate process or system issues into proactive problem solving action steps a must
Must be able to travel to work sites throughout Cook County
When applying for employment with the Cook County Health & Hospitals System, preference is given to honorably discharged Veterans who have served in the Armed Forces of the United States for not less than 6 months of continuous service.
To take advantage of this preference a Veteran must:
Meet the minimum qualifications for the position.
Identify self as a Veteran on the employment application by answering yes to the question by answering yes to the question, "Are you a Military Veteran?"
Attach a copy of their DD 214, DD 215 or NGB 22 (Notice of Separation at time of application filing. Please note: If you have multiple DD214s, 215s, or NGB 22S, Please submit the one with the latest date. Coast Guard must submit a certified copy of the military separation from either the Department of Transportation (Before 9/11) or the Department of Homeland Security (After 9/11).
Discharge papers must list and Honorable Discharge Status. Discharge papers not listing an Honorable Discharge Status are not acceptable
A copy of a valid State ID Card or Driver's License which identifies the holder of the ID as a Veteran, may also be attached to the application at time of filing.
If items are not attached, you will not be eligible for Veteran Preference
VETERANS MUST PROVIDE ORIGINAL APPLICABLE DISCHARGE PAPERS OR APPLICABLE STATE ID CARD OR DRIVER'S LICENSE AT TIME OF INTERVIEW.
Medical, Dental, and Vision Coverage
Basic Term Life Insurance
Deferred Compensation Program
Paid Holidays, Vacation, and Sick Time
You may also qualify for the Public Service Loan Forgiveness Program (PSLF)
Degrees awarded outside of the United States with the exception of those awarded in one of the United States' territories and Canada must be credentialed by an approved U.S. credential evaluation service belonging to the National Association of Credential Evaluation Services (NACES) or the Association of International Credential Evaluators (AICE). Original credentialing documents must be presented at time of interview.
*Please note all offers of Employment are contingent upon the following conditions: satisfactory professional & employment references, healthcare and criminal background checks, appropriate licensure/certifications and the successful completion of a physical and pre-employment drug screen.
*CCHHS is strictly prohibited from conditioning, basing or knowingly prejudicing or affecting any term or aspect of County employment or hiring upon or because of any political reason or factor.
COOK COUNTY GOVERNMENT IS AN EQUAL OPPORTUNITY EMPLOYER
ABOUT COOK COUNTY HEALTH (CCH)
The Cook County Health’s mission is to deliver integrated health services with dignity and respect regardless of a patient’s ability to pay; foster partnerships with other health providers and communities to enhance the health of the public; and advocate for policies that promote the physical, mental and social wellbeing of the people of Cook County.
CCH is comprised of two hospitals, John H. Stroger, Jr. Hospital and Provident Hospital, a robust network of more than a dozen community health centers, the Ruth M. Rothstein CORE Center, the Community Triage Center, the Cook County Department of Public Health, Cermak Health Services, which provides health care to individuals at the Cook County Jail and the Juvenile Temporary Detention Center, and CountyCare, a Medicaid managed care health plan.
The system cares for more than 300,000 patients each year and its physicians are experts in their fields, committed to providing their patients with comprehensive, compassionate and cutting-edge care. Today, CCH is transforming the provision of health care in Cook County by promoting community-based primary and preventive care, growing an innovative, ...collaborative health plan and enhancing the patient experience.
COOK COUNTY HEALTH IS AN EQUAL OPPORTUNITY EMPLOYER