Job Summary:
WELLBE INTRODUCTION
The WellBe care model is a Physician Led Advanced Practice clinician driven geriatric care (care of older adults) team focused on the care of the frail, poly-chronic, elderly Medicare Advantage patients. This population is typically underserved and very challenged with access to care. To address these problems, we have elected to bring the care to the patient, instead of trying to bring the patient to the care. Care is provided throughout the entire continuum of care – from chronic care and urgent care in the home, to hospital, to skilled nursing facility, to assisted living, to palliative care, to end of life care. WellBe's physician/advanced practicing clinician led geriatric care teams’ partner with the patient’s primary care physician to provide concierge level geriatric medical care and social support in the home as well as delivering and coordinating across the entire care continuum.
GENERAL SUMMARY
Quality and Training Outreach Specialists is responsible for monitoring and evaluating outreach specialists teams based on the key performance indicators (KPIs) and metrics that have been established within WellBe. Completing call monitoring and audits from outreach specialists; as well as, supporting client, member and company complaint resolution and corrective actions. Work within the outreach center to support standardization of practice, support conflict resolution of agents, members and clients; as well as, support training during the training process of new hires.
Job Description:
SKILLS & COMPETENCIES
Required Skills and Abilities:
- Ensures that contact center calls (live and pre-recorded) are adhered to by monitoring and providing consistent feedback for continuous improvement for all agents through the applicable systems available
- Collaboration with Outreach Specialist supervisors to provide coaching opportunities of all monitored calls, sentiment scoring, and AI coaching recommendations with a verbal/written recap to the associate and Operations Leaders as applicable
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Provide constant and reliable verbal/written feedback to daily interactions, report trending, adherence to execution of defined processes or delivery of initiatives to the Quality Supervisor Outreach
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Be an active participant in the Quality and Outreach departments
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Must have excellent verbal and written communication skills, with good command of the English language, in addition to strong interpersonal skills. Bilingual is a plus
- Maintain department Quality based reporting (scores, trends, etc) of the Outreach Specialists in the appropriate system of use.
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Collaborate well with other agents and leadership to establish a positive team environment that supports and reinforces best-in-class customer service practices
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Monitor and evaluate Outreach Specialists performance for consistency in adherence to company guidelines and provide direct feedback to representatives regarding strengths and weaknesses via the use of call recording auditing techniques and practices in the appropriate systems of use (XSell, NICEInContact, ProcedureFlow).
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Provide program and agent performance reporting.
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Maintain proper documentation of call performance and call audits.
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Communicate potential identified call performance and quality related issues.
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Make recommendations to management regarding changes to policies and procedures; processing efficiencies; and support identifying trends and continuing education opportunities.
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Must be comfortable speaking when providing feedback.
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Collaborate with leadership to provide recommendations to help correct and improve the efforts of the Outreach team to meet established quality standards.
- Daily recommended opportunity coaching, recording of audit of all monitored calls to the outreach specialists and leadership teams
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Provide constant and reliable verbal feedback to daily interactions, execution of processes or delivery of initiatives to the Quality Outreach Supervisor as it relates to quality and training improvements
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Supports new hires through the training phase to promote quality standards and initiative to support best member experience
- Conduct - Y-cording with Outreach Specialists when appropriate.
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Use quality monitoring data and call monitoring to compile and track and report performance at the team and individual level.
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Supports the Quality Outreach Supervisor with evaluating results in aggregate to identify learning deficits and opportunities for performance improvement activities.
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Provide feedback or updates to training materials and process workflows (i.e. Procedure Flow, Lucid Chart)
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Create training and remediation plans to outreach specialists with high quality errors
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Collaborate with market and IT partners to ensure consistent scheduling practices across the organization.
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Operates various office equipment, including but not limited to telephones and computers
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Performs other duties as assigned
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Other tasks needed to accomplish team’s objectives/goals
Job Requirements:
Qualifications
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High School education/GED or equivalent combination of education and experience
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2+years Call/Contact center background experience, prefer experience in health care
- 1+ years experience in contact center quality programs or equivalent experience, ability, and aptitude to learn quality assurance
- Previous work experience with Procedure Flow preferred
- Previous work experience with NiceInContact Max Agent preferred
- Previous work experience with XSell AI Assisted Coaching AI or similar AI preferred
Supervisory Responsibility: No supervisory responsibilities.
Travel requirements: Travel may be required up to 5% locally or nationally
Work Conditions:
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Ability to stand for extended periods
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Fine motor skills
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Visual acuity Standard office work conditions of sitting at desk and using electronic devices for long periods of time
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Office temperatures may vary
The preceding functions may not be comprehensive in scope regarding work performed by an employee assigned to this position classification. Management reserves the right to add, modify, change or rescind the work assignments of this position. Management also reserves the right to make reasonable accommodations so that a qualified employee(s) can perform the essential functions of this role.