Job Summary

We are ExceptionalLee caring.

Why choose to be part of our community? Having a career with Lee Health offers exceptional benefits package (including 5% retirement match), and market competitive salary. Because we care.

Candidate must have minimum of 2 years of call quality experience required.

Call Center Quality Specialist is responsible for the quality of inbound/outbound calls for patient registration & scheduling. The goal for this position is to ensure high-quality service for patients, ensuring accuracy of information.

Job Requirements

Responsibilities:

Educational Requirements

High School diploma or equivalent required.

Experience Requirements

A minimum of 2 years of call quality experience required.

Call center experience strongly preferred.

Proven process improvement experience preferred.

Experience with Epic, Cisco and a QA system strongly preferred.

Experience with various call recording and EMR platforms preferred, not required

State of Florida Licensure Requirements

Certifications/Registration Requirements

Other Requirements

Ability to provide an exceptional client experience.

Skilled in verbal and written communication to analyze, interpret and address participant needs

Knowledge of contact services industry and best practice methods.

Skilled in verbal and written communications to analyze, interpret and address client needs.

Knowledge of contact services industry and best practice methods.

Knowledge of Patient satisfaction and Net Promoter Score (NPS) methodology.

Excellent presentation skills.

Exceptional ability in PC applications including MS Office (Word, Excel, PowerPoint, Outlook).

Ability to work in a time-critical environment.

Ability to be flexible and quickly adapt to changing business needs and processes.

Knowledge of office equipment, including but not limited to telephone, copy machine, fax, printer

Knowledge of medical terminology and health insurance preferred.

US:FL:Fort Myers