Contact Center Quality Analyst jobs in Lebanon, PA

Penn State Health - Milton S. Hershey Medical Center

Location : US:PA:Hershey
Work Type : Full Time
FTE : 1.00
Shift : Day
Hours : 8:30a-5:00p Monday - Friday Every 5th Weekend 6:00a-2:00p

SUMMARY OF POSITION :

Provides a high quality experience for the patients and physicians of Penn State Health and acts as the first point of contact for various patient needs including scheduling, registrations, access and general information, and appointment confirmation. Provides essential telephone coverage from 6:00am-10:00pm 365 days per year for Contact Center responsibilities including the Careline, MD Network, MD Network Pediatrics, and Patient Relations inbound phone queues that support the entire medical institution including the hospital, Medical Group, College of Medicine, and across all Penn State Health locations. Deploys excellent customer service engagement skills by phone and electronic mail. Responsible to accurately process a high volume and wide variety of calls by determining the caller’s specific needs, assisting the caller, or redirecting the caller to the proper location for assistance. Ensure that all calls are answered accurately and timely, maintain efficiency with all departmental processes and procedures.

MINIMUM QUALIFICATIONS:

High School Diploma required.

1 year of job related experience required.

Ability to successfully complete a hands-on training program, including all phone applications, computer programs, and software applications that support the Contact Center daily operations required.

KNOWLEDGE, SKILLS, & ABILITIES:

Ability to maintain and utilize proficient knowledge in in all department processes, procedures and software applications that support for the daily operations of the Contact Center including Centuarus, Smart Web, Cerner, Powerchart, Outlook, Decision Tree and Microsoft folders.

High level of service excellence in all interactions with patients, business partners, and team members according to established behavioral standards.

Excellent customer service, interpersonal communication, problem solving and computer skills.

Strong oral and written communication skills, decision making and resilience.

Critical thinking skills and good judgment under pressure.

High level of professional and ethical standards and performance.

Ability to acquire and maintain proficient knowledge in policies and procedures including scheduling, referrals, paging, and location information.

PREFERRED QUALIFICATIONS:

Experience including word processing, scheduling, telephone call center system, medical office, or medical terminology preferred.

High volume call center experience preferred.

This job description is a general outline of duties performed and is not to be misconstrued as encompassing all duties performed within the position. All individuals (including current employees) selected for a position will undergo a background check appropriate for the position's responsibilities.

Penn State Health is fundamentally committed to the diversity of our faculty and staff. We believe diversity is unapologetically expressing itself through every person's perspectives and lived experiences. We are an equal opportunity and affirmative action employer. All qualified applicants will receive consideration for employment without regard to age, color, disability, gender identity or expression, marital status, national or ethnic origin, political affiliation, race, religion, sex (including pregnancy), sexual orientation, veteran status, and family medical or genetic information. If you are unable to use our online application process due to an impairment or disability, please call 717-531-8440 between the hours of 7:30 AM and 4:30 PM, Eastern Standard Time, Monday through Friday, email hrsolutions@pennstatehealth.psu.edu or download our Accommodation Instructions for Job Applicants PDF for more detailed steps for assistance.

Union : Non Bargained