Contact Center Quality Analyst, Sr. jobs in Albuquerque, NM

Overview

Join our team as a day shift, full-time, Call Center Scheduler in Albuquerque, NM.

Fulfilling your purpose begins here:

People First, Always. Here’s how we take care of our people:

• Medical, vision, dental health insurance, health savings account / flexible spending, competitive pay, paid time off, 401k retirement plan with company match, employee assistance program and more.

Your team is bigger than your department:

• Lovelace Health System includes six hospitals, 51 health care clinics and seven outpatient therapy clinics, with 619 inpatient beds and employs a team of more than 3,400, including more than 263 health care providers.
• We believe healthcare is a team sport and every player has something to contribute. We show compassion, celebrate differences and treat one another with respect.

Responsibilities

• Provide world-class customer service through positive interaction and continuously elevate customer/patient satisfaction and experience
• Accurately schedule and pre-register all patients for the region into six different computer programs for procedures and exams.
• Identify and resolve customer needs to achieve First Call Resolution (FCR)
• Meet/exceed established industry standard service goals and key performance indicators (KPIs) such as Average Handle Time (AHT), Not Ready (ACW), Commitment to Schedule, Quality Assurance, Abandonment Rates, and Average Speed of Answer (ASA).
• Demonstrate high levels of flexibility and adaptability
• Able to answer an average of 78 – 90 calls/day

Qualifications

Job Requirements

• High School Diploma or GED equivalent

Preferred Job Requirements

• One (1) year related experience
• Medical Terminology Courses