Quality Care Specialist

• Day 1 Medical, supplemental health, dental & vision for FT employees who work 30+ hours
• Best-in-class well-being programs
• Annual, no-cost health assessment program Blueprint for Wellness®
• healthyMINDS mental health program
• Vacation and Health/Flex Time
• 6 Holidays plus 1 "MyDay" off
• FinFit financial coaching and services
• 401(k) pre-tax and/or Roth IRA with company match up to 5% after 12 months of service
• Employee stock purchase plan
• Life and disability insurance, plus buy-up option
• Flexible Spending Accounts
• Annual incentive plans
• Matching gifts program
• Education assistance through MyQuest for Education
• Career advancement opportunities
• and so much more!

• Investigate and resolve problem trackings.
• Identify top defects and develop solutions for common errors.
• Use quality monitoring data management system to compile and track performance at team and individual level.
• Conduct direct observations.
• Monitor electronic (email, fax, etc.) customer contacts.
• Create training materials and job aids.
• Ensure accurate communication and complete documentation for each call.
• Provide coaching on improvement opportunities and implements development plans (when required).
• Support the QC Coordinators with any escalation, coaching, or monitoring’s they need assistance with, including providing information for employee performance improvement plans.
• Prepare and analyze internal and external quality reports for management staff review.
• Participate in design of call monitoring program and quality standards.
• Calibrate quality assurance scoring with Supervisors, Trainers and WFM Analyst on a regular basis.
• Participate in the ongoing improvement and re-engineering of contact center processes; continually examines opportunities for quality improvements and adherence.
• Perform other duties as assigned to meet the business needs or customer requirements. This is not an exhaustive list of all duties and responsibilities, but rather a general description of work performed by the position.

• Sitting for long periods of time.
• Repeating motions that may include the wrists, hands and/or fingers. (Typing)

• Proper telephone etiquette to handle customer inquiries.
• Strong knowledge of client service processes and technology.
• Basic knowledge of operating office equipment.
• Broad understanding of the laboratory business and its service requirements.
• Knowledge of medical and laboratory terminology.
• Understand the importance of Quality Service and how it is measured.

• Excellent interpersonal and communication skills (oral and written) necessary to effectively interact with customers and co-workers.
• Must be detail-oriented, have the ability to work independently and as part of a team, establish work priorities and to handle several tasks simultaneously for maximum department efficiency.
• Proficiency in Microsoft Office (Word, Excel and Outlook) and Laboratory Information Systems.
• Proficient in call quality monitoring systems or subsystems preferred.
• Strong organizational skills.
• Ability to analyze and solve problems.
• Ability to maintain professional and tactful manner in stressful situations.
• Ability to deal with client information in a confidential.

Equal Opportunity Employer: Race/Color/Sex/Sexual Orientation/Gender Identity/Religion/National Origin/Disability/Vets or any other legally protected status.