Contact Center Quality Analyst jobs in Pomona, CA

Contact Center Lead Manager (Healthcare)

Compensation:

• 75k-85k Annually

Company Overview: Quality Guard MSO is a growing healthcare organization dedicated to providing exceptional services with a focus on driving patient encounters and quality care in the urgent care sector. At Quality Guard MSO, our overarching goal is to leverage our provider infrastructure and network, combined with Quality Guard MSO’s Patient Interaction (PI) specialties, to deliver exceptional service to patients in need, ultimately increasing patient encounters through a generally untapped market for urgent care in California.
We are committed to delivering high-quality care and support to individuals who have been affected by personal injuries, ensuring they receive the assistance they need to achieve optimal recovery and well-being.

Position Overview: We are seeking a highly skilled and experienced Contact Center Lead Manager to oversee, build out and manage our call center operations for intake calls. The ideal candidate will have extensive knowledge and experience in managing personal injury intake processes within a call center environment. The Contact Center Lead Manager will be responsible for building out, scheduling and supervising a team of Patient Care Navigators, ensuring efficient handling of patient inquiries, and maintaining high standards of customer service. Additionally, the Contact Center Lead Manager will be tasked with data entry, performance measurement, and process improvement initiatives to enhance team productivity and service quality.

Key Responsibilities:

• Call Center Management: Help build out the Contact Center and lead, schedule, hire and supervise a team of Care Navigators responsible for handling patient inquiries and intake calls.
• Personal Injury Intake: Oversee the intake process for personal injury cases, ensuring accurate and timely collection of relevant information from patients.
• Customer Service Excellence: Maintain a strong focus on providing exceptional customer service to patients, addressing their concerns, and resolving issues effectively.
• Data Entry and Analysis: Manage data entry tasks related to patient information, case details, and call records. Analyze data to identify trends, track performance metrics, and measure team effectiveness.
• Performance Measurement: Develop and implement performance metrics and KPIs to evaluate team performance. Monitor key indicators such as talk time, answer times, call resolution rates, and patient satisfaction scores.
• Process Improvement: Identify opportunities for process improvement within the call center operations. Implement strategies to streamline workflows, optimize efficiency, and enhance service delivery.
• Training and Development: Provide training and ongoing support to Care Navigators to ensure they are equipped with the necessary knowledge and skills to perform their roles effectively.
• Compliance and Quality Assurance: Ensure compliance with industry regulations, company policies, and quality assurance standards. Conduct regular audits and reviews to maintain adherence to best practices.

Qualifications:

• Proven experience in managing call center operations, preferably in a healthcare or personal injury setting.
• In-depth knowledge of personal injury intake processes and legal requirements.
• Experience with scheduling, hiring, monitoring and providing training within a supervisory role.
• Strong understanding of customer service principles and practices.
• Proficiency in data entry and analysis, with experience using CRM or call center software.
• Excellent communication skills, both verbal and written.
• Ability to lead, motivate, and coach a team effectively.
• Detail-oriented, with strong organizational and problem-solving abilities.
• Experience in patient services or healthcare administration.

Join Our Team: If you are a dynamic leader with a passion for delivering exceptional patient care and driving operational excellence, we invite you to apply for the Contact Center Lead position. Join our team and play a key role in guiding patients through their healthcare journey while ensuring the highest standards of service quality and efficiency.

Job Type: Full-time

Salary: $75,000.00 - $85,000.00 per year

Expected hours: 40 per week

Schedule:

• Monday to Friday
• Weekends as needed

Application Question(s):

• Before we move forward, can you please complete this assessment? Please email your responses to hr@QGUCMSO.com. https://www.tonyrobbins.com/disc/#:~:text=Developed by psychologist William Moulton,varies depending on the person

Ability to Relocate:

• Los Angeles, CA (Must be located in or around LA area)

Work Location: Remote with some in person team meetings

Job Type: Full-time

Pay: $75,000.00 - $85,000.00 per year

Benefits:

• Dental insurance
• Health insurance
• Paid time off
• Vision insurance

Schedule:

• Monday to Friday
• Weekends as needed

Application Question(s):

• How many years of healthcare experience do you have?
• Are you familiar with CRM system navigation and use? If so, what systems have you used?
• Do you have knowledge of personal injury intake processes and legal requirements?
• Have you completed the DISC assessment in the job description and sent it to HR@QGUCMSO.COM?

Ability to Relocate:

• Los Angeles, CA: Relocate before starting work (Required)

Work Location: In person