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Call Monitoring Jobs in Illinois (NOW HIRING)

Chicago ENT

PCC Call Center

Chicago, IL · On-site

$18 - $22/hr

Call Center PCC's monitor multiple communication platforms and work closely with providers and clinical teams to ensure patients are scheduled appropriately and receive timely follow-up. Their work ...

Allina Health

$35.61 - $48.81/hr

Monitors call center performance using identified tools. * Identifies and documents key performance criteria using business requirements documentation and project plans. * Facilitates knowledge ...

OSP LP

MORTGAGE COLLECTIONS TEAM LEAD

Palatine, IL · On-site

Observe and mentor team members, perform side by sides, Call Monitoring for quality assurance, and coach staff to ensure performance, production and accuracy levels are achieved and provide ongoing ...

OSP LP

MORTGAGE COLLECTIONS TEAM LEAD

Palatine, IL · On-site

Observe and mentor team members, perform side by sides, Call Monitoring for quality assurance, and coach staff to ensure performance, production and accuracy levels are achieved and provide ongoing ...

AmeriNat

MORTGAGE COLLECTIONS TEAM LEAD

Palatine, IL · On-site

Observe and mentor team members, perform side by sides, Call Monitoring for quality assurance, and coach staff to ensure performance, production and accuracy levels are achieved and provide ongoing ...

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Call Monitoring information

See Illinois salary details

$10

$17

$24

How much do call monitoring jobs pay per hour?

As of Sep 14, 2026, the average hourly pay for call monitoring in Illinois is $17.36, according to ZipRecruiter salary data. Most workers in this role earn between $14.90 and $18.65 per hour, depending on experience, location, and employer.

What is call monitoring?

Call monitoring is the process of listening to and evaluating phone calls between customer service representatives and customers. This practice is commonly used in call centers to assess agent performance, ensure quality assurance, and identify areas for training and improvement. Supervisors or quality assurance teams typically use call monitoring tools to review live or recorded calls. The insights gained help companies enhance customer satisfaction and maintain service standards.

What are the key skills and qualifications needed to thrive as a call monitoring specialist?

To thrive as a Call Monitoring Specialist, you need strong analytical skills, attention to detail, and a background in customer service or quality assurance. Familiarity with call recording software, CRM systems, and quality monitoring tools, along with certifications like COPC or Six Sigma, is often required. Excellent communication, objectivity, and the ability to provide constructive feedback are vital soft skills in this role. These abilities ensure accurate evaluation of customer interactions, consistent service quality, and ongoing staff development.

What are some common challenges faced in a call monitoring role, and how can they be addressed?

Professionals in Call Monitoring often face challenges such as handling a high volume of calls to review, maintaining objectivity while evaluating diverse communication styles, and balancing consistency with changing company standards. Staying organized and developing a clear rubric for assessment can help manage these challenges. Regular calibration sessions with team members ensure everyone is aligned on evaluation criteria, and ongoing training helps refine both technical and interpersonal evaluation skills.

What is the difference between Call Monitoring vs Call Center Agent?

AspectCall MonitoringCall Center Agent
Primary RoleSupervising and evaluating calls for quality assuranceHandling customer calls and providing support
Required SkillsCommunication, listening, coachingCustomer service, problem-solving
Work EnvironmentQuality assurance teams, supervisorsCall centers, customer support centers
CertificationsOptional, related to quality managementCustomer service certifications often preferred

Call Monitoring focuses on overseeing and assessing call quality, while Call Center Agents directly interact with customers. Both roles are essential in customer service operations but serve different functions within the industry.

What does a call monitoring do?

A call monitoring professional reviews and evaluates phone calls to ensure quality, compliance, and customer service standards. They listen to recorded calls, provide feedback, and may use call monitoring software to track performance metrics. This role often requires attention to detail and communication skills.

What are the most commonly searched types of Call Monitoring jobs in Illinois?

The most popular types of Call Monitoring jobs in Illinois are:

What are popular job titles related to Call Monitoring jobs in Illinois?

For Call Monitoring jobs in Illinois, the most frequently searched job titles are:

What job categories do people searching Call Monitoring jobs in Illinois look for?

The top searched job categories for Call Monitoring jobs in Illinois are:

Call Monitoring jobs near you
Infographic showing various Call Monitoring job openings in Illinois as of September 2026, with employment types broken down into 57% Full Time, 29% Part Time, and 14% Contract. Highlights an 100% In-person job distribution, with an average salary of $36,103 per year, or $17.4 per hour.

PCC Call Center

Chicago, IL • On-site

Chicago ENT
Health Care and Social Assistance • 11 - 50 employees
Learn more about Chicago ENTexternal

$18 - $22/hr

Full-time

Medical, Dental, Vision, Life, Retirement, PTO

Re-posted 5 days ago

Job description

PATIENT CARE COORDINATOR - CALL CENTER
Our Call Center Patient Care Coordinators are responsible for managing inbound scheduling and patient communication across all departments within our organization (ENT, Sleep, Imaging, Cosmetic, Allergy, Audiology, Oral Appliance, Post-Operative, and any others as they apply). They serve as the primary point of contact for patients seeking appointments, follow-up care, and general assistance, ensuring inquiries are handled promptly, accurately, and professionally.
This role manages a high volume of telephone calls, electronic inquiries, online scheduling requests, referrals, and internal task assignments. Call Center PCC's monitor multiple communication platforms and work closely with providers and clinical teams to ensure patients are scheduled appropriately and receive timely follow-up. Their work is critical to maintaining access to care and delivering a responsive, patient-centered experience.
Travel may be required to any Chicago ENT/Chicago Sleep Center or affiliated location.
This role will report to the Call Center Lead.
PRIMARY RESPONSIBILITIES
  • Meet established Call Center performance standards, including but not limited to average hold time, call handling efficiency, first-contact resolution, accurate call routing, abandonment rate, and bounce/transfer rates, while maintaining a high level of professionalism and customer service.
  • Schedule and register patients for a wide range of appointments, including ENT, Sleep, Imaging, Cosmetic, Allergy, Audiology, Oral Appliance, and Post-Operative visits.
  • Ensure accurate entry of demographic, insurance, and appointment information into the electronic medical record (EMR).
  • Respond promptly and professionally to patient, provider, and staff inquiries via telephone, voicemail, web, SMS, and EHR messaging.
  • Monitor and complete tasks assigned to the "User, Scheduler" work queue.
  • Review appointments scheduled by automated scheduling partners for accuracy and appropriateness.
  • Review online appointments scheduled through Healow and Zocdoc to ensure they are booked correctly and obtain any missing information.
  • Manage and respond to messages received through:
    • NotifyMD (after-hours and overflow call service)
    • PerfectServe (provider on-call communication)
    • Healow online scheduling
    • Zocdoc online scheduling
    • Glacial Media website inquiries
    • Department and staff voicemail boxes
    • Specific system names or vendors for managing correspondence are subject to change (add or remove)
  • Contact patients to schedule new appointments, coordinate follow-up care, and reschedule existing appointments as needed.
  • Process inbound referrals to register patients referred to the practice.
  • Provide knowledgeable responses to patients and family members regarding appointment types, preparation instructions, insurance requirements, and scheduling options.
  • Escalate clinical questions or urgent concerns to the appropriate department.
  • Other duties as individually assigned.

REQUIRED QUALIFICATIONS
  • High school diploma or equivalent required
  • Ability to work within an EMR database and navigate through a Windows environment required
  • Must be able to type a minimum of 30 words per minute with 90% or greater accuracy

PREFERRED QUALIFICATIONS
  • 1-5 years of experience as a healthcare call center representative, patient access representative, patient service representative, medical scheduler, medical assistant, or medical receptionist
  • Bilingual in English and Spanish (speaking, writing, and comprehension)
  • Experience working in a Sleep or ENT Specialist Office

SUPERVISORY RESPONSIBILITY
This position has no supervisory responsibility.
CERTIFICATES, LICENSES, REGISTRATIONS
None.
ENT is an Equal Opportunity Employer. We offer competitive salaries and benefits, including medical/dental, life and disability coverage, generous vision benefits, a 401 (k) plan with a match, vacation time, and weekends and major holidays off.
All applicants should be aware that employment is contingent upon the successful completion of a background check and drug screening. Failure to provide accurate information or pass these requirements may result in withdrawal of the employment offer.

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