HCA, a Fortune 100 company with more than 200,000 employees, is one of the nation's leading providers of healthcare services, operating over 170 locally managed hospitals and over 100 freestanding surgery centers in 20 states and the United Kingdom.
The National Contact Center Management group serves our patients by interacting with them via telephone and other media in order to assist them with their healthcare journeys. NCCM uses a variety of tools that act in tandem with each other and on behalf of our patients and provides services such as provider referrals, connection with healthcare services, and clinical advice.
This position is an internal frontline and Supervisor support role that audits for quality, skill and accuracy against clearly defined customer experience expectations. This position audits calls and provides direct feedback and coaching to frontline leadership team members regarding the customer experience relating to their contact center's customer interactions.
A few of the benefits we provide you:
- Tuition Reimbursement and Student Loan Repayment Program
- Full Medical, Dental, Life, Disability and Vision Insurance
- 401k (3%-9% match based on tenure)
- New Extended Family Leave and PTO
- Employee Stock Purchase Plan
- Healthcare and Dependent Care Flexible Spending Accounts
- Employee Discount Program
Completes the required number of Customer Experience Evaluations each month, auditing a random set of calls for assigned teams and team members and documenting performance feedback for each call audited
Completes required number of Calibration Sessions each month
Provides real time coaching to frontline team members as required to ensure exceptional customer experience
Prepare and deliver scoring reports, summative report including trending, recorded calls and documented feedback to site leaders and Supervisors
We are an equal opportunity employer and we value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.
Experience and Education:
1 year of quality assurance experience in a contact center environment required; 3 years preferred
1 year of mentoring/coaching/training experience required; 3 years preferred
5 years of general customer service experience in a healthcare environment required
3 years of leadership experience preferred
3 years of presentation and group facilitation experience preferred