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Job Summary

Responsible for monitoring calls, completing quality assurance audits, and making improvement recommendations to ensure alignment with the guidelines, standards, and procedures of the approved program. Monitoring also includes email, system documentation, the accuracy and thoroughness of information conveyed, and adherence to the key drivers that support the customer experience.

Essential Functions

+ Maintain an understanding of all products offered, of the recording software utilized, and maintain an audit schedule as appropriate

+ Perform random audits and conduct side-by-side coaching with the purpose of capturing results, evaluating the quality of CSR-customer interaction, and identifying opportunities for improvement.

+ Collaborate with others to ensure continuous quality improvement by way of recommendations based on data analysis.

+ Utilize call recording software applications.

+ Assist in the preparation of formal reports and presentations of results.

+ Assist in implementing program processes and tools that help to achieve team and corporate goals related to a seamless and exceptional customer experience.

Qualifications

Required

+ High School diploma equivalency

+ 2 years of relevant experience Customer Care Center environment with increasing level of responsibility

Preferred

+ Associate's Degree in a relevant field

+ Strong computer skills

+ Strong communication skills

About Corewell Health

As a team member at Corewell Health, you will play an essential role in delivering personalized health care to our patients, members and our communities. We are committed to cultivating and investing in YOU. Our top-notch teams are comprised of collaborators, leaders and innovators that continue to build on one shared mission statement - to improve health, instill humanity and inspire hope. Join a nationally recognized health system with an ambitious vision of continued advancement and excellence.

How Corewell Health cares for you

+ Comprehensive benefits package to meet your financial, health, and work/life balance goals. Learn more here (https://careers.corewellhealth.org/us/en/benefits-new) .

+ On-demand pay program powered by Payactiv

+ Discounts directory with deals on the things that matter to you, like restaurants, phone plans, spas, and more!

+ Optional identity theft protection, home and auto insurance, pet insurance

+ Traditional and Roth retirement options with service contribution and match savings

+ Eligibility for benefits is determined by employment type and status

Primary Location

SITE - Priority Health - 1239 E Beltline - Grand Rapids

Department Name

PH - Member Concierge Team

Employment Type

Full time

Shift

Day (United States of America)

Weekly Scheduled Hours

40

Hours of Work

8:30 a.m. to 4:30 p.m.

Days Worked

Monday to Friday

Weekend Frequency

N/A

CURRENT COREWELL HEALTH TEAM MEMBERS – Please apply through Find Jobs from your Workday team member account. This career site is for Non-Corewell Health team members only.

Corewell Health is committed to providing a safe environment for our team members, patients, visitors, and community. We require a drug-free workplace and require team members to comply with the MMR, Varicella, Tdap, and Influenza vaccine requirement if in an on-site or hybrid workplace category. We are committed to supporting prospective team members who require reasonable accommodations to participate in the job application process, to perform the essential functions of a job, or to enjoy equal benefits and privileges of employment due to a disability, pregnancy, or sincerely held religious belief.

Corewell Health grants equal employment opportunity to all qualified persons without regard to race, color, national origin, sex, disability, age, religion, genetic information, marital status, height, weight, gender, pregnancy, sexual orientation, gender identity or expression, veteran status, or any other legally protected category.

An interconnected, collaborative culture where all are encouraged to bring their whole selves to work, is vital to the health of our organization. As a health system, we advocate for equity as we care for our patients, our communities, and each other. From workshops that develop cultural intelligence, to our inclusion resource groups for people to find community and empowerment at work, we are dedicated to ongoing resources that advance our values of diversity, equity, and inclusion in all that we do. We invite those that share in our commitment to join our team.

You may request assistance in completing the application process by calling 616.486.7447.