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Our team members are the heart of what makes us better.

At **Hackensack Meridian** **_Health_** we help our patients live better, healthier lives — and we help one another to succeed. With a culture rooted in connection and collaboration, our employees are team members. Here, competitive benefits are just the beginning. It’s also about how we support one another and how we show up for our community.

Together, we keep getting better - advancing our mission to transform healthcare and serve as a leader of positive change.

The **Contact Center Quality Assurance Analyst** will be responsible for coordinating and monitoring internal and external calls for patient access center agents, to ensure outstanding service is being provided to our patients. The Analyst will be directly responsible for identification of inefficiencies and gaps in processes to enhance the customer experience and increase first call resolution. Identifies areas of opportunity regarding the improvement of Patient Satisfaction. Evaluates the call experience from the customers point of view and provides evaluation and feedback. The QA Analyst will also be required to cross train for training of new hires and ongoing training required for the contact center.

This posiiton will offer a hybrid schedule.

**Education, Knowledge, Skills and Abilities Required** :

+ Associate's Degree in a Business, Healthcare, Psychology or Related Field preferred or equivalent education and/or experience.

+ Minimum of 2 years previous call center experience in a customer service environment OR a current active Patient Access Center team member with 6+ months in the role.

+ Minimum of 2 years of experience or equivalent working in a Quality Assurance department.

+ Experience coaching and training of others; one on one or classroom environment.

+ Excellent organization, communication and interpersonal skills are required to interact effectively with all levels of staff, as well as external vendors and/or customers.

+ Must be self-motivated, innovative, and flexible.

+ Analytical and troubleshooting skills; with the ability to formulate recommendations to improve quality.

+ Flexible work style, and ability to work within a diverse team.

+ Strong relationship and rapport building.

+ Excellent technical skills and attention to detail.

+ Ability to adapt to a fast-paced environment and constant demands.

+ Creative (outside the box) thinker.

+ Understands and adheres to confidentiality requirements in relation to team member information.

+ Must have good problem solving skills and the ability to approach problems logically and troubleshoot.

+ Must have good time management skills.

+ Must have the ability to multitask and prioritize to accomplish multiple tasks with multiple deadlines.

+ Supports and participates in a collaborative team-oriented environment.

**Education, Knowledge, Skills and Abilities Preferred** :

+ Experience in the Healthcare industry.

+ Experience with Epic.

+ Experience with Cisco/ Finesse.

+ Proficient in Google Workspace (Gmail, Sheets, Docs, Slides).

If you feel that the above description speaks directly to your strengths and capabilities, then please apply today!

159249

Starting at $63,336.00 Annually

HMH is committed to pay equity and transparency for our team members. The posted rate of pay in this job posting is a reasonable good faith estimate of the minimum base pay for this role at the time of posting in accordance with the New Jersey Pay Transparency Act and does not reflect the full value of our market-competitive total rewards package.

The starting rate of pay is provided for informational purposes only and is not a guarantee of a specific offer. Posted hourly rates may be stated as an annual salary in the offer and posted annual salaries may be stated as an hourly rate in the offer, depending on the level and nature of the job duties and credentials of the candidate. The base compensation determined at the time of the offer may be different than the posted rate of pay based on a number of non-discriminatory factors, including but not limited to:

+ **Labor Market Data: Compensation is benchmarked against market data to ensure competitiveness.**

+ **Experience: Years of relevant work experience.**

+ **Education and Certifications: Level of education attained, including specialized certifications, credentials, completed apprenticeship programs or advanced training.**

+ **Skills: Demonstrated proficiency in relevant skills and competencies.**

+ **Geographic Location: Cost of living and market rates for the specific location.**

+ **Internal Equity: Compensation is determined in a manner consistent with compensation ranges for similar roles within the organization.**

+ **Budget and Grant Funding: Departmental budgets and any grant funding associated with the job position may impact the pay that can be offered.**

Some jobs may also be eligible for performance-based incentives, bonuses, or commissions not reflected in the starting rate. Certain positions may also be eligible for shift differentials for work performed on evening, night, or weekend shifts.

In addition to our compensation for full-time and part-time (20+ hours/week) job positions, HMH offers a comprehensive benefits package, including health, dental, vision, paid leave, tuition reimbursement, and retirement benefits.

HACKENSACK MERIDIAN HEALTH (HMH) IS AN EQUAL OPPORTUNITY EMPLOYER

All qualified applicants will receive consideration for employment without regard to age, race, color, creed, religion, sex, sexual orientation, gender identity or expression, pregnancy, breastfeeding, genetic information, refusal to submit to a genetic test or make available to an employer the results of a genetic test, atypical hereditary cellular or blood trait, national origin, nationality, ancestry, disability, marital status, liability for military service, or status as a protected veteran.