Job Description

  • Job LocationUS-AZ-PHOENIX
    Requisition ID
    2019-15670
    Shift
    01 - Days
    Department
    Customer Navigation Ctr
    Facility
    Support Services
    Position Type
    Regular Full-Time
    Physical Work Location and New Employee Orientation Location : Address
    2500 W UTOPIA
    Work Hours (ex:M-F, 8am - 4pm)
    8am- 4pm
  • Overview

    HonorHealth is a non-profit, local healthcare organization known for community service and outstanding medical quality. HonorHealth encompasses five acute care hospitals with approximately 11,500 employees and 4,500 volunteers, over 70 primary and specialty care practices, clinical research, medical education, an inpatient rehabilitation hospital, an Accountable Care Organization, two foundations, and extensive community services.

    HonorHealth is a leader in medical innovation, talent and technology with a genuine commitment to your growth. The health system's vibrant careers take place in an environment filled with opportunity and respect because we see the HONOR in you.

    Qualifications

    Education
    Bachelor's Degree in Education, Instructional Design or related field Required

    Experience
    2 years of training experience in call/contact Healthcare environment or related field Required

    Responsibilities

    Job Summary
    The Trainer, Quality Assurance (QA) is responsible for assessing the quality of the performance of our Customer Navigation Center call center coordinators who deal with our existing and potential customer. The Trainer, QA will monitor inbound and outbound calls, chats and emails responses to assess coordinators demeanor, technical accuracy, customer service performance, and conformity to company policies and procedures. The person in this role will assist in developing, creating and implementing call center quality processes and procedures; as well as making enhancements to training materials and class modules as needed to enhance the overall customer experience.

    • Perform call monitoring and provide trend data to site management team. Plan, conduct, coordinate and implement comprehensive training modules that impact quality assurance and performance of customer navigation center coordinatorss.
    • Participate in customer and client listening programs to identify customer needs and expectations. Provide actionable data to various internal support groups as needed. Coordinate and facilitate call calibration sessions. Provide feedback to call center team leaders, managers and trainers.
    • Participate in the design of call monitoring formats and quality standards.
    • Utilize quality monitoring data management system to compile and track performance at a team and individual level. Prepare and analyze internal and external quality reports for management to review. Oversee the integrity of the centralized department knowledge base.
    • Monitor customer care email and chat responses and identify and develop improvement opportunities as deemed necessary.
    • Performs other duties as assigned.



    It is the policy of HonorHealth to provide equal opportunity in employment. Selection and employment of applicants will be made on the basis of their qualifications without regard to race, color, religion, creed, national origin, age, disability, sexual orientation, marital status, veteran status or any other legally protected status.

    Please review the Equal Employment Opportunity poster.

    Please review the Equal Employment Opportunity Poster.HonorHealth wants all interested and qualified candidates to apply for employment opportunities. If you are an applicant with a disability who is unable to use our online tools to search and apply for jobs, please contact us at EmploymentOffice@HonorHealth.com . Please indicate the specifics of the assistance needed. This option is reserved only for individuals with disabilities that are unable to use the online tools and is not intended for other purposes.

    Application Instructions

    Please click on the link below to apply for this position. A new window will open and direct you to apply at our corporate careers page. We look forward to hearing from you!

    Apply Online