Quality Coordinator - Call Center

Overview

You’re driven, resourceful, and above all else - remarkably smart.  You love a good challenge. You are the first to roll up your sleeves and work with relentless energy until you solve the unsolvable, beat the unbeatable and you always come out on top. Passable doesn’t cut it – you’ve got fire in your belly to learn more, do more and be more. For you, the sweetest success is shared success and you’re known for your good nature. You’ll fit right in at Syneos Health where we surround ourselves with the most talented and agile professionals in the industry, but we check our egos at the door. 

Responsibilities

The Quality Coordinator performs quality checks and assists with call monitoring to ensure adherence to program Rules of Engagement and program policies and procedures. The Quality Coordinator is responsible for monitoring and documenting the Coordinator team for call quality in support of the departmental quality goals and initiatives. The Quality Coordinator evaluates both verbal and written customer contact by Nurse Navigator/Coordinator team. This team member participates in the design of all quality monitoring formats and quality standards. They will fairly and consistently review the calls of all Nurse Navigators and Coordinators for accuracy and along with RM/NPD will determine appropriate coaching. In addition, the Quality Coordinator will monitor Nurse Navigators/Coordinators for success in executing superior service and quality to our customers. The Quality Coordinator documents the call quality results and provides feedback and trend data to the Nurse Navigator National Program Director and Managers as required. This position will work in conjunction with the NPD and Regional Managers to maintain overall program quality.                

Key Job Responsibilities:                                          

(Duties may include, but not limited to all or some of the following)                        

• Assist in monitoring inbound and outbound calls in all programs within the Care Navigator program, to ensure quality customer service and adherence to policies and procedures of the organization.       
• Measure the skills of Coordinator teams in use of the Call Guide, FAQ’s, product/system knowledge.
• Perform system quality checks and case reviews for inbound and outbound calls within the program, ensuring the data entry and adherence to program business rules are followed.                                            
• Assist the Director, Trainer, Regional Managers, and Operations, with SOP’s in include; writing, reviewing, finalizing, updating existing SOP’s as needed and maintain them of SOP drive.                                            
• Assess adherence to quality monitoring policies and procedures identifying gaps and recommending corrective action and/or additional training.
• Proactively identifies trends and seeks to drive improvements by recommending coaching/feedback opportunities to management.
• Create and provide qualitative and quantitative reports reflective of the overall call and data center metrics.                         
• Assist management team in the creation of quality standards, performance improvement goals and development of training programs.
• Ensure that program representatives are delivering a high level of customer service as well as accurate, compliant solutions to customers/patients.                                                      
• Record evaluations utilizing departmental quality monitoring forms.           
• Perform Management calibration exercises to ensure consistent quality across the team.            
• Deliver coaching feedback to program representatives on call and email performance.            
• Participates in the design of quality monitoring forms and quality standards.                               

Job Requirements

Along with a results-oriented mindset, self-assurance and an engaging manner, the ideal candidate has:                    

Education/Experience

• Bachelor’s Degree
• 2+ years of relevant work experience in the pharmaceutical healthcare/insurance environment.
• Supervisory or management experiences a plus.

Knowledge, Skills, and Abilities

• Excellent listening skills and attention to detail
• Experience in quality assurance
• Ability to objectively assess Care Navigators/Coordinator quality and compliance to program objectives and rules of engagement.
• Strong organizational and interpersonal communication skills required.
• Demonstrated technical aptitude including working proficiently in Outlook.
• Experience with some/all program platforms preferred (SalesForce, inContact, SiteCall)

I understand that if I am made an offer of employment, it will be conditioned on my demonstration  I am fully vaccinated OR I plan to initiate vaccination by my start date AND be fully vaccinated within 4 weeks of start date against the COVID-19 virus.   ​

​IMPORTANT: I understand that if the role for which I am applying requires extensive in-person contact with colleagues, health care providers, clients and other medical professionals who have stringent vaccination requirements that all Syneos Health employees with whom they partner be fully vaccinated and will not accept or consider any exemptions.  I understand I can request an exemption from Syneos Health’s vaccination requirement based on a qualifying medical condition or sincerely-held religious belief. However, in the event that I successfully obtain an exemption, I understand that it is highly unlikely that I will be able to adequately perform the essential functions of this position without imposing an undue hardship on Syneos Health due to the clients’ demands.

At Syneos Health, we believe in providing an environment and culture in which our people can thrive, develop and advance. We reward and recognize our people by providing valuable benefits and a quality of life balance.

Why Syneos Health? Join a game-changing global company that is reinventing the way therapies are developed and commercialized. Here, each day brings an opportunity to take ownership of a new challenge. Teaming with some of the most talented clinicians in the industry, you'll improve patient outcomes and work in a dynamic environment to create better, smarter, faster ways to get biopharmaceutical therapies to patients.  By joining Syneos Health, you’ll be connected to our multitude of career paths and pipeline of employment opportunities.

WORK HERE MATTERS EVERYWHERE | How will you accelerate improving patient outcomes?

Syneos Health companies are affirmative action/equal opportunity employers (Minorities/Females/Veterans/Disabled)


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