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Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates strong leadership and analytical skills while delivering high-quality service through effective call monitoring and performance evaluation. Capable of supporting service improvement projects and providing comprehensive reports to management.
Highest-signal resume keywords
Call MonitoringCustomer Service ExperienceLeadership SkillsAnalytical SkillsMicrosoft Office
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
Call MonitoringPerformance EvaluationTrend AnalysisService Improvement ProjectsStandard Work Execution
Soft Skills
Verbal CommunicationWritten CommunicationPrioritization SkillsIndependent Work
Tools & Technologies
Microsoft OfficeInternetEmail
Industry Keywords
Quality ServiceCustomer Calibration SessionsLeadership SupportQuality ProgramsFast Pace Environment
About the role
Key responsibilities & impact- Deliver high quality service through call monitoring of incoming and outgoing patient, provider, and client calls
- Review contacts and evaluate Advocate performance against standard criteria
- Host internal and external call calibration sessions
- Provide onsite leadership support to Quality Representatives, Business Partners, and Customers
- Provide floor support, answer questions, respond to leadership requests, and present quality programs and initiatives
- Analyze and provide weekly/monthly trend reports to management
- Participate in or lead service improvement projects
- Support AMs and SDMs through client calibration sessions
- Perform standard work including taking phone calls, reviewing Source and emails, attending training, and distributing monthly evaluations
Requirements
What you’ll need- Bachelor’s degree in related field, or 8 – 11 years of equivalent work experience
- 2 – 5 years of relevant experience or MA/MS degree
- General PC knowledge including Microsoft Office, Internet, and email
- Strong customer service/quality background experience
- Excellent verbal and written communication skills
- Strong prioritization skills
- Strong leadership skills with some supervisory experience preferred
- High regard for superior quality of service
- Strong analytical skills
- Ability to work independently in a fast pace environment
- Travel as needed
Benefits
Comp & perks- Remote opportunities
- Competitive salaries
- Growth opportunities for promotion
- 401K with company match*
- Tuition reimbursement
- Flexible work environment
- Discretionary PTO (Paid Time Off)
- Paid Holidays
- Employee assistance programs
- Medical, Dental, and vision coverage
- HSA/FSA
- Telemedicine (Virtual doctor appointments)
- Wellness program
- Adoption assistance
- Short term disability
- Long term disability
- Life insurance
- Discount programs