Quality Specialist Contact Center- Remote in Kentucky
Catholic Health Initiatives
Remote
remote
workforce
health
workforce management
management
training
operations
medical
compliance
remote
dignity
leadership
team
February 2, 2023
Catholic Health Initiatives
Lexington, Kentucky
**Quality Specialist Contact Center- Remote in Kentucky**
CHI Saint Joseph Medical GroupLexington-Fayette, Kentucky
**Requisition ID** 2023-285050 **Employment Type** Full Time **Department** General Medical Clinic **Hours/Pay Period** 80 **Shift** Day **Weekly Schedule** M-F 730-530PM **Remote** Yes **Category** Administrative and Clerical
**Overview**
CHI Saint Joseph Medical Group now part of CommonSpirit Health formed between Catholic Health Initiatives (CHI) and Dignity Health includes 275 providers delivering quality care to patients across 88 locations in central and eastern Kentucky. Our full service network delivers a variety of Primary Care Services including Family Internal Geriatric and Pediatric Medicine in addition to several specialties to deliver custom care based on the unique needs of our patients.
**Responsibilities**
**While this position is remote, you need to reside in Kentucky for training and the occassional office visit.**
**Job Details**
Job Summary Under the oversight of the Supervisor of Contact Center Workforce Management, the Workforce Management
Specialist monitors, interprets, analyzes, and rates the workforce to reduce overhead costs, and increase patient
access satisfaction and experience. Creates, edits and modifies schedules for the Physician Enterprise Connection
Center department using current software or other approved means to publish and maintain accurate resources for
the connection center employees, as well as usable reporting for the leadership team. Prepares daily attendance
reports and manages schedules to ensure that there are adequate resources for all departments for the continuous
improvement of operations. Pro-actively and effectively plans and coordinates off-line events minimizing the impact to
patient access.
**The Workforce Management Specialist also:**
*Engages staff and cultivates a connection center culture that prioritizes humankindness and patient-centric care
consistent with Dignity Health and the medical group's "way" and culture.
*Understands call center operations and applies good judgment when making decisions as it pertains to workforce
management.
*Informs the Supervisor of Contact Center Workforce Management of necessary updates related to staffing needs,
training, and quality of service, based on real time observations during daily operations and collaboration with
respective parties. Assists in updating and generating schedules and reports based on organizational needs.
*Works closely with contact center leadership and staff to ensure that all fiduciary and operational goals are met.
**Responsibilities:**
**1 Contact Center Analytics and Reporting**
1.1 Effectively monitors real time reporting to ensure the best patient access possible is achieved and service level goals are met.
Provides value-added input to drive continual improvements while supporting standardization and streamlining.
1.2 Effectively uses communication resources, email and workforce management software to update published schedules. Optimizes
contact center staff, processes schedule changes, time of requests, overtime requests, and voluntary time off.
1.3 Analyzes connection center goals and staffing needs to meet service delivery goals. Makes accurate short and mid-term projections
to establish needs and resource requirements including generation forecast, schedules, and shift bids as needed to effectively
balance patient access and staffing levels.
1.4 Analyzes productivity, adherence, occupancy, and other metrics trends to identify opportunities for better efficiency, and provides
recommendations as required for both phone and non-telephony related activities.
1.5 Maintains excellent record of agent related records, staff groups, events, and attendance to track and report on attendance compliance.
1.6 Partners with respective parties in the organization to create and maintain processes that will aid in the identification of performance
gaps and/or training and business opportunities.
1.7 Collaborates with operations leadership to provide feedback on observations of workforce deficiencies and develop processes that will
aid in the identification of performance gaps analysis to deliver the highest level of efficiency
1.8 Perform analytical reports and update staffing information for trends that impact patient access to balance staffing needs and be
financially resourceful in conjunction with operational needs for the connection center department through continuously flexing.
1.9 Takes ownership and initiative on staffing recommendations and document escalations with ability to develop and implement
standard processes for consistency across the department in agreement with operational standards and enhance support
satisfaction across the connection center team.
1.10 Must be able to handle more than one task / project at a time.
**Responsibilities**
1.11 Perform other responsibilities and functions as directed.
**2 Contact Center- Patient Access**
2.1 Provides monitoring and guidance to staff via real-time agent activity reporting, and schedule to adherence to maintain balanced
occupancy, reduce extensive use of not ready time, and balance skills workload.
2.2 Communicates professionally and proficiently with representatives when out of adherence based on established thresholds, to
ensure patient access is available daily for multi-site operations.
2.3 Manages real-time inbound call traffic to help ensure that patient access is balanced across all lines of service and service level
goals are met by daily skilling adjustments, and identifying cross-training opportunities.
**3 Contact Center- Accountability**
3.1 Leads by example and creates a contact center learning environment that fosters Dignity Health's mission, vision, values and the
Standards of Conduct. Ensures staff is connected to how they contribute to the mission of patient care and community relations.
3.2 Ensures that the contact center operates in compliance with Human Resources policies and procedures, as well as any applicable
collective bargaining agreements. Ensures employees receive adequate training and complete assigned training in a timely manner
3.3 Promotes a culture of safety, including transparency in reporting and disclosure of incidents in a timely manner. Promotes a proactive
culture for reporting issues and concerns. Conducts required drills and/or trainings as directed by quality, risk, safety, emergency
preparedness and compliance. Supports and executes any associated improvement or action plans.
3.4 Coordinate and schedule annual compliance trainings and other organization requirements for contact center agents.
**Qualifications**
**Minimum Required Preferred/Desired**
Experience in multi-site call center monitoring, planning, and scheduling in real time while working collaboratively in cross functional environment.
Must be a problem solver, self-starter and works independently and with others in a team environment.
Two or more years of experience with contact center workforce management/planning preferred.
**Education**
Two year degree and/or a combination of
education and/or additional job related
experience may be substituted in lieu of the
degree.
Bachelor's degree in Computer Science,
Mathematics, Information Systems, Engineer,
Business Administration, or related field is
preferred.
**Equal Opportunity**
CommonSpirit Health is an Equal Opportunity/Affirmative Action employer committed to
a diverse and inclusive workforce. All qualified applicants will be considered for
employment without regard to race, color, religion, sex, sexual orientation, gender
identity, national origin, age, disability, marital status, parental status,
ancestry, veteran status, genetic information, or any other characteristic protected
by law. For more information about your EEO rights as an applicant,
pleaseclick here. ([Link available when viewing the job] />
CommonSpirit Health will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor's legal duty to furnish information. 41 CFR 60-1.35(c).
External hires must pass a post-offer, pre-employment background check/drug screen. Qualified applicants with an arrest and/or conviction will be considered for employment in a manner consistent with federal and state laws, as well as applicable local ordinances, ban the box laws, including but not limited to the San Francisco and Los Angeles Fair Chance Ordinances.
If you need a reasonable accommodation for any part of the employment process, please contact us by telephone at [Phone number shown when applying] and let us know the nature of your request. We will only respond to messages left that involve a request for a reasonable accommodation in the application process. We will accommodate the needs of any qualified candidate who requests a reasonable accommodation under the Americans with Disabilities Act (ADA).
CommonSpirit Health participates in E-Verify.
CHI Saint Joseph Medical GroupLexington-Fayette, Kentucky
**Requisition ID** 2023-285050 **Employment Type** Full Time **Department** General Medical Clinic **Hours/Pay Period** 80 **Shift** Day **Weekly Schedule** M-F 730-530PM **Remote** Yes **Category** Administrative and Clerical
**Overview**
CHI Saint Joseph Medical Group now part of CommonSpirit Health formed between Catholic Health Initiatives (CHI) and Dignity Health includes 275 providers delivering quality care to patients across 88 locations in central and eastern Kentucky. Our full service network delivers a variety of Primary Care Services including Family Internal Geriatric and Pediatric Medicine in addition to several specialties to deliver custom care based on the unique needs of our patients.
**Responsibilities**
**While this position is remote, you need to reside in Kentucky for training and the occassional office visit.**
**Job Details**
Job Summary Under the oversight of the Supervisor of Contact Center Workforce Management, the Workforce Management
Specialist monitors, interprets, analyzes, and rates the workforce to reduce overhead costs, and increase patient
access satisfaction and experience. Creates, edits and modifies schedules for the Physician Enterprise Connection
Center department using current software or other approved means to publish and maintain accurate resources for
the connection center employees, as well as usable reporting for the leadership team. Prepares daily attendance
reports and manages schedules to ensure that there are adequate resources for all departments for the continuous
improvement of operations. Pro-actively and effectively plans and coordinates off-line events minimizing the impact to
patient access.
**The Workforce Management Specialist also:**
*Engages staff and cultivates a connection center culture that prioritizes humankindness and patient-centric care
consistent with Dignity Health and the medical group's "way" and culture.
*Understands call center operations and applies good judgment when making decisions as it pertains to workforce
management.
*Informs the Supervisor of Contact Center Workforce Management of necessary updates related to staffing needs,
training, and quality of service, based on real time observations during daily operations and collaboration with
respective parties. Assists in updating and generating schedules and reports based on organizational needs.
*Works closely with contact center leadership and staff to ensure that all fiduciary and operational goals are met.
**Responsibilities:**
**1 Contact Center Analytics and Reporting**
1.1 Effectively monitors real time reporting to ensure the best patient access possible is achieved and service level goals are met.
Provides value-added input to drive continual improvements while supporting standardization and streamlining.
1.2 Effectively uses communication resources, email and workforce management software to update published schedules. Optimizes
contact center staff, processes schedule changes, time of requests, overtime requests, and voluntary time off.
1.3 Analyzes connection center goals and staffing needs to meet service delivery goals. Makes accurate short and mid-term projections
to establish needs and resource requirements including generation forecast, schedules, and shift bids as needed to effectively
balance patient access and staffing levels.
1.4 Analyzes productivity, adherence, occupancy, and other metrics trends to identify opportunities for better efficiency, and provides
recommendations as required for both phone and non-telephony related activities.
1.5 Maintains excellent record of agent related records, staff groups, events, and attendance to track and report on attendance compliance.
1.6 Partners with respective parties in the organization to create and maintain processes that will aid in the identification of performance
gaps and/or training and business opportunities.
1.7 Collaborates with operations leadership to provide feedback on observations of workforce deficiencies and develop processes that will
aid in the identification of performance gaps analysis to deliver the highest level of efficiency
1.8 Perform analytical reports and update staffing information for trends that impact patient access to balance staffing needs and be
financially resourceful in conjunction with operational needs for the connection center department through continuously flexing.
1.9 Takes ownership and initiative on staffing recommendations and document escalations with ability to develop and implement
standard processes for consistency across the department in agreement with operational standards and enhance support
satisfaction across the connection center team.
1.10 Must be able to handle more than one task / project at a time.
**Responsibilities**
1.11 Perform other responsibilities and functions as directed.
**2 Contact Center- Patient Access**
2.1 Provides monitoring and guidance to staff via real-time agent activity reporting, and schedule to adherence to maintain balanced
occupancy, reduce extensive use of not ready time, and balance skills workload.
2.2 Communicates professionally and proficiently with representatives when out of adherence based on established thresholds, to
ensure patient access is available daily for multi-site operations.
2.3 Manages real-time inbound call traffic to help ensure that patient access is balanced across all lines of service and service level
goals are met by daily skilling adjustments, and identifying cross-training opportunities.
**3 Contact Center- Accountability**
3.1 Leads by example and creates a contact center learning environment that fosters Dignity Health's mission, vision, values and the
Standards of Conduct. Ensures staff is connected to how they contribute to the mission of patient care and community relations.
3.2 Ensures that the contact center operates in compliance with Human Resources policies and procedures, as well as any applicable
collective bargaining agreements. Ensures employees receive adequate training and complete assigned training in a timely manner
3.3 Promotes a culture of safety, including transparency in reporting and disclosure of incidents in a timely manner. Promotes a proactive
culture for reporting issues and concerns. Conducts required drills and/or trainings as directed by quality, risk, safety, emergency
preparedness and compliance. Supports and executes any associated improvement or action plans.
3.4 Coordinate and schedule annual compliance trainings and other organization requirements for contact center agents.
**Qualifications**
**Minimum Required Preferred/Desired**
Experience in multi-site call center monitoring, planning, and scheduling in real time while working collaboratively in cross functional environment.
Must be a problem solver, self-starter and works independently and with others in a team environment.
Two or more years of experience with contact center workforce management/planning preferred.
**Education**
Two year degree and/or a combination of
education and/or additional job related
experience may be substituted in lieu of the
degree.
Bachelor's degree in Computer Science,
Mathematics, Information Systems, Engineer,
Business Administration, or related field is
preferred.
**Equal Opportunity**
CommonSpirit Health is an Equal Opportunity/Affirmative Action employer committed to
a diverse and inclusive workforce. All qualified applicants will be considered for
employment without regard to race, color, religion, sex, sexual orientation, gender
identity, national origin, age, disability, marital status, parental status,
ancestry, veteran status, genetic information, or any other characteristic protected
by law. For more information about your EEO rights as an applicant,
pleaseclick here. ([Link available when viewing the job] />
CommonSpirit Health will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor's legal duty to furnish information. 41 CFR 60-1.35(c).
External hires must pass a post-offer, pre-employment background check/drug screen. Qualified applicants with an arrest and/or conviction will be considered for employment in a manner consistent with federal and state laws, as well as applicable local ordinances, ban the box laws, including but not limited to the San Francisco and Los Angeles Fair Chance Ordinances.
If you need a reasonable accommodation for any part of the employment process, please contact us by telephone at [Phone number shown when applying] and let us know the nature of your request. We will only respond to messages left that involve a request for a reasonable accommodation in the application process. We will accommodate the needs of any qualified candidate who requests a reasonable accommodation under the Americans with Disabilities Act (ADA).
CommonSpirit Health participates in E-Verify.
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