Job Description

Job Title: Trainer QA Coordinator-Central Scheduling
Job ID: 684544
Status: Full-Time
Regular/Temporary: Regular
Hours:
Shift: Day Job
Facility:
Department: Rev Cyc Contact Ctr
Location: , Altoona PA

Description

Job Summary:

UPMC Altoona is hiring a Trainer QA Coordinator-Central Scheduling position that functions under the supervision and general direction of the Senior Manager of the Contact Center.  You will be responsible for ensuring call standards and departmental procedures are followed.  This candidate will also assist in the training and reeducating of Contact Center personnel.  You will be responsible for producing monthly reports upon interdepartmental needs.

Are you up for the challenge?  Apply today!

Responsibilities:

  • Perform duties and job responsibilities in a fashion, which coincides with the service management philosophy of UPMC including the demonstration of the basics of service excellence towards patients, visitors, staff, peers, physicians, and other departments within the medical center.
  • Responsible for listening to and evaluating a minimum of 5 calls per representative per month and provide feedback to supervisors/staff on calls reviewed.
  • Develop and maintain excellent relationships between other Project Specialist and department management and senior management.
  • Respond to business/reporting requests on staff as well as required monthly assessments and reports.
  • Assist in initial training of new Contact Center personnel.
  • Provide additional retraining to existing personnel based on results of QA evaluations to assist staff in achieving level of performance set forth by Management and Contact Center telephone standards.
  • Assist Sr. Managers with special reporting and/or projects within the unit.

Qualifications

  • High School diploma and four years of call center experience, OR an Associate's degree and two years of call center experience is required. 
  • Bachelor's degree is preferred. 
  • Call center monitoring and training or QA monitoring and training is preferred. 
  • Must possess strong communication and interpersonal skills. 
    Excellent knowledge of software packages including Microsoft Word, Excel, Access, PowerPoint and Outlook is preferred.

Licensure, Certifications, and Clearances:
  • Act 34 Criminal Clearance
UPMC is an equal opportunity employer. Minority/Females/Veterans/Individuals with Disabilities

Salary Range: $14.95 to $22.97

Union Position: No

At UPMC, our shared goal is to create a cohesive, positive, experience for our employees, patients, health plan members, and community. If you too are driven by these values, you may be a great fit at UPMC!

QUALITY & SAFETY
DIGNITY & RESPECT
CARING & LISTENING
RESPONSIBILITY & INTEGRITY
EXCELLENCE & INNOVATION

UPMC provides a total rewards package that can help you achieve the goals you have for your career and your personal life. Whether you want to learn a new skill through a training course, reach personal health and wellness targets, become more involved in your community, or follow a career path that provides you with the right experience to be successful, UPMC can help you get to where you want to be.



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