Aspire Health is the nation’s leading non-hospice community-based palliative care provider. Aspire specializes in providing an extra layer of support to patients facing a serious illness through an ambitious palliative care program focused on caring for patients in their homes and outpatient clinics. Aspire’s clinicians are experts in providing patients with relief from the symptoms, pain, and stress of a serious illness; helping patients and caregivers navigate the healthcare system; guiding patients and caregivers through difficult and complex treatment choices; and providing emotional and spiritual support to patients and their families. Our core values are Clinical Excellence, Compassion, Teamwork, and Going the Extra Mile!
Aspire Health is seeking a Call Quality Analyst - Clinical who will be responsible for listening to and scoring Care Center calls. This position is responsible for scoring calls confidentially, identifying trends, recommending additional training and/or scripting needs and providing constructive feedback to improve the overall quality of Care Center calls.
Daily call monitoring via live or recorded calls to ensure quality standards. Evaluate results of call monitoring trends and collaborate to develop action plans for process improvement including training and/or scripting needs. Analyzing/manipulating data utilizing excel and call quality tools. Meets and reviews call and call scores with team member and their supervisor to improve overall call quality. Maintain database of call scores and ensures an appropriate distribution of call reviews is completed each month. Create a library of calls by role to be used for training purposes. Reports weekly, monthly, and as needed call scores by team member. Coordinates with training staff on processes and procedural changes and developments as needed. Monitors department-wide quality trends related to customer service delivery. Works closely with management to achieve goals and performance standards. Works closely with Staff Development in training. Performs other related duties as required and assigned.
A successful candidate will have high a bachelor’s degree (preferred). RN Required. Previous experience providing constructive feedback in a care center/contact center environment. Previous experience evaluating communication and/or process quality. Previous success in coaching with demonstrated improvement in performance. Excellent organizational and time management skills. Outstanding level of professionalism, independent judgment and discretion. Competency with MS Office and database management systems. Effective verbal and written communication skills. Excellent interpersonal and relationship building skills. Customer service focused. Excellent problem solving/analysis. Proven ability to be flexible and effectively manage change. Ability to work well as member of team and independently with minimal supervision.