Overview:

MUST BE BILINGUAL IN SPANISH

 

Responsible for monitoring and evaluating the non-clinical interactions for satisfaction and compliance according to specified policies, thresholds, and procedures. Support the overall consumer experience workflow by conducting consumer interaction evaluations, complaint analysis, consumer satisfaction surveys, and consumer service calls.  Facilitates both internal site and client calibration sessions; prepare and complete reports in order to meet contractual and accreditation requirements.   Completes full evaluations and submits evaluations to operations leadership for review.  This is a non-clinical position.  

Responsibilities:

• Monitoring Bi-Lingual calls (pre-recorded or live) while evaluating record data integrity and accuracy, providing feedback to Care Coordinators, Engagement Specialist or other assigned representatives via remote or direct coaching 
• Prepare quality monitoring forms and conduct quality monitoring for customer interactions including calls, chats, and emails daily as per a predefined sampling criterion. 
• Completing formal scorecards with the intent to ensure the highest level of consumer experience and mitigating risks to the business.  
• Completing evaluations and analysis of complaints about service delivery.  
• Prepare and submit recommendations for consumer experience and process improvement to associated staff.   
• Prepare for, review and facilitate project specific internal and external monitoring sessions. 
• Provide feedback to management for compliant process improvement opportunities (e.g., complaints systems, final letters, escalations process, etc...) 
• Provide exceptional consumer service and engagement via telephone on assigned programs 
• Remain confident and able to manage multiple priorities in a dynamic and changing business environment 
• Work independently, in team settings, and under time pressured deadlines 
• Performs other duties as assigned by Supervisor/Manager. 

Qualifications:

1. Bilingual in Spanish
2. High School Diploma or GED required; 1 year of call center and quality assurance experience preferred. * Carenet experience preferred*.
3. Word Processing, Spreadsheets, E-mail, database software, and Internet software. Experience with MS Excel, Word and Power Point required.
4. Strong understanding of Carenet’s business, core values, and goals
5. Excellent communication and interpersonal skills, as well ability to effectively communicate with a cross-cultural workforce and client base.
6. Team player able to work effectively across different departments, functions, and environments
7. Responsible and self-directed
8. High customer service orientation
9. High level of integrity, honesty, and judgment
10. Ability to respect and ensure strict confidentiality of customer data
11. Ability balance several tasks simultaneously
12. Strong attention to detail and desire to follow procedures
13. Strong verbal and written communication skills