Note: The job is a remote job and is open to candidates in USA. AdventHealth Colorado is dedicated to uplifting individuals in body, mind, and spirit, and they are seeking a Customer Service Quality Analyst. This role involves monitoring pharmacy operations, providing feedback, conducting training, and maintaining quality standards to enhance customer service delivery.
Responsibilities
- Engages in quality reporting as necessary
- Identifies and implements training initiatives
- Conducts new-hire training, refresher courses, and one-on-one training sessions employees
- Collaborates with team members to resolve customer service issues. Communicates effectively with customers and team members
- Maintains confidentiality of patient, employee, and departmental information. Monitors calls and emails between the Pharmacy and internal/external customers
- Provides feedback to ensure adherence to pharmacy processes and procedures. Updates and maintains call scripts, help files, and training materials. Identifies and documents opportunities for process and service delivery improvements
- Other duties as assigned
Skills
- Accuracy and attention to detail for long periods of time; excellent organization skills
- Must be able to multitask efficiently with other assigned duties and be ready to accept new tasks with calm demeanor
- Individual must have excellent customer service skills, inter-personal skills, communication skills, accuracy, and the ability to follow up
- Use of telephone, Bluetooth headset and multipurpose copier/fax
- Proficiency skill set in MS Office: Word, Excel, Outlook and Power Point
- Ability to type fifty or more words per minute with excellent spelling, punctuation, grammar, and oral and written communications
- Knowledge of basic statistics
- Associate degree
- 2+ years experience in customer service and training role
- Bachelor's degree
- Experience in pharmacy, supply chain or related health care organization
Benefits
- Benefits from Day One: Medical, Dental, Vision Insurance, Life Insurance, Disability Insurance
- Paid Time Off from Day One
- 403-B Retirement Plan
- 4 Weeks 100% Paid Parental Leave
- Career Development
- Whole Person Well-being Resources
- Mental Health Resources and Support
- Pet Benefits
Company Overview
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