Additional Links:
This position is Benefit eligible; click here for an overview of available benefits.
This position is covered by the UHP Bargaining Unit; click here to review the current UHP Contract.
This position is in salary group UHP-06; click here to review the current UHP Pay Plan
Why UConn Health
UConn Health is a vibrant, integrated academic medical center that is entering an era of unprecedented growth in all three areas of its mission: academics, research, and clinical care. A commitment to human health and well-being has been of utmost importance to UConn Health since the founding of the University of Connecticut schools of Medicine and Dental Medicine in 1961. Based on a strong foundation of groundbreaking research, first-rate education, and quality clinical care, we have expanded our medical missions over the decades. In just over 50 years, UConn Health has evolved to encompass more research endeavors, to provide more ways to access our superior care, and to innovate both practical medicine and our methods of educating the practitioners of tomorrow.
At UCHC this classification is responsible for ensuring the quality of all customer service interactions through the development, implementation and management of quality processes such as in-services, educational/training and call monitoring programs.
SUPERVISION RECEIVED:
Works under limited supervision from an employee of higher grade.
SUPERVISION EXERCISED:
May lead/supervise lower level employees as assigned.
EXAMPLES OF DUTIES:
Develops, implements and evaluates the departmental training program including, but not limited to, appropriate use of clinical assessment guidelines and related IT applications.
Provides ongoing educational/training needs assessment using variant sources that reflect the organizational environment, healthcare trends and individual learning characteristics.
Prioritizes, plans and implements educational activities based on needs assessment data.
Monitors training format effectiveness and implements changes to ensure positive outcome.
Develops, implements, manages and conducts and evaluates departmental quality assessment and improvement programs.
Monitors customer service calls to ensure adherence to established standards.
Evaluate the calls and provides timely feedback and coaching to staff if necessary.
Uses quality monitoring data management techniques to compile and track and report performance at team and individual levels.
Analyzes work processes and flows within the department and provides suggestions and/or implements appropriate changes to improve work effectiveness, productivity and efficiency that supports the overall goals.
Maintains knowledge of applicable, regulations, policies, laws and guidelines that impact the call center areas.
Follows established internal controls that promote adherence to the applicable state/federal law, and the program requirements of accreditation agencies and federal, state, and private health plans.
Seeks advice as necessary to ensure proper understanding.
Remains current on departmental updates and developments, advancement, trends in the field of call centers, integrates knowledge gained into current work practices.
Monitors incoming call queue and takes calls as necessary to maximize department productivity.
Participates in related meetings.
Performs other related duties as required.
MINIMUM QUALIFICATIONS REQUIRED:
KNOWLEDGE, SKILLS AND ABILITY:
Considerable knowledge of customer service processes and techniques/standards.
Knowledge of training processes (performance-based training, adult learning, etc.).
Knowledge of data collection/retrieval techniques.
Computer knowledge/technology skills.
Effective verbal, written and interpersonal communication skills.
Considerable listening and analytical skills.
Ability to coach and train.
Ability to treat people with respect under all circumstances.
Ability to manage difficult customer situations.
Ability to use sound judgment and function independently.
Ability to adapt to change, meet the changing demands of the work environment.
Ability to work efficient and effectively in a team environment.
Proficient with spreadsheet and word processing software.
EXPERIENCE AND TRAINING:
GENERAL EXPERIENCE:
Five (5) years of experience in call center or customer service environment with at least two (2) years of the experience providing quality assurance/ improvement activities.
PREFERRED QUALIFICATIONS:
Experience in a healthcare or hospital setting, particularly within Patient Access, Patient Access Registration, or a related revenue cycle function
1.5 years of working knowledge of Epic systems (e.g., Cadence, Prelude, or related modules)
Demonstrated experience developing training curricula, onboarding programs, or competency assessments for staff
Proficiency with Microsoft Office Suite (Excel, PowerPoint, Word) for building training materials, tracking tools, and reporting dashboards
Strong presentation and facilitation skills, with experience leading group training or in-services
SCHEDULE: Full-time, 40 hours per week, Monday through Friday, 8:00 am to 4:30 pm.
