United States onlyReady to help us transform healthcare? Bring your true colors to blue. The Performance Quality Coach will play a critical role in the development and advancement of Provider Service representative’s skills in an effort to continuously contribute to improving the service experience.
Requirements
- Contribute to a culture of service excellence by motivating and inspiring associates to anticipate customer needs, proactively prevent future problems, resolve issues in a timely manner and deliver the level of service consistent with our service philosophy.
- Initiate creative and individualized coaching techniques that focus on improving efficiencies and overall performance.
- Provide associates with both positive and constructive feedback in an effort to improve overall performance.
- Teach and coach associates to understand and use tools and available resources and help them to understand our business needs in support of delivering outstanding customer service.
- Understand what motivates team members and identify and develop appropriate recognition strategies at the individual and team level.
- Inspire and motivate team members, peers, leaders and associates to foster an environment focused on delivering first contact resolution and world class service.
- Review, observe and document service associates’ inbound calls and worked correspondence observing performance and identifying strengths and areas for improvement.
- Continuously coach associates by creating action plans, providing a clear overview and understanding of the level of service they provide, identifying and addressing any gaps in service and coaching to any business and/or individual performance trends.
- Assist the business by taking inbound calls and/or responding to correspondence both during periods high volume (if needed.)
- Facilitate and participate in meetings, trainings, calibrations and any designated special projects as assigned/if applicable.
- Maintain a working knowledge and sustain a solid understanding of workflows, procedures, and benefits across all product lines, keeping up with all daily updates/changes to workflows, processes, account updates and all SharePoint updates.
- Identify performance trends and share the data appropriately and effectively.
- Support call center vendor quality, by reviewing a set number of calls per month and providing written feedback to vendor representatives, as part of monthly sample size/work.
- Collaborate with others to understand business results in order to aid in decision making.
- Partner with team leaders to make recommendations for talent development within the team.
- Promote positive change within Member and Provider Service and help associates relate changes to improved customer satisfaction.
- Track and trend performance to identify process improvements and make recommendations to support individual and team performance results.
Benefits
- Comprehensive package of benefits including paid time off, medical/dental/vision insurance, 401(k), and a suite of well-being benefits to eligible employees
CA and US only