IT - Customer Service Quality Navigator

Job Summary

Under the Direction of the CIO, the Customer Service Quality Navigator is responsible and goal to maintain a high and consistent level of support quality across the team. It is your responsibility for ensuring our patients receive seamless excellent treatment, coordinated care across all of our locations and departments. The Customer Service Quality Navigator works with patients and their families to address concerns or special needs that may arise. This Patient Experience liaison works directly with various members of the healthcare team, different departments, and administration to solve problems that patients & families may have with the goal of facilitating a positive patient experience.

Essential Functions

• Establish and refine internal standards for support and call center quality assurance.
• Review a selection of support agents' interactions across various channels (calls, emails, chats, ect.)
• Evaluate support engagements against predetermined quality benchmarks.
• Provide call center agents with constructive feedback and guidance during regular meetings.
• Tactful Interaction: Maintain effective communication on all levels through professional and tactful interactions, ensuring a positive patient experience.
• Proactive Support: Manage the patient's journey proactively, ensuring all aspects of their care are efficiently organized and any obstacles are promptly addressed.
• Multitasking Ability: Perform responsibilities with frequent interruptions and distractions, maintaining a calm and organized approach.
• Engage in dialogue with call center agents to elaborate on and clarify feedback.
• Analyze customer service metrics and their correlation with support team performance.
• Devise strategies to enhance support KPI's.
• Assist in enhancing agent performance through targeted guidance and ongoing support.
• Identify training and onboarding needs and spearhead relevant initiatives.
• Monitor customer service performance at both individual agent and team levels.
• Generate comprehensive reports reflecting support performance.
• Communicate support team performance findings to upper management.
• Participate in calibration sessions to ensure consistency in internal evaluations.
• Foster positive team culture.
• Listens into calls to ensure patients are getting the best customer service.
• Works closely with the EMR team to facilitate patient registration and streamline patient experience using technology and other tools to enhance the patient experience when the patients are at our clinics.
• Works with individuals or departments to limit or resolve delays in service
• Makes follow up phone calls to patients and solicit feedback about their experience and forward any clinical questions to the appropriate manager
• Educates health care professionals and employees on the varied ways to humanize a patient's experience based on feedback from individual patients and their families
• Collects data about patient care problems, prepares reports, analyzes trends, and reports information to appropriate departments for action
• Maintain clear communication with management about overall customer service
• Assist in the development of technology and service innovations to ensure a closed loop system of communication and coordination
• Maintain documentation log of patient interactions/compliments/complaints, the action taken and final resolution of the issue
• Observe staff in actual patient interactions - assess best practices for communication. Provide constructive feedback to administrative leads

Qualifications:

• High School Diploma or equivalent required.
• Two to three years of experience working in community or health settings preferred.
• Demonstrated commitment to impacting the care of patients.
• Prior experience with call centers.
• Demonstrates proficiency in analytical abilities
• Experience in quality assurance procedures.
• Strong interpersonal skills, including adeptness in delivering constructive feedback.
• Knowledge of complex patient issues preferred.
• Experience working as a patient navigator/community health worker preferred.
• Knowledge of the Core Competencies for Patient Navigator/Community Health Workers (as identified by California's, Department of Public Health) preferred:
• Effective Communication, Culturally Based Communication and Care
• Apply Public Health Concepts and Approaches
• Community Capacity Building
• Writing and Technical Communication Skills
• Ability to work both independently and as a team member in multicultural settings.
• Ability to speak another language a plus.
• Detail-oriented with the ability to multi-task.
• Proficient in all Microsoft Applications, including MS Office and Excel.
• Strong time management, organizational and planning skills.
• Knowledge of Federally Qualified Health Center (FQHC) standards of practice, legal and ethical codes, and regulations applicable to FQHCs a plus

Preferred:

Bilingual (English and Spanish) with experience serving a multinational, multicultural population

Special Conditions of Employment:

• Has clean driving record and insurance as required by the state
• Has reliable transportation
• Demonstrated program and/or project management experience required.
• Demonstrated understanding of the primary care practice management environment.
• Able to manage multiple demands and projects simultaneously.
• Able to present information in an articulate, organized, and professional manner.
• Cultural sensitivity and demonstrated ability to work with diverse individuals and groups.
• Possesses flexibility and willingness to handle a variety of tasks.

Physical and Mental Requirements:

• Position requires reaching, sitting down for long periods of time, walking, bending, stooping, and handling objects with hands and/or fingers, talking and/or hearing, and seeing.
• Ability to do math, organize and prioritize workload, work effectively and efficiently under stress
• Ability to supervise, multitask, understand and follow instructions
• Ability to proficiently read, write, speak and understand English

Customer Service:

• Actively supports, promotes, and works to fulfill the Mission, Vision and core values of UCHC
• Provides excellent internal and external customer service.
• Demonstrates UCHC's Standards of Customer Service Behavior: Compassion, Attitude, Communication, Appearance, Sense of Ownership, and Teamwork.
• Participates in on-going customer service trainings.
• In every action, seeks to promote UCHC as a top service organization.

Quality Management:

• Contribute to the success of the organization by participating in quality improvement activities.
• Complies with all UCHC policies and procedures and pro-actively participates in the implementation of new initiatives.
• Participate and ensures continuous quality improvement process as directed by clinic leadership.

Safety:

• Ensures regulatory compliance and adherence with policies and procedures related to safe work practices.
• Participate in infection prevention through appropriate use of infection control measures during patient treatment and patient interactions
• Ensure compliance with regulatory requirements for maintaining physical spaces, equipment and supplies.
• Uses all appropriate equipment and/or tools to ensure workplace safety.
• Immediately reports unsafe working conditions.

Privacy/Compliance:

• Maintains privacy and security of all patient, employee, and volunteer information and access to such information. Such information is accessed on a need-to-know basis for business purposes only.
• Complies with all regulations regarding corporate integrity and security obligations. Reports unethical, fraudulent or unlawful behavior or activity.
• Upholds strict ethical standards

Flexibility: Will travel to all Unicare Community Health Center clinic sites to work or attend meetings as needed.

Work Schedule

• You will generally be scheduled to work each day Monday through Friday, with starting times each day varying between 8:00 a.m. and 9:00 a.m. and ending time between 5:00 p.m. and 6:00 p.m., as required to meet the operational needs of the company. There will be occasional Saturdays.
• You will need to travel to other clinic locations.
• Able to accommodate a flexible working schedule including mornings, nights, weekends, and occasional holidays.

Working Conditions

• Non-Ionizing Radiation (microwaves, sun)
• Hazardous Exposure (chemical [E.G. Latex] and infectious)
• While performing the duties of this job, the employee is frequently exposed to fumes or airborne particles
• The noise level in the work environment is usually moderate
• Ionizing Radiation (X-ray, Radioactive Isotopes)