Contact Center Quality Representative Associate

Location Address:

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Hours Per Week:

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Job Summary:

Key Position Details:

• 1.0 FTE (80 hours per two-week pay period)
• 8-hour day/evening shifts
• Occasional weekends

Job Description:

Ensures access and accuracy through template build and maintenance, which includes receiving, interpreting, and executing all aspects of provider and resource schedule requests including new template build, schedule changes, and location changes. Performs additional quality audits and spot checks as needed.

Principle Responsibilities

• Template build and standardization
  • Monitors Central Templates inbox and requests assistance as needed to maintain service levels
  • Makes schedule changes in the Epic system using the edit template function
  • Ensures Epic best practices and adherence to standards
  • Notifies leadership when changes do not follow expected template build principles and standards outlined for the clinical service line
  • Submits all relevant tickets to ensure the provider/department is attached to appropriate visits, subgroups, blocks, and sessions
• Quality assurance monitoring and reschedules
  • Audits templates, schedules, and phone call recordings proactively to ensure scheduling accuracy
  • Runs reschedule reports and coordinates patient reschedules via text, MyChart, and outbound phone calls
  • Performs service line audits as needed to evaluate root causes of ongoing issues
• Other duties as assigned.

Required Qualifications

• Must be 18 years of age with education and/or experience needed to meet required functional competencies as listed on the job description
• 2+ years of customer service experience
• 1+ years of experience in a health care setting

Preferred Qualifications

• High school diploma or GED
• Associate's or Vocational degree
• 1+ years of experience in a call center setting

Physical Demands

• Sedentary:
• Lifting weight up to 10 lbs. occasionally, negligible weight frequently

Pay Range

Benefit Summary

Allina Health believes the best way to provide safe and compassionate care for our patients is by nurturing the passion of those who care for them. That's why we devote extraordinary resources to help you grow and thrive - not only as a professional but also as a whole person. When you join our team, you have access to a wealth of valuable employee benefits that support the total well-being - mind, body, spirit and community - of you and your family members.

Allina Health is all in on your well-being. Because well-being means something different to everyone, our award-winning program provides you with the resources you need to help you navigate your personal journey. This includes well-being dollars, dedicated well-being navigators, and many programs, activities, articles, videos, personal coaching and tools to support you on your journey.

In addition, Allina Health offers employee resources groups (ERGs) -- voluntary, employee-led groups that serve as a resource for members and organizations by fostering a diverse, inclusive workplace aligned with the organization's mission, values, goals, business practices, and objectives. Allina Health also engages employees in various community involvement and volunteering events.

Benefits include:

• Medical/Dental

• PTO/Time Away

• Retirement Savings Plans

• Life Insurance

• Short-term/Long-term Disability

• Voluntary Benefits (vision, legal, critical illness)

• Tuition Reimbursement or Continuing Medical Education as applicable

• Student Loan Support Benefits to navigate the Federal Public Service Loan Forgiveness Program

• Allina Health is a 501(c)(3) eligible employer

*Benefit eligibility/offerings are determined by FTE and if you are represented by a union.