Customer Service Quality Analyst

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

Requirements:

• 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