Phone Survey Center Lead

Company Description

Press Ganey, the leading Human Experience (HX) healthcare performance improvement company, offers an integrated suite of solutions that address safety, clinical excellence, patient experience and workforce engagement. The company works with more than 41,000 healthcare facilities in its mission to reduce patient suffering and enhance caregiver resilience to improve the overall safety, quality, and experience of care. Press Ganey is a PG Forsta company.

Job Description

Press Ganey currently has an exciting opportunity for an on-site Phone Center Lead in our Provo, Utah office. This role will support Operations. 

The Phone Survey Lead will perform duties assigned by the Phone Center Supervisor.  The primary responsibility of the Phone Survey Lead is to ensure the quality and accuracy of the phone surveys through ongoing monitoring, quality appraisals of Phone Center Representatives, and feedback/coaching sessions.  Responsibilities also include assisting with daily Phone Center tasks to keep the department compliant with CMS guidelines and meeting all client quotas.     

Essential Duties and Responsibilities: 

• Conduct random Q.A. (quality appraisals) on Phone Representatives 
• Provide feedback and coaching sessions 
• Monitor Phone Center Representatives based on schedule and CMS requirements 
• Complete daily tasks as assigned by management (expiring records, outside callers, first attempts needed, etc) 
• Activate and deactivate calling projects based on daily calling schedule 
• Assist with Phone Center calling production in crisis situations or as assigned by management 
• Assist with project assignment to Phone Center Representatives 
• Assist with training efforts for new Phone Center Representatives 

Qualifications

• 1 year to 3 years Phone Center experience.  If current Phone Center Representative, must be at an overall performance rating of Exceeds or Far Exceeds.    

Minimum Education:  

• High school degree or equivalent 

Additional Information

All positions at Press Ganey require an applicant who has accepted an offer to undergo a background check. The specific checks are based on the nature of the position. Background checks may include some or all of the following: SSN/SIN validation, education verification, employment verification, and criminal check, search against global sanctions and government watch lists, fingerprint verification, credit check, and/or drug test. By applying for a position with Press Ganey, you understand that you will be required to undergo a background check should you be made an offer. You also understand that the offer is contingent upon successful completion of the background check and results consistent with Press Ganey's employment policies. You will be notified during the hiring process which checks are required for the position. 

Press Ganey Associates LLC is an Equal Employment Opportunity/Affirmative Action employer and well committed to a diverse workforce. We do not discriminate against any employee or applicant for employment because of race, color, sex, age, national origin, religion, sexual orientation, gender identity, veteran status, and basis of disability or any other federal, state or local protected class. 

All your information will be kept confidential according to EEO guidelines.

Our privacy policy can be found here: https://www.pressganey.com/legal-privacy/ 

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