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Kaiser Permanente Careers

Customer Service

Making Each Interaction Extraordinary

Functioning as a liaison between our members, employer groups, providers, brokers, and internal customers, our customer service groups are the face and voice of Kaiser Permanente. They play a vital role in explaining our offerings, policies, and procedures as well as meeting the needs of our members across the country.

QA Call Monitoring Technician

Location: Aurora, CO Additional Locations:
Job Number: 854852 Date posted: 01/13/2020
Description:
The Quality Assurance Call Monitoring Technician will assess the quality and accuracy of contact center inbound and outbound calls. The Technician is responsible for documenting results and identifying opportunities for improvement. This role reports findings and makes recommends ways to enhance the member experience.

Essential Responsibilities:
  • Assess the quality of service through the review of recorded calls.
  • Conduct internal quality audits to ensure compliance with applicable regulations, standards, policies and procedures.
  • Identify staff training and development needs for improved performance.
  • Support continuous improvement of call center effectiveness through the development, evaluation and refinement of policies and procedures that meet the operational and regulatory goals and requirements.
  • Participates in designing the call monitoring format and the quality standards used for consistency throughout the call center.
  • Help ensure adherence to company policies and procedures and the satisfaction of mandatory conversation element requirements.
  • Uses quality monitoring data to compile and track performance at an individual, team, and site levels.
  • Immediately acts upon potential employee company policy violations by identifying the issue and individual to management.
  • Contributes in the development of training curriculum.
  • Performs other duties as assigned.
  • The union and the company are currently investigating the bargaining unit status of this position.  If it is determined that this is a bargaining unit position, bargaining unit status (seniority dates, dues payments etc.) will be applied on a retroactive basis based on the employment commencement date.
  • Basic Qualifications:
    Experience
  • Minimum two (2) years of experience as a call-center based Customer Service Representative.
  • Minimum two (2) years of experience assessing the performance of others and providing individual feedback.
  • Education
  • High school diploma or General Education Development (GED) required.
  • License, Certification, Registration
  • N/A

  • Additional Requirements:
  • N/A

  • Preferred Qualifications:
  • Minimum two (2) years of experience in managed care setting; Medicare/Medi-Cal experience preferred.
  • Health care industry in a call center environment experience preferred.
  • Primary Location: Colorado,Aurora,Waterpark I 2500 S. Havana St. Scheduled Weekly Hours: 40 Shift: Variable Workdays: variable Working Hours Start: variable Working Hours End: variable Job Schedule: Full-time Job Type: Standard Employee Status: Regular Employee Group/Union Affiliation: SEIU - Local 105 Job Level: Individual Contributor Job Category: Customer Services Department: AACC Travel: Yes, 5 % of the Time Kaiser Permanente is an equal opportunity employer committed to a diverse and inclusive workforce. Applicants will receive consideration for employment without regard to race, color, religion, sex (including pregnancy), age, sexual orientation, national origin, marital status, parental status, ancestry, disability, gender identity, veteran status, genetic information, other distinguishing characteristics of diversity and inclusion, or any other protected status.

    External hires must pass a background check/drug screen. Qualified applicants with arrest and/or conviction records will be considered for employment in a manner consistent with federal and state laws, as well as applicable local ordinances, including but not limited to the San Francisco and Los Angeles Fair Chance Ordinances.

    About Customer Service Careers

    Customer Service Careers

    With over 11 million members, more than 127,000 employees, and over 40 million doctor visits a year, our customer service teams need you to come work with a wide variety of people to address concerns, resolve grievances, and educate our communities about our offerings. At Kaiser Permanente, you'll put your communication and mediation skills to work in support of excellence. We are committed to supporting you with ongoing growth, training, and development opportunities.

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