We're Hiring

Title: Quality Auditor

City, State: Lisle,IL

Department: Marketing 002

Additional Job Details: Full-Time,Day, 40 hours,Weekly

Why Join AMITA?

AMITA Health (www.AMITAhealth.org) is a joint operating company formed by the Adventist Health System in Altamonte Springs, FL and St. Louis, MO based Ascension.

With the addition of Presence Health, AMITA Health is now the largest health system in Illinois, comprising 19 hospitals and more than 230 sites of care. The newly combined health system has 900 providers in its medical groups, more than 26,000 associates and 7,000 physician partners and now serves over 4.3 million residents in the greater Chicagoland area.

What You Will Do

Job Summary:

Conducts audits on work performed, utilizing departmental quality monitoring standards and guidelines to enhance, Provides quality ratings, identifies training needs, recommending new workflow changes. Displays sound judgement, flexibility, strong communication skills to continue to optimize patient experience. Identifies improvements to performance, processes and training. This role requires critical thinking skills, decisive judgment and the ability to work with minimal customer service.

Responsibilities:

• Audits, validates, verifies and reviews quality data according to existing documents and procedures.
• Audits customer contacts in order to pinpoint process, performance and system issues that interfere with optimal patient experience.
• Verifies results by measuring skills in use of scripts, product, knowledge, service ability, greeting, diction, listening, objection handling, efficiency and courteous close of call.
• Reviews and documents departmental work in order to ensure quality policies and procedures are met.
• Analyzes and prepares quality reports for management that identify trends and areas of development including action plans.
• Contributes to process improvement efforts to advance the design of quality performance, systems, training tools and processes.
• Participates in review of customer service delivery metrics with staff.

Qualifications

Education:

• Diploma
  • Bachelor's degree in a related field, or combination of High School degree and related experience required
  • Bachelor's degree in a related field preferred

Work Experience:

• 3+ years of contact center experience preferred
• Experience with call center quality initiatives preferred
• *Bilingual: English/Spanish Preferred*

Equal Employment Opportunity

AMITA Health will provide equal employment opportunities (EEO) to all associates and applicants for employment regardless of race, color, religion, national origin, gender, sexual orientation, gender identification or expression, age, disability, marital status, amnesty, genetic information, carrier status or any other legally protected status or status as a covered veteran in accordance with applicable federal, state and local laws.