AbleTo

Call Center Quality Analyst

US-NY-New York
2 weeks ago
ID
2017-1751
# of Openings
1
Category
Operations-Engagement Center

Overview

AbleTo, Inc. combines best-in-class patient engagement with behavior change treatment programs that allow health plans and plan sponsors to improve health outcomes, while lowering overall spending, for high-cost medical populations. Benefitting groups include heart patients and diabetics, as well as those suffering from depression/anxiety and chronic pain. All sixteen of our programs utilize best-practice protocols and are delivered nationally by teams of licensed therapists and behavior coaches. Program participants experience improved health, better recovery and in the case of heart patients, fewer hospitalizations.

 

The Engagement Center conducts outreach to prospective program participants, explains program benefits and services and enrolls participants into AbleTo’s programs. This role will be dedicated to ensuring these interactions with prospective participants are of the highest quality, primarily through monitoring and providing coaching and feedback on calls. The Call Quality Associate will also conduct outreach calls to prospective participants as part of onboarding at AbleTo and periodically ongoing to maintain mastery of the outreach conversation for coaching the rest of the team.

Responsibilities

  • Monitor and evaluate Engagement Center calls
  • Provide feedback and call coaching to Engagement Center Specialists
  • Collaborate with Engagement Center management to address call quality performance issues and provide regular reports on overall performance and trends
  • Identify and support other opportunities for quality improvement across the team
  • Develop materials and process documentation to support training, as needed

 

Qualifications

  • Prior call center experience in the areas of training and / or call quality required
  • Demonstrated ability to provide constructive feedback and call coaching
  • Health care experience preferred
  • Ability to maintain a high level of professional communication at all levels
  • Bachelor degree or equivalent experience required


Competencies:

 

  • Excitement about the opportunity to help the Engagement Center team grow and progress
  • Personal ownership of assignments and responsibilities
  • Displays a harmonious and cooperative spirit projecting energy and enthusiasm
  • Ability to plan, execute, measure results and drive improvement on a continuing basis
  • Resilience and grit to ensure mission completion even in the face of adversity
  • Discipline and organization to manage competing priorities
  • High levels of energy and positive ambition
  • A healthy balance of curiosity, humility and assertiveness
  • Excellent written and verbal communication skills and ability to communicate on every level

 

AbleTo is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or veteran status. AbleTo is an E-Verify company.