Quality Analyst - Shared Services, Contact Center at VillageMD

| Phoenix – Mesa – Scottsdale, AZ
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Join VillageMD as a Quality Analyst – Shared Services, Contact Center in Houston, TX or Phoenix, AZ

Join the frontlines of today's healthcare transformation

Why VillageMD?

At VillageMD, we're looking for a Quality Analyst to help us transform the way primary care is delivered and how patients are served. As a national leader on the forefront of healthcare, we've partnered with many of today's best primary care physicians. We're equipping them with the latest digital tools. Empowering them with proven strategies and support. Inspiring them with better practices and consistent results.

We're creating care that's more accessible. Effective. Efficient. With solutions that are value-based, physician-driven and patient-centered. To accomplish this, we're looking for individuals who share our sense of excellence, are ready to embrace change, and never settle for the status quo. Individuals who have the confidence to lead but the humility to never stop learning.

This position will be within the Shared Services Contact Center Team.  The Quality Analyst (QA) will be responsible for all new hire training and ensure that employees can successfully perform the job functions.  The QA will also evaluate skills of call center representatives to ensure conformity to all policies and procedures.

Could this be you?

  • Coordinate new hire departmental orientation and training including cross training and remediation training
  • Assist with staff questions and maintain current workflow
  • Monitor inbound and outbound work under the guidance of supervisor
  • Report out on trends and repeat issues identified through quality assurance program
  • Update and maintain training materials as needed for training classes

How you can make a difference

  • Maintain awareness of changes/updates within Village Medical by attending departmental meetings and reading emails
  • Utilize data gathered to suggest individual and group training programs to enhance or correct the behaviors that lead to excellent customer service
  • Follow quality assurance program procedures and contributes to the continual improvement of those procedures
  • Identify and handle employee needs, while working in a team environment
  • Enhance knowledge of tools, processes, procedures and resources necessary to support training and quality assurance activities

Skills for success

  • Ability to work a flexible schedule (some nights and weekends) as required
  • High school graduate or GED
  • Minimum of one (1) year customer service experience required, call center and/or Outbound
  • Strong verbal and written communication skills
  • Experience in a quality assurance capacity within a contact center, highly preferred

Experience to drive change

  •  Adaptability: handles frequent or unexpected changes with a positive attitude
  • Collaboration: ability to establish and maintain effective and working relationships with managers, team-members, and other customers
  • Communication: speaks clearly, listens and gains clarification when needed, and responds well to questions
  • Confidentiality: complies with HIPAA confidentiality standards when accessing or communicating patient information
  • Diversity: shows respect and sensitivity for cultural differences
  • Humility: low ego; engenders trust; respectful
  • Self-motivated: energetic self-starter, strong sense of ownership with personal accountability
  • Teamwork: is open and objective to other’s views, gives and welcomes feedback, and contributes to positive team spirit

How you will thrive

In addition to competitive salaries, a 401k program with company match, bonus and a valuable health benefits package, VillageMD offers paid parental leave, pre-tax savings on commuter expenses, and generous paid time off. You work in a highly-collaborative, conscientious, forward-thinking environment that welcomes your experience and enables you to make a significant impact from Day 1.

Most importantly, you make a difference. You see a clear connection between your daily work on VillageMD products and services and the advancement of innovative solutions and improved quality of healthcare for providers and patients.

Our unique VillageMD culture – how inclusion and diversity make the difference

At VillageMD, we see diversity and inclusion as a source of strength in transforming healthcare. We believe building trust and innovation are best achieved through diverse perspectives. To us, acceptance and respect are rooted in an understanding that people do not experience things in the same way, including our healthcare system. Individuals seeking employment at VillageMD are considered without regard to race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status. 

Those seeking employment at VillageMD are considered without regard to race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status or disability status.

Explore your future with VillageMD today.


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Technology we use

  • Engineering
    • JavaLanguages
    • JavascriptLanguages
    • PythonLanguages
    • RLanguages
    • SqlLanguages
    • SwiftLanguages
    • ReactLibraries
    • FlaskFrameworks
    • Node.jsFrameworks
    • Microsoft SQL ServerDatabases
    • Neo4jDatabases
    • PostgreSQLDatabases
    • RedisDatabases
    • TeradataDatabases

An Insider's view of VillageMD

What's the biggest problem your team is solving?

Aggregating disparate sets into one consumable interface is difficult. We constantly think about how to solve it faster and better while keeping it flexible and scalable.

Mario

Principal Software Engineer

What makes someone successful on your team?

It’s an individual’s willingness to get into the details, fully understand the current path to delivery, and think critically about the problems that face providers today that will make them successful at VillageMD.

Dave

Director, Product Development

What’s the vibe like in the office?

The office vibe is centered on holding our work to high standards while maintaining an environment focused on fun and collaboration. My coworkers and I will often be working on completely unrelated projects, but when we hit a roadblock we step back and ask each other for feedback and help. That’s usually when we find the best solutions.

Emily

Healthcare Informatics Analyst

What are VillageMD Perks + Benefits

VillageMD Benefits Overview

We offer competitive bonus, great benefits, generous PTO, strong parental leave policy, and 401k with a match. We are conveniently located near Metra and L trains, and offer commuter benefits. We offer schedule flexibility and work from home options. And, last but certainly not least: loads of snacks and fresh ground whole bean coffee!

Culture
Volunteer in local community
Partners with Nonprofits
Eat lunch together
Intracompany committees
Daily sync
Team owned deliverables
Team based strategic planning
Group brainstorming sessions
Pair programming
Open office floor plan
Diversity
Dedicated Diversity/Inclusion Staff
Highly diverse management team
Unconscious bias training
Diversity manifesto
Someone's primary function is managing the company’s diversity and inclusion initiatives
Mean gender pay gap below 10%
Diversity Employee Resource Groups
Hiring Practices that Promote Diversity
Health Insurance & Wellness Benefits
Dental Benefits
Vision Benefits
Health Insurance Benefits
Life Insurance
Wellness Programs
Onsite Gym
Mental Health Benefits
Retirement & Stock Options Benefits
401(K)
401(K) Matching
Performance Bonus
Child Care & Parental Leave Benefits
Generous Parental Leave
Flexible Work Schedule
Remote Work Program
Family Medical Leave
Vacation & Time Off Benefits
Generous PTO
Paid Volunteer Time
Paid Holidays
Paid Sick Days
Perks & Discounts
Casual Dress
Commuter Benefits
Company Outings
Stocked Kitchen
Happy Hours
Recreational Clubs
Relocation Assistance
Professional Development Benefits
Job Training & Conferences
Diversity Program
Lunch and learns
Cross functional training encouraged
Promote from within
Customized development tracks
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