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Quality Control Monitor

Company: LogistiCare
Location: Saint Louis
Posted on: January 14, 2019

Job Description:

Background LogistiCare is the nation's leading managed healthcare organization specializing in the management of healthcare transportation benefits. The Company's client base consists of state and local government agencies (Medicaid agencies, transit authorities, and school boards), managed care organizations and hospitals. LogistiCare is not a provider of transportation vehicles (we do not physically own vehicles). Instead, the Company manages a network of transportation providers and provides the administrative infrastructure to authorize services and provide billing and claims payment functionality allowing the Company to offer a complete outsourcing solution to our clients LogistiCare seeks Quality Control Monitor (QCM) who has 2-5 years customer service experience to include 1+ years lead or supervisory experience and at least 2+ years call center experience; previous call center experience is mandatory Responsibilities: Oversee functions of Customer Service Representatives Establish and maintain good working relationship with providers, clients, co-workers, and regional office personnel Comply with LogistiCare rules and procedures Complete agent reports and report stats to Call Center management Assist Call Center management in performing 90-day and annual evaluations of CSRs Coordinate work schedules, vacation and leave requests of CSRs Maintain daily and/or weekly report to Call Center management of all staff, provider and facility issues Monitor call stats, CSR aux work and call waiting times and maintain accurate call stat reporting to Call Center management weekly Perform other duties as assigned Education: Requires a High School Degree or GED Experience: Requires 2-5 years customer service experience to include 1+ years lead or supervisory experience and at least 2+ years call center experience Proven experience dealing with crisis and ability to create processes that best benefits the entire team Skills: Exemplary soft skills to include, but not limited to, excellent verbal and written communication skills Strong problem solving, time management and organizational skills Superior customer service and phone skills Ability to handle heavy phone volume a must Computer proficiency with MS Office Suite (Word, Outlook, Excel) Bilingual a plus Competencies: Communication, Oral - Ability to communicate effectively with others using the spoken word. Communication, Written - Ability to communicate in writing clearly and concisely. Customer Oriented - Ability to take care of the customers' needs while following company procedures. Interpersonal - Ability to get along well with a variety of personalities and individuals. Energetic - Ability to work at a sustained pace and produce quality work. Reliability - The trait of being dependable and trustworthy. Management Skills - Ability to organize and direct oneself and effectively supervise others. Physical Demands: Demonstrated initiative Ability to follow instructions and complete assignments in a timely manner Able to work independently and as a member of a team Must be able to handle heavy phone volume Ability to foster and maintain a positive environment Ability to promote teamwork and trust while motivating CSRs to reach peak performance Work Environment: The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Entire work time is conducted in an office environment in a controlled atmosphere building. The noise level in the work environment is usually moderate. Equal Opportunity Employer Minorities/Women/Protected Veterans/Disabled

Keywords: LogistiCare, St. Louis , Quality Control Monitor, Other , Saint Louis, Missouri

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