2 healthcare jobs found

JOB DESCRIPTION Job Summary Provides support for call center quality and excellence through auditing activities including: monitoring and assessing customer interactions of support center representatives, documenting performance strengths and weaknesses, identifying immediate compliance issues, assisting in generating standard process measurement reporting, and developing quality guidelines and procedural manuals. **Essential Job Duties** • Facilitates call monitoring and assessment of call center representatives for both inbound and outbound calls for the member and provider support center. • Participates in call calibration exercises and internal listening sessions. • Assists quality leadership in providing standard weekly and monthly reporting within predetermined reporting parameters. • Provides regular feedback to quality leadership regarding call trends or compliance issues that arise. • Collaborates with quality leadership to continually...

At Roche you can show up as yourself, embraced for the unique qualities you bring. Our culture encourages personal expression, open dialogue, and genuine connections, where you are valued, accepted and respected for who you are, allowing you to thrive both personally and professionally. This is how we aim to prevent, stop and cure diseases and ensure everyone has access to healthcare today and for generations to come. Join Roche, where every voice matters. **The Position** External Job Ad Text To provide a seamless and positive experience for our customers who contact us via multiple channels. Opens and closes service requests and incidents, as well as manages the classification, assignment, tracking and completion of requests. Drives overall customer satisfaction through individual and departmental Key Performance Indicators (KPIs). You will be : + Main tasks include, but are not limited to 1st Level Support: Supports Standard Software (e.g....