Job description

StateServ Medical provides industry-leading DME management solutions that simplify administration to boost operational efficiencies, contain costs, enhance quality of care, and ultimately increase patient satisfaction. With our innovative technology and unmatched expertise, we provide the visibility and insights our clients need to make timely, informed decisions and drive meaningful results. We serve over 100,000 patients every day spanning all 50 states.

This position is remote and requires reliable Internet connectivity and not mobile hotspots.

Responsibilities:

• Conduct and document internal and external quality assessments daily via call listening through enterprise phone systems for the Contact Center. Review and audit internal documentation (i.e. “order notes”) within the system of

record (i.e. DMETrack) for accuracy, appropriateness, and adhering to documented “order note” standards.

• Responsible for reporting on team members results, accuracy, and adherence to our Quality Management metrics as they can be upgraded or modified.
• Gather and present improvements and trends on existing systems, processes, and procedures in order to drive quality and efficiency, and enhance the customer experience.
• Communicate findings, areas of coaching trends and needs to the leadership team. While sharing new information and training staff for improvements.
• Assist in investigating escalations in the Contact Center systems while assisting in root cause analysis to the internal Contact Center leadership team.
• Weekly business operations immersion – performing the work that the incumbent will be providing feedback on.
• Participate in meetings to share QA updates, trends and quantification updates and reporting.
• Performs other duties as assigned or apparent by department.

Required knowledge, skills and abilities to perform the role include the following:
Education, Work Experience or Related Experience:

• A high school diploma or equivalent is required
• Two to Four-year college degree highly preferred
• Two years of relevant experience in which the incumbent has proven successful experience engaging, identifying and understanding the customers’ need from a call / contact center experience.
• Coaching and feedback experience in a contact center environment is strongly preferred.
• Hospice, durable medical equipment, pharmacy, managed care or other pertinent health care services industry experience strongly preferred.

Specialized Knowledge, Skills & Abilities:

• Additional Knowledge & Skills • Healthcare background and bilingual a plus. Working knowledge of MS Outlook, MS-Excel, MS-PowerPoint, and MS-Word).
• A thorough knowledge of common sales communication techniques, identification of the clients’ value proposition from a contact center perspective. The ability to utilize this knowledge to engage agents, effectively

develop and coaching strategy to assist in Quality Assurance (QA) solutions is required.

• Excellent communication, presentation and interpersonal skills are required to perform the functions as described, including the ability to present solutions, persuade agents and leadership.
• A basic understanding of the operations of the durable medical equipment industry and hospice industry.
• The ability to be proactive and self-directed utilizing good time management, decision-making, and organization skills is required. Incumbents must be able to prioritize multiple tasks.
• A good understanding of State SERV’s products, technologies, selling strategies and internal business functions is necessary to become proficient and competent in this role.
• Must have the ability to work in a fast pace entrepreneurial environment

Physical Requirements and Demands:

• Candidate may be asked to work overtime occasionally. They must be flexible for various project assignments whenever needed. Physical Requirements General office demands.
• Regular eye-hand coordination and manual dexterity is required to operate office equipment.

Job Type: Full-time

Pay: $21.00 per hour

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• Paid time off
• Vision insurance
• Work from home

Experience level:

• 2 years

Shift:

• Day shift
• Morning shift

Weekly day range:

• Monday to Friday
• Weekend availability

Work setting:

• Call center
• Remote

Application Question(s):

• Can you work the schedule as follows: Sunday-Thursday, 7am to 4pm?
• Do you have a quiet, dedicated workspace, free of distractions?

Education:

• High school or equivalent (Required)

Experience:

• Quality assurance: 2 years (Required)
• Customer service: 2 years (Preferred)
• Call center: 2 years (Preferred)

Work Location: Remote

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