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Overview
CommonSpirit Health was formed by the alignment of Catholic Health Initiatives (CHI) and Dignity Health. With more than 700 care sites across the U.S. from clinics and hospitals to home-based care and virtual care services CommonSpirit is accessible to nearly one out of every four U.S. residents. Our world needs compassion like never before. Our communities need caring and our families need protection. With our combined resources CommonSpirit is committed to building healthy communities advocating for those who are poor and vulnerable and innovating how and where healing can happen both inside our hospitals and out in the community.
The Sr. Analyst – HRSS Quality Leave of Absence, designs and implements quality programs to ensure processes and services are delivered according to established quality standards. Contributes to overall LOA process improvement in collaboration with LOA service delivery leaders to develop new and improved quality standards and metrics aligned to industry best practice benchmarks. Provides expertise in productivity and performance analysis with insightful reporting that measures service quality in alignment to specifications.
Responsibilities
• Develop and implement quality assurance programs and procedures for Leave Administration teams [LOACentral]
• Lead/Facilitate performance, productivity measurement and analysis efforts across LOA Central service delivery teams
• Perform Quality assessments, and audits of different deliverables for LOACentral Teams
• Identify and analyze quality issues and track key metrics
• Use analytical tools, statistical techniques to interpret results from the metrics and create meaningful reports
• Proactively identify and monitor trends and help interpret any patterns to management
• Facilitate process improvement through systematic and consistent analysis of key business indicators
• Ensure that deliverables are produced in a timely manner and effectively used in operational processes
• Partner with business stakeholders on various continuous improvement initiatives
• Works independently with little supervision; participates in special projects as assigned
• Supports other team members for quality and reporting related questions; serves as ‘SME’ for LOA Quality
The job summary and responsibilities listed above are designed to indicate the general nature of the work performed within this job. They are not designed to contain or be interpreted as a comprehensive inventory of all job responsibilities required of employees assigned to this job. Employees may be required to perform other duties as assigned.
Qualifications
• Bachelor’s degree or 5 years in a quality assurance position as it relates to leave administration, customer service and customer satisfaction trend analysis.
• 5 years’ QA experience in a call center environment, with strong knowledge of customer care process and techniques
• 5 years’ coaching and providing focused, specific feedback for improved performance and management/trainer for improvement of process/procedures and training curriculum
• 5 years of experience in Leave Administration with demonstrated ability to manage difficult customer situations, to respond promptly to the needs of the customer and solicit feedback to improve customer services
• Excellent oral, written and interpersonal communication skills
• Strong mathematical and MS Excel/Google skills
• Customer service orientation with ability to serve multiple levels of stakeholders
• Critical thinker and problem solver with ability to troubleshoot issues independently or escalate when necessary
• Demonstrates a sense of accountability and sound professional judgment
• Proven analytical capabilities; experience with large amounts of data and ability to assess and analyze information
• Proven attention to detail and strong organizational skills
• Ability to learn quickly and adapt to organizational changes
• Ability to effectively communicate verbally and in writing to all levels of the organization
• Ability to present information to small and large groups of people both in person and virtually
