Customer Service Quality Analyst

Our promise to you:

Joining AdventHealth is about being part of something bigger. It’s about belonging to a community that believes in the wholeness of each person, and serves to uplift others in body, mind and spirit. AdventHealth is a place where you can thrive professionally, and grow spiritually, by Extending the Healing Ministry of Christ. Where you will be valued for who you are and the unique experiences you bring to our purpose-minded team. All while understanding that together we are even better.

The Customer Service Quality Analyst performs a wide range of duties to support pharmacy operations. This position monitors live calls, emails, voice of the customer survey responses, and phone call recordings. Additionally, this role provides feedback to ensure adherence to pharmacy processes and procedures. This position maintains, and updates call scripts, job aids, and assists in developing training materials. The role involves extensive data entry, compiling, reconciling, and record maintenance for pharmacy operations.

• Engages in quality reporting as necessary. 
• Identifies and implements training initiatives.
• Conducts new-hire training, refresher courses, and one-on-one training sessions employees.
• Collaborates with team members to resolve customer service issues. Communicates effectively with customers and team members.
• Maintains confidentiality of patient, employee, and departmental information. Monitors calls and emails between the Pharmacy and internal/external customers.
• Provides feedback to ensure adherence to pharmacy processes and procedures. Updates and maintains call scripts, help files, and training materials. Identifies and documents opportunities for process and service delivery improvements.
• Other duties as assigned

• Accuracy and attention to detail for long periods of time; excellent organization skills. [Required]
• Must be able to multitask efficiently with other assigned duties and be ready to accept new tasks with calm demeanor [Required]
• Individual must have excellent customer service skills, inter-personal skills, communication skills, accuracy, and the ability to follow up. [Required]
• Use of telephone, Bluetooth headset and multipurpose copier/fax. [Required]
• Proficiency skill set in MS Office: Word, Excel, Outlook and Power Point [Required]
• Ability to type fifty or more words per minute with excellent spelling, punctuation, grammar, and oral and written communications [Required]
• Knowledge of basic statistics [Required]

• Associate [Required]
• Bachelor's [Preferred]

• 2+ years experience in customer service and training role [Required]
• Experience in pharmacy, supply chain or related health care organization [Preferred]

Certain positions are subject to Florida Level 2 background screening, including fingerprinting, as required by state law.

Applicants may review general information about Florida’s background screening requirements at the Florida Care Provider Background Screening Clearinghouse:
https://info.flclearinghouse.com/

This facility is an equal opportunity employer and complies with federal, state and local anti-discrimination laws, regulations and ordinances.