Consultant - Patient Financial Services

Responsibilities Participates in design of call monitoring formats and quality standards. Provide training /education to team members on an ongoing basis and educate them on all the activities related to Patient Financial Services. Performs call, and process monitoring and provides trend data to the Manager. Monitor intraday performance of call volume and staffing levels across all queues to ensure ongoing service performance is maintained, identifying, and responding to intervals that require remediation. Uses quality monitoring data to compile and track performance at team and individual level. Coordinates and facilitates call calibration sessions with Manager. Provides actionable data to various internal support groups as needed. Provides feedback to PFS Reps. Conduct organization training needs assessment and identify skills or knowledge gaps that need to be addressed. Skills & Experience Excellent customer service skills. Analytics skills and attention to details. min4+ years of customer-faced experience in international BPO Excellent communication. Strong oral, written, and interpersonal communication skills, sufficient for both internal and. customer- facing communications. Proven ability to effectively manage and organize assigned tasks and workflow.,