Supervisor, PACC Quality & Training-2- Skokie, IL

• Sign on bonus: N/A
• Position: Supervisor, PACC Quality and Training
• Hourly Pay Range: $26.61 -$39.92. The hourly pay rate offered is determined by a candidate's expertise and years of experience, among other factors.
• Location: Corporate Center Warrenville 4201 Winfield Road
• Full Time/Part Time: Full time
• Hours: Monday-Friday, 8am - 5pm
• Weekends: No
• Required Travel: No

What you will do:

• The Supervisor, PACC Quality & Training reports directly to the Manager PACC Quality, Training & Resource Team. This individual oversees a team of Quality Improvement Analysts and Support Specialists, tasked with conducting quality assessments for contact center operations.

• Working alongside the Quality and Training teams, the Quality Improvement Supervisor is responsible for establishing, enhancing, and managing an internal agent knowledge base. This involves approving requests for new and updated articles and ensuring adherence to protocols that maintain a single, reliable source of information.

• Supervise the quality monitoring and independent quality assurance programs within the contact center, assuming the role of the key subject matter expert. Initiate calibration sessions with both in-house leadership and outsourced partners to maintain uniformity in implementing performance standards.

• Formulate both long-term and short-term strategies and process enhancement initiatives that influence Quality by conducting ongoing reviews and needs assessments.

• Additionally, assume the leadership of the ongoing quality improvement program within the contact centers. Identify and address impediments, outdated protocols, and conflicting information, and implement corrective measures to ensure continual improvement.

• Directly supervises the Support Specialist team responsible for delivering second-level support to contact center representatives. This involves addressing real-time issues related to scheduling, messaging, and registration for MG and HOV patients.

• Additionally, the team facilitates the testing and implementation of new programs, handles non-phone patient interactions, and provides phone support during peak volume periods as required and support for training initiatives.

• Creates quality improvement (QI) reports for the leadership team, encompassing process audit findings, updates in knowledge management, and agent quality assessment scores.

What you will need:

• Education: Associate's Degree or higher in Business or Healthcare related field preferred, or 4 years of related experience in lieu of degree required.
• Certification: N/A
• Experience: 3 Years Quality Assurance required, at east 1 year experience in supervisory or leadership positions within a call center or scheduling department preferred

• Experience in contact center quality assurance and analysis programs.

• Exceptional written and verbal communication skills

  A strong understanding of the contact center environment and the role Quality Assurance plays in the attraction, retention, and performance of high-quality employee talent.

• Technical skills and proficiency in the use of various presentation and analytical tools necessary for the creation of visually and verbally engaging content.

• Knowledge of Training and Quality Assurance tools: Knowledge management, data, text or speech analytics, LMS, and other authoring and analytics tools.

Benefits (For full time or part time positions):

• Career Pathways to Promote Professional Growth and Development
• Various Medical, Dental, Pet and Vision options
• Tuition Reimbursement
• Free Parking
• Wellness Program Savings Plan
• Health Savings Account Options
• Retirement Options with Company Match
• Paid Time Off and Holiday Pay
• Community Involvement Opportunities

Endeavor Health is a fully integrated healthcare delivery system committed to providing access to quality, vibrant, community-connected care, serving an area of more than 4.2 million residents across six northeast Illinois counties. Our more than 25,000 team members and more than 6,000 physicians aim to deliver transformative patient experiences and expert care close to home across more than 300 ambulatory locations and eight acute care hospitals - Edward (Naperville), Elmhurst, Evanston, Glenbrook (Glenview), Highland Park, Northwest Community (Arlington Heights) Skokie and Swedish (Chicago) - all recognized as Magnet hospitals for nursing excellence. For more information, visit www.endeavorhealth.org.

When you work for Endeavor Health, you will be part of an organization that encourages its employees to achieve career goals and maximize their professional potential.

Please explore our website (www.endeavorhealth.org) to better understand how Endeavor Health delivers on its mission to "help everyone in our communities be their best".

Endeavor Health is committed to working with and providing reasonable accommodation to individuals with disabilities. Please refer to the main career page for more information.

Diversity, equity and inclusion is at the core of who we are; being there for our patients and each other with compassion, respect and empathy. We believe that our strength resides in our differences and in connecting our best to provide community-connected healthcare for all.

EOE: Race/Color/Sex/Sexual Orientation/ Gender Identity/Religion/National Origin/Disability/Vets, VEVRRA Federal Contractor.