Must have experience working in substance abuse and mental health setting.
Schedule: M-F 9a-5p
Experience with Salesforce and CTM preferred.
Job Title: Substance Abuse Admissions Call Center Quality Assurance Specialist
Location: Fort Lauderdale Florida
Company Overview:
Legacy Healing Center is a leading substance abuse treatment facility committed to providing compassionate and effective care to individuals struggling with addiction. Our admissions call center serves as the first point of contact for individuals seeking help, and we are dedicated to upholding the highest standards of quality and professionalism in every interaction. Legacy is a Drug Free Workplace and an Equal Opportunity Employer.
Job Description:
As a Quality Assurance Specialist for our substance abuse admissions call center, you will play a pivotal role in ensuring the quality of calls and upholding our company's core values on every interaction. You will be responsible for monitoring and evaluating calls made by our admissions team, providing constructive feedback, and implementing strategies to enhance the overall quality of service provided to callers.
Key Responsibilities:
1. Monitor and evaluate incoming and outgoing calls to ensure adherence to company policies, procedures, and regulatory requirements.
2. Assess call quality based on predefined criteria, including professionalism, empathy, accuracy of information, and adherence to script guidelines.
3. Provide timely and constructive feedback to admissions staff to facilitate continuous improvement in call handling skills.
4. Identify training needs and develop training materials or conduct training sessions to address gaps in performance.
5. Collaborate with team leaders and managers to implement quality improvement initiatives and best practices.
6. Conduct regular audits of call recordings and documentation to ensure accuracy and completeness.
7. Maintain detailed records of quality assessments, feedback, and performance metrics.
8. Serve as a resource for admissions staff, providing guidance and support on handling challenging calls or situations.
9. Actively participate in meetings and discussions to contribute ideas for improving call center operations and customer satisfaction.
10. Uphold and promote the company's core values of compassion, integrity, and respect in all interactions with callers and colleagues.
Qualifications:
- Previous experience in a quality assurance or quality control role in a call center environment, preferably in the healthcare or substance abuse treatment industry.
- Strong understanding of substance abuse treatment principles and terminology.
- Excellent communication skills, both verbal and written.
- Ability to provide constructive feedback in a professional and supportive manner.
- Detail-oriented with strong analytical and problem-solving skills.
- Proficiency in Microsoft Office suite and call monitoring software.
- Ability to work independently and collaboratively in a fast-paced environment.
- Commitment to upholding ethical standards and confidentiality.
Join our team and make a meaningful difference in the lives of individuals seeking help for addiction. If you are passionate about quality assurance and dedicated to upholding our company's values, we want to hear from you. Apply today!
Benefits Include:
- 100% Employer paid LA Fitness gym membership, Life insurance, and short-term disability insurance.
- Medical, Dental, Vision and Long-Term Care coverage
- 401k with 6% Employer Match
- 4 weeks PTO
- Great work atmosphere and unmatched company culture!
**************In Person Only****************
Job Type: Full-time
Pay: $45,000.00 - $50,000.00 per year
Benefits:
- 401(k)
- 401(k) matching
- Dental insurance
- Health insurance
- Life insurance
- Paid time off
- Vision insurance
Schedule:
- 8 hour shift
- Day shift
- Monday to Friday
Experience:
- Substance Use Disorder/Mental health: 1 year (Preferred)
Ability to Relocate:
- Fort Lauderdale, FL 33309: Relocate before starting work (Required)
Work Location: In person