Specialist, PXSO Quality

Company: Oak Street Health

Title: Associate, PXSO Quality

Role Description:

The Associate, PXSO Quality is responsible for assessing the quality of the performance of PXSO team members. The Associate, PXSO Quality monitors inbound and outbound calls to assess a PXSO team member’s demonstration of Oaky Way service behaviors, technical accuracy, customer service performance, and conformity to company policies, and workflows. This role assists in developing, creating, and implementing PXSO quality processes and procedures as well as making recommendations for enhancements to training materials as needed.

Core Responsibilities:

• Perform call monitoring and provide feedback on performance to leadership team

• Monitor and report trend data to the necessary parties

• Identify and resolve workflow and production issues

• Participate in call calibration sessions to understand and identify customer service expectations

• Other duties as assigned

What are we looking for?

• High school diploma or equivalent required; Undergraduate degree preferred

• 1+ years of customer service experience in a call center environment

• Proficient with technology, software applications, and phone systems

• Exceptional verbal and written communication skills

• Demonstrated ability to meet and/or exceed determined performance goals

• Spanish speakers preferred, but not required

• US work authorization

• Someone who embodies being “Oaky”

What does being “Oaky” look like?

• Radiating positive energy

• Assuming good intentions

• Creating an unmatched patient experience

• Driving clinical excellence

• Taking ownership and delivering results

• Being relentlessly determined

Why Oak Street Health?

Oak Street Health is on a mission to “Rebuild healthcare as it should be'', providing personalized primary care for older adults on Medicare, with the goal of keeping patients healthy and living life to the fullest. Our innovative care model is centered right in our patient’s communities, and focused on the quality of care over volume of services. We’re an organization on the move! With over 150 locations and an ambitious growth trajectory, Oak Street Health is attracting and cultivating team members who embody “Oaky” values and passion for our mission.

Oak Street Health Benefits:

• Mission-focused career impacting change and measurably improving health outcomes for medicare patients

• Paid vacation, sick time, and investment/retirement 401K match options

• Health insurance, vision, and dental benefits

• Opportunities for leadership development and continuing education stipends

• New centers and flexible work environments

• Opportunities for high levels of responsibility and rapid advancement

Oak Street Health is an equal opportunity employer. We embrace diversity and encourage all interested readers to apply.

Learn more at www.oakstreethealth.com/diversity-equity-and-inclusion-at-oak-street-health