Compliance Call Monitoring Specialist

Job Summary

The Compliance Call Monitoring Specialist is responsible for evaluating the content of communication of the Direct to Patient (DTP) Customer Development Representatives (CDR), Patient Sales Specialists (PSS) who deal with patients and doctors' offices over the phone and through online SMS services.

They will monitor inbound/outbound calls, and SMS chat to assess CDR’s technical accuracy, customer sale/service performance, and conformity to Inogen's policies and procedures, as well as Medicare/Private insurance requirements.

This individual will assist in making recommendations for enhancements to training materials as needed.

Responsibilities (Specific tasks, duties, essential functions of the job)



* Review quality and compliance of outbound and inbound calls, as well as SMS communications, by DTP, Customer Development, and PSS Representatives through monitoring and use of call recording system and applications.


* Identifies training needs and communicates needs to training department as needed.


* Uses quality monitoring data management system to compile and track performance at team and individual level.


* Conducts calibration sessions on calls for compliance issues or scripting variations with DTP/PSS Managers, Supervisors, and Training Department.


* Provides ongoing feedback to Managers and Supervisors regarding call monitoring activity and compliance issues identified.


* Update CDR compliance log.


* Maintain regular and punctual attendance.


* Comply with all company policies and procedures.


* Assist with any other duties as assigned.

Knowledge, Skills, and Abilities



* Ability to multitask and successfully operate in a fast-paced, team environment.


* Must have strong work ethic.


* Excellent oral and written communication skills required.


* Attention to detail is required.


* Effective conflict resolution.


* Analytical & problem-solving skills & ability to multitask.


* Excellent presentation skills with ability to conduct presentations comfortably to large groups.


* Demonstrated capability for problem solving, decision making, and conflict resolution.


* Strong relationship building and interpersonal skills.

Qualifications (Experience and Education)



* Associate's degree in Business, English, Communications, or related field of study, preferred.


* 1-3 years sales/call center experience, required.


* 1-3 years’ experience in a Call center Lead/Supervisor or Quality Assurance role, preferred.


* Intermediate knowledge/proficiency in Microsoft Office, required.


* A combination of training, education, and experience that is equivalent to the qualifications listed above and that provides the required knowledge, skills, and abilities.

Disclaimer

The above statements are intended to describe the general nature and level of work being performed by people assigned to this classification.

They are not intended to be co...