Bilingual Customer Service Analyst

 Grand Rounds
 December 30, 2020
 Remote
About us:
Grand Rounds is a tech-driven healthcare company dedicated to raising the standard of healthcare for everyone, everywhere. By harnessing the power of technology, we connect nearly 6 million members to top-rated doctors and data-driven insights to make better informed healthcare decisions. Driven by premier thought leaders in patient care, technology, and business since 2011, our team of 800+ proudly serves Walmart, Costco, Salesforce, and over 140 of America’s top employers as a free employee benefit. Chosen as a 2019 Best Place to Work by Glassdoor and a UCSF Digital Health Award winner for Employer Wellness, Grand Rounds thrives at the forefront of technology-driven healthcare innovation.
The Role:
Focus of the Service Quality Analyst (SQA) will be bringing data-driven insight to the leadership team regarding the patient experience. SQAs help leaders understand what members are telling us about their healthcare journey, how our operations are performing, and how we can scale and improve operations as we continue caring for members like our own family. SQAs  also share customer level insights on member experience with leaders on our Customer Success and Customer Operations team to ensure account health. SQAs conduct regular reviews of calls and cases to ensure our Patient Care team is providing the highest level of service possible and provide performance insights to leaders to ensure the Patient Care team has the resources needed to be successful. 
The ideal candidate will have a passion for service and care excellence. They will demonstrate excellent attention to detail and accuracy. You should be analytically oriented, ready to leverage data and quick problem solving to make effective decisions. You should love the puzzle of using data to answer questions and provide insights. Additionally, you should be comfortable taking ownership of your piece of the business and have a desire to collaborate with leadership to make decisions that will have a positive impact on the people we serve.

Responsibilities:

  • Support quality reviews by evaluating and providing feedback on call and case management to assess performance and member impact.
  • Analyze, synthesize, and communicate insights on member experience and member feedback
  • Analyze operational indicators of emerging issues with leadership to identify interventions to reduce impact on members
  • Develop and administer reports on account level health related to service and member experience.
  • Communicate insights and partner with operational leaders to identify actions to improve member experience
  • Conduct call and case reviews for quality monitoring
  • Support triaging and managing customer escalations and service recovery opportunities 
  • Analyze the impact of member experience programs and investments, using data to support recommendations on strategy decisions
  • Lead focus groups with frontline employees to identify opportunities for improvement and assess impact of service excellence initiatives
  • Research external best practices and tools to inform Grand Round’s programs and practices

    • Qualifications & Skills :

  • Bachelors Degree preferred, or equivalent experience
  • 3+ years in roles that required analytical problem-solving and interpretation of data
  • Experience using data and metrics to test theories, confirm assumptions, generate insights/recommendations, and measure success
  • Passionate about excellence in customer service
  • Fast learner, can pick up new content/industries quickly in an extremely fast-paced environment
  • Proven organizational, communication, and informal leadership skills
  • Self-starter and team player who can build relationships with a wide range of partners and approaches challenges with a can-do attitude
  • Previous health care experience a plus
  • Able to adapt rapidly to process changes
  • Strong influencing and collaboration skills
  • Thrives in a fast-paced environment and quick learner
  • Ability to create reports, dashboards and visualizations. Comfort with Google Apps platform and Mac OS to develop tools and reports
    • Ind11
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    Grand Rounds is an Equal Opportunity Employer and considers applicants for employment without regard to race, color, religion, sex, orientation, national origin, age, disability, genetics or any other basis forbidden under federal, state, or local law. Grand Rounds considers all qualified applicants in accordance with the San Francisco Fair Chance Ordinance.