Responsibilities

National Call Center (a UHS company)

One of the nation’s largest and most respected providers of hospital and health-care services, Universal Health Services, Inc. has built an impressive record of achievement and performance. Growing steadily since its inception into an esteemed Fortune 500 corporation, our annual revenues were $11.4 billion in 2019. In 2020, UHS was again recognized as one of the World’s Most Admired Companies by Fortune; in 2019, ranked #293 on the Fortune 500; and in 2017, listed #275 in Forbes inaugural ranking of America’s Top 500 Public Companies. Headquartered in King of Prussia, PA, UHS has more than 90,000 employees and through its subsidiaries operates 26 acute care hospitals, 328 behavioral health facilities, 42 outpatient facilities and ambulatory care access points, an insurance offering, a physician network and various related services located in 37 U.S. states, Washington, D.C., Puerto Rico and the United Kingdom.

Position Summary:

This position provides support to the SUD National Call Center to effectively manage internal reporting processes and manage the call quality review system. This position is responsible for the gathering and distributing reports on a daily and monthly basis. This data collection includes aggregating call volume metrics, call center agent metrics and census reports for the FRN/UHS free standing SUD Facilities, daily and rolling up monthly.

This position is responsible to perform quality call reviews for assigned locations and will independently “score” calls measuring quality metrics on call center agents using a systemic random process. The over call quality metrics will be presented to National Call Center leadership monthly through a dashboard for corporate reporting. This position will also review any complaints/concerns that arise from callers or facilities supported by the SUD National Call Center.

This opportunity provides the following:

UHS offers a challenging and rewarding work environment Growth and development opportunities within UHS and its subsidiaries Competitive Compensation Excellent Medical, Dental, Vision and Prescription Drug Plan. 401k plan with company match

Stock purchase discount Generous Paid Time Off

Essential Job Duties:

• Manages the call quality review systems which includes the review of daily, weekly, monthly, and yearly call center reports. Uses appropriate methods to filter, score, analyze data and communicating appropriately with the goal of improving overall quality and performance.

• Gathers and provides managers with appropriate scorecard results and collaborate on ideas for improvement to reduce variances.

• Collaborates with supervisor to prioritize business, information, and reporting needs necessary for projects and admission center functions.

• Reviews any complaints/concerns that arise from callers or facilities supported by the SUD National Call Center and provides recommendations where applicable.

• Communicates regularly with sales managers to understand on metrics details and report errors and/or gaps in admissions documents.

• Collaborate with individual facility management for reporting needs.

• Prepares and presents on monthly calls appropriate quality reports to the leadership team. Collaborates with the team on ideas for improvement.

• Performs other duties as assigned/required by this position.

  Qualifications

  Education:

  Associate degree, Required

  Knowledge:

• 1-3 years of experience required

• Advanced Microsoft Office Suite

• Excellent verbal and written communication

• Strong analytical skills

• Strong attention to detail

  EEO Statement:

  All UHS subsidiaries are committed to providing an environment of mutual respect where equal employment opportunities are available to all applicants and teammates. UHS subsidiaries are equal opportunity employers and as such, openly support and fully commit to recruitment, selection, placement, promotion and compensation of individuals without regard to race, color, religion, age, sex (including pregnancy, gender identity, and sexual orientation), genetic information, national origin, disability status, protected veteran status or any other characteristic protected by federal, state or local laws. We believe that diversity and inclusion among our teammates is critical to our success.

  Notice:

  At UHS and all subsidiaries, our Human Resources departments and recruiters are here to help prospective candidates with matching skill-set and experience with the best possible career at UHS and our subsidiaries. We take pride in creating a highly efficient and best in class candidate experience. During the recruitment process, no recruiter or employee will request financial or personal information (Social Security Number, credit card or bank information, etc.) from you via email. The recruiters will not email you from a public webmail client like Hotmail, Gmail, Yahoo Mail etc. If you feel suspicious of a job posting or job-related email, let us know by contacting us at: https://uhs.alertline.com or 1-800-852-3449