Position Status:PT20

Location:Nashville, TN

JOB TITLE: FT Patient Experience Interviewer      REPORTS TO (POSITION): IC Supervisor               
DIVISION:  Research                                              LOCATION: Nashville Call Center
DEPARTMENT: IC                                                    DATE OF ORIGIN:
FLSA CLASSIFICATION: Non-Exempt                    REVISION DATE: 4/26/2016

 

Position Summary

Our Telephone Interviewers conduct telephone surveys using a computer-assisted telephone interviewing system. Telephone Interviewers are expected to collect complete, accurate, and unbiased information from respondents. Survey questions are standardized and must be read exactly as written. All of the information gathered for the surveys is kept confidential, and Interviewers are responsible for maintaining the confidentiality of the information they gather. This is a call center environment. Results of these surveys help to inform medical providers of the ways that they can improve their quality of care, so your work ultimately serves to improve patients’ experience.


ESSENTIAL DUTIES OR RESPONSIBILITIES

• Conducting confidential interviews with patients
• Escalation of issues following defined procedures
• Achieving set productivity and quality scores on an ongoing basis

 

A.KNOWLEDGE/EDUCATION AND EXPERIENCE REQUIRED:

• A high school diploma; some college preferred
• Experience in the healthcare industry a plus, though not required
• Bilingual fluency in English and Spanish a plus
• Previous call center or data collection experience a plus, though not required


B.SKILLS REQUIRED (manual, verbal or mental manipulation of data or things):

• Clear speaking voice & a strong command of the English language
• Great interpersonal & communication skills
• Ability to read surveys verbatim
• Ability to communicate in an articulate and professional manner that is easily understood on the phone
• Basic computer skills & the ability to accurately record the information you receive
• Ability to type a minimum of 25 wpm


C.ABILITIES REQUIRED (work characteristics, behaviors, leadership abilities, etc.):

• Efficient self-motivator with the ability to reach targeted goals
• Demonstrates a professional and positive attitude on and off the phones
• Adheres to data collection and quality assurance standards
• Ensures confidentiality of the client and of the respondent's answers
• Collaborates with supervisor and peers to be an engaged member in a team environment 

 


I have received and read this job description and understand the requirements of the job.  I understand this job description is not intended to be all-inclusive; other duties as assigned may be required.  Further, I acknowledge that HealthStream reserves the right to revise or change job duties as the need arises.


             
Employee’s Signature                                                                  Date

             
Supervisor/Manager                                                                    Date

             
Human Resources Representative                                                 Date