Call Center Agent (Satisfaction Research Associate)

Position: Satisfaction Research Associate

Department: Satisfaction Research Center (SRC)

Employment Type: Full-Time

Reports To: Team Lead

Key Responsibilities

• Conduct phone surveys with clients, family members, and caregivers in a professional and courteous manner.
• Follow survey guidelines while maintaining a conversational and engaging approach.
• Accurately capture and document participant feedback, responses, and comments in designated systems.
• Ensure survey participants have a positive and respectful interaction experience.
• Maintain productivity and quality standards while meeting assigned survey targets.
• Support healthcare organizations by gathering insights that improve experience management and employee satisfaction.

General Responsibilities

• Maintain strict confidentiality of client, patient, and financial information, in compliance with PHI, ePHI, and HIPAA regulations.
• Adhere to the organization’s workplace culture, policies, and Code of Conduct.
• Complete mandatory compliance training and promptly report any instances of non-compliance.
• Perform other duties as assigned to support departmental and organizational objectives.

Knowledge, Skills, and Abilities (KSAs)

• Strong verbal communication skills with a friendly and professional approach.
• Ability to build rapport and communicate effectively with diverse individuals.
• Comfortable spending extended periods conducting phone conversations.
• Strong listening skills and attention to detail.
• Ability to accurately record information while maintaining conversation flow.
• Basic computer skills and ability to learn new systems and software.
• Ability to work independently while meeting performance expectations.
• Reliable attendance and commitment to scheduled work hours.

Qualifications

• Fluency in English is required.
• Prior experience in customer service, call center operations, healthcare support, surveys, or related fields is an advantage.
• Spanish-English and Russian-English bilingual candidates are highly valued.
• · Ability to handle sensitive information with professionalism and discretion

Benefits:

• Additional leave
• Company events
• Health insurance
• Life insurance
• Paid training
• Pay raise
• Promotion to permanent employee

Work Location: In person