IT - Customer Service Quality Navigator

Unicare Community Health Center-Ontario 437 HQ, 437 North Euclid Ave, Ontario, California, United States of America

Posted Thursday, July 2, 2026 at 7:00 AM

Under the Direction of the CIO, the Customer Service Quality Navigator is responsible and goal to maintain a high and consistent level of support quality across the team. It is your responsibility for ensuring our patients receive seamless excellent treatment, coordinated care across all of our locations and departments. The Customer Service Quality Navigator works with patients and their families to address concerns or special needs that may arise.

This Patient Experience liaison works directly with various members of the healthcare team, different departments, and administration to solve problems that patients & families may have with the goal of facilitating a positive patient experience.

• Establish and refine internal standards for support and call center quality assurance.
• Review a selection of support agents’ interactions across various channels (calls, emails, chats, ect.)
• Evaluate support engagements against predetermined quality benchmarks.
• Provide call center agents with constructive feedback and guidance during regular meetings.
• Tactful Interaction:
  Maintain effective communication on all levels through professional and tactful interactions, ensuring a positive patient experience.
• Proactive Support:
  Manage the patient’s journey proactively, ensuring all aspects of their care are efficiently organized and any obstacles are promptly addressed.
• Multitasking Ability:
  Perform responsibilities with frequent interruptions and distractions, maintaining a calm and organized approach.
• Engage in dialogue with call center agents to elaborate on and clarify feedback.
• Analyze customer service metrics and their correlation with support team performance.
• Devise strategies to enhance support KPI’s.
• Assist in enhancing agent performance through targeted guidance and ongoing support.
• Identify training and onboarding needs and spearhead relevant initiatives.
• Monitor customer service performance at both individual agent and team levels.
• Generate comprehensive reports reflecting support performance.
• Communicate support team performance findings to upper management.
• Participate in calibration sessions to ensure consistency in internal evaluations.
• Foster positive team culture.
• Listens into calls to ensure patients are getting the best customer service.
• Works closely with the EMR team to facilitate patient registration and streamline patient experience using technology and other tools to enhance the patient experience when the patients are at our clinics.
• Works with individuals or departments to limit or resolve delays in service.
• Makes follow up phone calls to patients and solicit feedback about their experience and forward any clinical questions to the appropriate manager.
• Educates health care professionals and employees on the varied ways to humanize a patient’s experience based on feedback from individual patients and their families.
• Collects data about patient care problems, prepares reports, analyzes trends, and reports information to appropriate departments for action.
• Maintain clear communication with management about overall customer service.
• Assist in the development of technology and service innovations to ensure a closed loop system of communication and coordination.
• Maintain documentation log of patient interactions/compliments/complaints, the action taken and final resolution of the issue.
• Observe staff in actual patient interactions - assess best practices for communication. Provide constructive feedback to administrative leads.

• High School Diploma or equivalent required.
• Two to three years of experience working in community or health settings preferred.
• Demonstrated commitment to impacting the care of patients.
• Prior experience with call centers.
• Demonstrates proficiency in analytical abilities.
• Experience in quality assurance procedures.
• Strong interpersonal skills, including adeptness in delivering constructive feedback.
• Knowledge of complex patient issues preferred.
• Experience working as a patient…