Jayson Catapang

Performance Management:

• Ensures that the Quality Team meets standards for monitoring in an objective fashion all customer contact points. (Web, voice, and e-mail).
• Responsible for reporting all behavior that does not conform to the client standards set by the company and the account management.
• Designs and implements reports to establish patterns and trends as they may arise.
• Able to provide quantifiable data to all quality judgments that are made.
• Works with Operations and Support Groups to drive change and improvement.
• Engage in on-going communication with the account and business partner, acting as quality liaison to resolve outstanding quality issues, provide audit follow-up, and ensure customer satisfaction with the vendor's quality systems.
• Review and approve process and QC documentation to release processes for distribution.

People Management:

• Oversees the performance of QAs of the account.
• Ensures efficiency in delivering performance expectations of the QAs.
• Handles and resolves inconsistency of the team to change as it involves conflicting views and opinions.
• Conducts regular meetings and/or coaching sessions with team members providing work advise and .
• Expands personal and team knowledge through training or seminars motivation.
• Manages administrative responsibilities for the QA Team such as Discipline Management, Performance Management, Scorecard Maintenance, HR-related requirements etc.
• Creates developmental plans to aid in career progression of the QAs.

Call/Transaction Monitoring:

• Responsible for monitoring voice and/or non-voice transactions in an objective fashion. (Web, voice, and e-mail).
• Encodes evaluations in a central repository and summarizes/analyses results.
• Identify provider's contact reasons and pain points/sentiments.
• Works with Operations as an auditor as well as regulator of quality issues.

Provider Experience:

• Provide actionable insights to Operations based on the summary/ analysis done on the surveyed calls.
• Call out any mismatch between survey verbatim and call listening.

Calibration:

• Conducts Calibration Sessions with the Client and with Operations.

Reporting:

• Designs and implements reports to establish patterns and trends of Quality issues as they may arise.
• Works with Training and Operations to provide trend reports to address any issues that need refresher training or that may be newly discovered.
• Provides updated, accurate and timely reports as required to the Quality Lead/Manager.
• Reports all behavior that does not conform to the Quality standards set by the company and the account management.

• Enhanced provider satisfaction by efficiently addressing and resolving healthcare-related inquiries.
• Gathered information, assessed and fulfilled callers' needs and educated on important policies and procedures.
• Ensured compliance with HIPAA regulations when handling sensitive patient information, protecting client privacy at all times.

• Handled incoming customers professionally that needs assistance with sending and/or receiving their remittances, and money changing.