Contact Center Quality Assurance Coach, Ohmg Access Center, Downtown Orlando

Position Summary
Orlando Health Medical Group is a comprehensive physician group serving patients from across the southeastern United States. With more than 200 practices and 1,200 physicians, Orlando Health Medical Group has a strong representation in over 55 specialties, including cardiology, vascular medicine, orthopedics, oncology, digestive health, neurology, neurosurgery, bariatric surgery, general surgery, bone marrow transplant and critical care medicine, as well as more than 30 pediatric subspecialties, women's health, primary care and the largest hospitalist program in Florida.
Orlando Health Medical Group is part of the Orlando Health system of care, which includes 24 award-winning hospitals and ERs, 9 specialty institutes, 14 urgent care centers, 100+ primary care practices and more than 60 outpatient facilities that span Florida's east to west coasts and beyond. Collectively, we honor our 100-year legacy by providing care for more than 142,000 inpatient and 3.9 million outpatient visits each year.
Orlando Health is committed to providing you with benefits that go beyond the expected, with career-growing FREE education programs and well-being services to support you and your family through every stage of life. We begin your benefits on day one and offer flexibility wherever possible, so that you can be present for your passions. "Orlando Health Is Your Best Place to Work" is not just something we say, it's our promise to you.
Position Summary
The Quality Assurance Coach is responsible for conducting coaching, maintaining quality standards, and collaborating with leadership on ways to improve quality and experience. This position coordinates with our training department to develop on-going trainings and education materials relative to the Patient Access role. The Quality Assurance Coach aims to build awareness of available resources and works with team members to create individualized goals for continuous improvement, all in an effort to deliver outstanding service that drives the best experience possible. This position supports the Patient Access Leadership with quality initiatives, process improvements, and overall performance improvement. Performs daily Quality Assurance audits and outcome assessments on the accuracy of patient data, both system-related and process-related. Responsible for monitoring call flow, core skills and workflow to ensure accurate appointment scheduling, and call handling.
Orlando Health Medical Group Access Center Department
****Located in Downtown Orlando****
Responsibilities

• Reviews agent quality reports, composed of quality scores generated by auditors, and phone calls to conduct coaching.
• Assists management in the development and updating of reports to identify and track quality trends.
• Provides feedback to agents based on quality standards via the Coaching environment within the Quality Management platform, i.e., Observe.ai.
• Answers questions and assists team members with issues regarding soft skills, policies, and procedures.
• Remains current and proficient in all operational procedures in order to provide appropriate coaching based on Quality Assurance trends.
• Regularly rounds and shares best practices with team members.
• Coordinates with and assists Training with the initial training, coaching, and development of new hires.
• Coordinates with Training to develop periodic refreshers, develop new training programs and updating of training modules.
• Identifies team members who need additional coaching and works with Quality Assurance and Operational Management to identify areas of improvement.
• Reviews appropriate reports and databases to monitor patient account errors and tracks and trends/errors.
• Maintains reports, statistics and documentation as assigned.
• Supports and reinforces communication protocols with patients and the practice to provide ongoing feedback regarding core skills, accuracy/errors.
• Supports and reinforces training with team members on the purpose of service excellence and how to ensure high quality outcomes.
• Assists and supports the implementation of process improvements, both intradepartmental and interdepartmental.
• Assists in expediting issue resolutions as assigned.
• Maintains reasonably regular, punctual attendance consistent with Orlando Health policies, the ADA, FMLA and other federal, state and local standards.
• Maintains compliance with all Orlando Health policies and procedures.
• Communicates with clinic, training and Access Center leaders to create efficiencies.
• Participates in corporate downtime recovery and emergency intakes as assigned.
• Participates in all requirements of the Professional Development focusing on systems, workflows and overall experience.

Qualifications
Education/Training
Associate Degree Required or Equivalent Relevant Experience with High School Graduate Degree
Bachelor's Degree Preferred
Experience

• Two (2) years of relevant experience with 1+ years in healthcare preferred
• Strong customer service skills required
• Experience and knowledge of Contact Center operations preferred
• Adult training or teaching experience desired

Additional Skills Preferred

• Demonstrates a personal commitment to promoting high performance
• Possesses excellent communication and presentation skills
• Demonstrates diplomacy and patience while interacting with colleagues
• Holds strong analytical and problem-solving skills
• Maintains high energy and a positive attitude
• Thinks quickly and uses appropriate judgment