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Form of workPosition 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
rforms daily Quality Assurance audits and outcome assessments on the accuracy of patient data, both system-related and process related, for Contact Center departments. Responsible for monitoring call flow, core skills and workflow to ensure accurate appointment scheduling, and call handling.
Orlando Health Medical Group Excellence Service
****Located in Downtown Orlando****
Responsibilities
- Listens to recorded telephone calls handled by Scheduling Coordinators and other recorded Team Members.
- Reviews call quality and patient expectations in relation to customer Service Excellence standards.
- Reports issues identified during the call process, patient registration, scheduling, and compliance guidelines assigned by the department manager for appropriate resolution.
- Reviews appropriate reports and databases to monitor patient account errors and tracks and trends/errors.
- Maintains reports, statistics and documentation as assigned.
- Sets the quality standards for incoming and outgoing calls for Call Center.
- Establishes communication protocols with patients and the practice to provide ongoing feedback regarding core skills, accuracy/errors.
- Performs in-service QA training with team members regarding performance and feedback. During this training, the QA Analyst educates agents on the purpose of customer Service Excellence and how to ensure high quality outcomes.
- Communicates individual and departmental scores/trends to the department manager and to managers/supervisors within Contact Center or other operational areas as appropriate.
- Assists and supports the implementation of process improvements, both intradepartmental and interdepartmental.
- Assists in expediting issue resolutions as assigned.
- Participates in the communication process between the department manager, the Contact Center Teams, and the practices.
- 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.
- Participates in corporate downtime recovery and emergency intakes as assigned.
- Participates in all requirements of the Professional Development Program focusing on systems, patient relations in regards to customer service.
- Knowledge of medical terminology.
- Effectively communicates (in writing and verbally) with team members, customers and guests in a professional manner.
Qualifications
Education/Training
High school graduate or equivalent. Successful completion of Orlando Health Windows Proficiency test.
Experience
Two (2) years of healthcare experience or Quality Assurance related experience.
