Patient Access Quality Control Specialist

Job Purpose:
Responsible for coordinating and executing activities and training related to compliance and quality standards while monitoring key performance metrics to improve call quality and patient experience.
Primary Duties and Responsibilities:

• Models excellent customer service, promoting and aligning service standards to process improvement with patient-first and ideal state thinking. Adheres to the OrthoIllinois Service Standards.
• Maintain and develop internal support and call quality standards by reviewing and scoring agent calls on a monthly basis.
• Collaborate with the Manager to share evaluations with meaningful and constructive feedback.
• Track monthly improvement goals assigned to the agent by the Manager.
• Manage the onboarding and off-boarding of new providers in the DASH, TASKE, Adutante and Avaya systems in collaboration with IT and internal stakeholders.
• Update and test the DASH scheduling system to ensure data between the EMR (eCW) and DASH is accurate.
• Update and monitor insurance plans in the DASH system. Test to ensure accuracy.
• Monitor and maintain call reports distributed to key stakeholders.
• Update and manage team resource documents under the guidance of the Manager and Director.
• Attend weekly huddles, take notes and update source documents.
• Provide support to Preceptors by maintaining training materials with the most current and up to date materials.
• Assist in answering calls during peak call volumes and/or for additional coverage due to PTO or staff shortages.
• Maintain the organizations telephone system documentation and scripting including the IVR process map under the direction of the Director.
• Provide team support when manager is unavailable or out of the office.
• Capacity to facilitate training related to Central Scheduling systems.
• Other duties as assigned related to Patient Access, Patient Experience and Scheduling.

Competencies:

• Customer Focus: Works with customers to understand needs and ensure that products and services meet their needs. Does what can be done to resolve issues, gets the customer to someone who can help if needed, and follows up to ensure there is resolution. Handles the situation in a conscientious and customer-focused way
• Planning and Organization: Manages a high volume of tasks at one time, prioritizing workload while maintaining a high level of attention to detail.
• Problem Solving: Analyzes data to understand root cause and solves problems with multiple variables, both predictable and unpredictable.
• Professionalism: Shows commitment to quality acting with expertise and integrity; ability to foster collaboration, communicate respectfully, and open to receive feedback
• Initiative / Independence: Works independently with little needed direction taking responsibility for own time and effectiveness. Proactively recognizes opportunities to contribute, recommends and implements process improvements
• Adaptability: Maintains composure in a fast-paced environment, managing changing priorities and adjusting response appropriately to achieve goals; responds to change with a positive attitude and willingness to learn new ways to accomplish work activities and objectives.
• Attention to Detail: Thoroughness in accomplishing a task through concern for all the areas involved, no matter how small. Monitors and checks work or information and plans and organizes time and resources efficiently.
• Communication: Actively listens, interprets verbal and nonverbal cues, and seeks to understand; presents information clearly both verbally and written with the goal to inform and care for patients; able to adjust presentation as needed for audience.
• Comprehension: Understands and applies detailed instructions and factual information in oral, written and /or diagram form.

Organizational Culture:
All OrthoIllinois employees focus on service by putting the mission, vision, and value statements into practice and using the guiding principles of Compassion, Respect, Trust, Integrity, Innovation, Education Fiscal Responsibility, Practice Independence, Accountability, and Empowerment to direct their interactions and decision making. Employees promote and model the service standards to create lasting impressions, extraordinary moments, exceptional on-stage experiences, and meaningful and compassionate connections.
Education and Experience Requirements:

• High School Diploma or GED, required
• At least three years of experience in a similar position and/or performing similar tasks
• Basic working knowledge of Microsoft and Google suites

Environmental/Working Conditions:
Working environment is in an office/clinic setting. Occasional work outside of business hours including evenings and weekends.
Physical/Mental Demands:

• Sit or stand for extended periods of time.
• Requires lifting, carrying and/or moving objects in a manner consistent with most office environments (generally, no more than 10 pounds on a frequent basis and 20 pounds on an occasional basis).
• Finger dexterity for typing on a keyboard and using a mouse for extended periods of time; ability to twist hands or wrists repetitively.
• Possess full range of motion in shoulders and arms, including reaching above or below the shoulder.
• Vision (e.g., depth perception, color vision, strong vision up close).

This description is intended to provide only basic guidelines for meeting job requirements. Responsibilities, knowledge, skills, abilities and working conditions may change as needs evolve