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Form of workAccess Point, a division of Lifepoint Health, is a patient engagement company that works on behalf of physicians, hospital systems, and other key stakeholders to improve engagement and enhance outcomes for the populations they service. Our mission is to improve patient access to care. We believe that success is achieved through talented people. We want to create places where employees want to work, with opportunities to pursue meaningful and satisfying careers that truly make a difference in communities across the country.
We are always looking for people inspired to help us in our mission. If you are someone who wants to change the lives of patients, drive success for our partners and be part of a team driven to improve care, we may have your next opportunity.
We are currently hiring for a Quality Assurance Analyst. This is a fully remote position! You must live in the United States.
POSITION SUMMARY:
Responsible for evaluating the effectiveness of interactions (telephone calls and other methods of communication) be-tween Access Point team members and customers/patients. Works closely with the Operations Management team, providing results of evaluations to appropriate leaders and stakeholders on a daily, weekly, or monthly basis. Identifies trends in client interactions (positive and less than positive) and brings such to the attention of Access Point leadership.
ESSENTIAL FUNCTIONS:
- Serve both internal co-workers and external customers, clients, patients, contractors, and vendors.
- Consistently complete evaluations and ensure each is completed thoroughly and in a timely manner.
- Provide constructive feedback to agents utilizing a variety of support services such as side by side observation, mock calls, coaching on specific skills, etc.
- Provide feedback to Training and Operations teams to aid in the development of new or revised training processes.
- Maintain organized documentation related to agent performance.
- Report and relay information related to quality to upper management as needed.
- Ensure consistency and uniformity of the quality monitoring program.
- Serve as a subject matter expert of the program being evaluated (e.g. Transfer Center), Quality Management systems, policies, protocols, procedures, etc.
- Identify discrepancies and other opportunities for improvement within documentation and procedures.
- Establish professional and appropriate repertoire with Call Center leadership and other team members.
- Identifies trends in client interactions (positive and less than positive) and brings such to the attention of Access Point leadership.
Education & Experience:
- Nurse licensure in a Compact State - Required
- Five years or more experience as an RN - Required
- Previous experience in a Quality Analyst function (preferred)
- One year or more exposure to working remotely
- Customer Service and/or sales experience, preferably in a contact center environment
- Wired High Speed internet with download speed of at least 100 MBPS and upload speed of at least 20 MBPS
