Quality Monitoring Coordinator

Description

The Quality Monitoring Coordinator will ensure and uphold the integrity of the Patient Access Centers Mission and Vision statements in order to meet or exceed our service level agreements. The Quality Assurance Division will continuously monitor and work to improve the patient experience through constant auditing, evaluation, training and development of the Patient Access Center staff. The Quality Monitoring Coordinator will focus on improving and creating a positive patient experience through maintaining and improving quality metrics.

*Responsibilities

• Analyze quality assurance data and assist in preparing reports.
• Provides feedback to Scheduling Coordinators and supervisors to ensure our patients receive the highest possible level of service.
• Monitors weekly, a set number of quantitative and qualitative call reviews.
• Evaluates call statics and call review data for each department possibly isolating specific areas of improvement.
• Identifies trends or uncovers “learning opportunities” for individuals/departments or through continuous monitoring.
• Keeps supervisors and managers informed of audit results, identifies and recommends training needs.
• Helps with Service Recovery when there has been a failure or lapse in service excellence.
• Helps Supervisors with Performance evaluations by providing consistent, impartial feedback.
• Work closely with training department to assist in designing and delivering trainings, when appropriate.
• Provides Scheduling Coordinators with quality improvement processes as needed after call reviews.

*Qualifications

• Bachelor’s degree in Healthcare administration or business related preferred ; three or more years’ experience in a fast paced call center with excellence in customer service
• Minimum one years’ experience in a Patient Access Center/Call Center environment preferred
• Demonstrate proficiency in Microsoft software (Word, Access, Excel, Power Point and Outlook)
• QA software experience preferred
• Ability to pay attention to details
• Strong analytical, solid problem- solving skills
• Innovative, creative, self-starter
• Ability to conduct objective audits and deliver constructive feedback
• Excellent written and verbal skills with the ability to speak in front of large groups
• Strong organizational skills
• Ability to handle multiple tasks

Job Type: Full-time

Pay: $62,571.36 - $67,500.00 per year

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• Life insurance
• Paid time off
• Vision insurance

Schedule:

• Monday to Friday

Work setting:

• In-person

Ability to Relocate:

• New York, NY 10019: Relocate before starting work (Required)

Work Location: In person