Under the general guidance and supervision of the Manager of Shared Services the Quality Assurance (QA) Specialist conducts agent call evaluations for various contact centers throughout the ambulatory enterprise. The QA Specialist will act as a vital member of the Shared Services Team to identify if designated quality performance metrics are being adhered by the contact centers.
Essential Duties & Responsibilities:
Performs quality assurance evaluations for agents from various contact centers throughout the enterprise whose primary role is responding to patient inquires and scheduling patient appointments.
Meets regularly with Shared Services Manager to discuss quality trends and performance metrics.
Performs at least (4) four call monitoring evaluations per month per agent for each contact center.
Generates agent, contact center level quality assurance reports to be distributed to Shared Services and Contact Center supervisory staff.
Makes recommendations and assists in creating QA processes, QA evaluation scorecard, and overall QA program policies
Offers QA improvement suggestions for new quality evaluation categories and data points.
Incorporates Brigham Health's Vision, Guiding Principles, Mission Statement, and Goals into daily activities.
Complies with all Brigham Health's policies and behavioral expectations.
Maintains courteous and effective interactions with colleagues, physicians, management, and patients.
Maintains confidentiality of all patient information in accordance with Brigham Health Policies, HIPAA Privacy Rules and protected health information (PHI) policies.
Demonstrates an understanding of the job description, performance expectations, and competency requirements.
Demonstrates a commitment toward meeting and exceeding the needs of Brigham Health's patients and customers and consistently adheres to Customer Service standards.
Participates in departmental and/or interdepartmental quality improvement activities as required.
Performs all other duties as needed or directed to meet the needs of the department as required by management.
Work Schedule:
On Call: Yes
Shift Rotation: No
Weekends: No
Qualifications
Minimum Qualifications:
High School Education; some college level education
1-2 years of healthcare job experience focusing on patient access, scheduling, registration, revenue cycle.
1-2 years of specialist experience working in a contact center, focusing on relationship driven encounters with callers preferably in a healthcare setting.
Knowledge, Skills & Abilities:
Customer Service - has a strong understanding of customer services tactics and strategies.
Contact Center - has a fundamental understanding of the operations associated with a successful contact center.
Organization - proactively prioritizes departmental needs and effectively manages both human and capital resources.
Communication - communicates clearly (verbal& written) and concisely with all team and department personnel.
Customer orientation - establishes and maintains long-term relationships with both internal and external customers of the Contact Center, building trust and respect by consistently meeting and exceeding expectations
Policies & Procedures - articulates knowledge and understanding of organizational policies, procedures, and systems
Strong knowledge of clinical diagnosis terminology.
Ability to manage patient access functions through managing identified key performance metrics, quality, compliance, and employee retention.
Strong collaboration skills for influencing standardization and change as needed within your team and department.
Functional comprehension of contact center technologies such as, ACD, quality recording/monitoring, workforce management, patient portal, etc.
PC skills - demonstrates proficiency in Microsoft Office applications and others as required.
EEO Statement
Brigham and Women's Hospital is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, sex, color, religion, national origin, sexual orientation, protected veteran status, or on the basis of disability.
