Call Center- Quality Analyst

About the role

The call center Quality Analyst plays a critical role in ensuring the program team provides the highest levels of patient experiences during interactions. This role monitors program activities/interactions to ensure compliance with all operating procedures, including adverse event reporting, executes random and scheduled internal audits, facilitates various process and patient experience improvement initiatives, and evaluates ongoing effectiveness.

Responsibilities

• Maintain objective scoring, calibration, and evaluation of recorded inbound calls, outbound calls, other interactions, and corresponding documentation to ensure high patient experience standards are met.
• Set program expectations relating to high levels of patient experience and compliance.
• Support the leadership and compliance teams in implementing recommendations, adhering to documented current business rules, SOPs, and Work Instructions.
• Monitor adverse event compliance within the program SOPs, Work Instructions, completion time, and ensure adherence to patient experience and reporting expectations.
• Review, analyze, and follow-up on team processes to ensure all actions and tasks comply with program SOPs, Work Instructions, and update as necessary.
• Make recommendations to improve adverse event submission efficiency.
• Collaborate with the program leadership team to train, certify, and maintain records of annual trainings and recertifications for Adverse Events, updates, and revisions to business, regulatory, and compliance rules, and any operational changes related to program patient experience monitoring.
• Support the operations management team to provide timely coaching opportunities and assess future training needs to ensure teams meet established program metrics.
• Perform documentation audits with patient cases/records to evaluate if information was processed according to program SOPs.
• Perform data checks and collaborate with the data team on data efforts.
• Aid and participate in additional patient experience enhancement efforts and special projects as needed upon request.
• Devise patient experience and compliance metrics and analyze data for internal management and client inquiries.

Requirements

• Bachelor’s Degree and/or equivalent work experience also considered
• 2+ years’ experience in healthcare management or healthcare contact center setting
• Prior experience in pharmacy, HUB service provider, or the healthcare industry
• Previous call monitoring/documentation monitoring experience
• Strong attention to detail
• High level of independent judgement, individual initiative, and time management skills
• Effective communication skills, both verbal and written
• Ability to manage multiple projects simultaneously
• Proven ability to extract potential action items from data reports and trend success after implementation
• Proficient in Microsoft Office (Word, PowerPoint, Excel)

Qualifications

• Must live within 1.5 hours from the Pittsburgh, PA location
• Must be able to work flexible hours, including evenings and weekends

Skills

• Strong analytical skills
• Excellent problem-solving abilities
• Attention to detail
• Ability to work independently and as part of a team
• Strong organizational skills
• Knowledge of healthcare regulations and policies

Benefits

As part of our promise to talent, Kelly supports those who work with us through a variety of benefits, perks, and work-related resources. Kelly offers eligible employees voluntary benefit plans including medical, dental, vision, telemedicine, term life, whole life, accident insurance, critical illness, a legal plan, and short-term disability. As a Kelly employee, you will have access to a retirement savings plan, service bonus and holiday pay plans (earn up to eight paid holidays per benefit year), and a transit spending account. In addition, employees are entitled to earn paid sick leave under the applicable state or local plan.

Pay

$30.00 per hour

Schedule

8am – 8pm EST