QA Analyst-Ambulatory Operations

About the Role

Under general supervision, the Quality Assurance Analyst utilizes quality management tools to provide support and directly monitor and assess processes and workflows. This role ensures staff maintain both quality and production measures, provides ongoing reporting and feedback to Customer Service management regarding staff performance, and implements efforts to maintain or increase the quality of work performed within Customer Service.

Key responsibilities include conducting random audits and quality checks to ensure member inquiries are handled professionally and processed appropriately, coordinating and facilitating calibration sessions, and facilitating training for new hires and current staff regarding the audit process and departmental quality expectations.

Responsibilities

• Monitor contacts and cases as outlined in the department Quality Policy and Procedure Manual.
• Compile monitored data and participate in the coaching, training, and development of the department's agents.
• Ensure a clear and working understanding of any Service Level Agreement and overall quality standards.
• Interact with various levels of leadership using strong customer service, conflict resolution, active listening, analytical, writing, and computer skills.
• Compile reports and effectively communicate resulting analysis to the management team.
• Conduct quality/performance/evaluation audits.
• Provide coaching, feedback, and facilitate training.
• Implement process change, data analysis, and trend reporting.
• Perform research and quality improvement activities.
• Successfully complete all assigned Epic courses within two months of hire.
• Successfully complete all assigned Customer Service Representative New Hire inter-departmental training within two months of hire.

Requirements

• Associate degree with a major in Business Administration or related field (related and relevant experience may be considered in lieu of academic requirements).
• Eight (8) years of experience in a call center with a minimum of two (2) years as a lead worker within an insurance, healthcare, or government-regulated industry.
• Two (2) years of experience in call center customer service.
• One (1) year of experience conducting quality/performance/evaluation audits.
• Experience providing coaching, feedback, and facilitating training.
• Experience implementing process change, data analysis, and trend reporting.
• Experience in research and quality improvement.

Skills

• Excellent documentation skills.
• Excellent verbal and written communication skills.
• Self-directed and self-motivated.
• Strong interpersonal skills and discretion.
• Organizational and time management skills.
• Problem-solving and decision-making ability.
• Strong understanding of the Henry Ford Health healthcare delivery system.
• Understanding of the functions of support departments requiring frequent interaction with Client Services.

Shift: Day