Quality Analyst, Contact Center

NYC Health + Hospitals is the largest public health care system in the United States. We provide essential outpatient, inpatient and home-based services to more than one million New Yorkers every year across the city’s five boroughs. Our large health system consists of ambulatory centers, acute-care centers, post-acute care/long-term care, rehabilitation programs, Home Care, and Correctional Health Services. Our diverse workforce is uniquely focused on empowering New Yorkers. At NYC Health + Hospitals, our mission is to deliver high-quality care health services, without exception. Every employee takes a person-centered approach that exemplifies the ICARE values (Integrity, Compassion, Accountability, Respect, and Excellence) through empathic communication and partnerships between all persons.

About the role

The New York City Health & Hospital’s Contact Center serves as the front line of our organization, often connecting patients to care as the first point of contact. We have a passionate and dedicated team focused on providing the best experience for our patients, Ambulatory Care facilities, and providers. Our team connects patients to needed medical services by partnering with leaders across the system to ensure an efficient and effective workflow is in place. We are also constantly working to improve our technological infrastructure to give patients the best options to communicate with us through their channel of choice.

The Contact Center Quality Analyst plays a key role in driving a consistent patient experience that aligns with the values and goals of our organization. This individual will monitor call interactions, report trends, and make recommendations for improvement, as well as ensure all teams are calibrated through clear communication and regular meetings.

Responsibilities

• Accurately perform observations on recorded or live agent calls and score them against our organizational standards.
• Determine whether agents are using proper procedures and efficient and effective practices to provide excellent customer service and patient support.
• Maintain a set work schedule allowing for flexibility based on business needs.
• Host and facilitate internal, external, or QA team calibrations to track results and attendance.
• Support new hire quality training and transition.
• Participate in any new policy training to ensure all policies are understood.
• Ensure all QA Analyst reporting and communication requirements are met.
• Ensure all policies and procedures are adhered to and communicate any known infractions to the proper management immediately.
• Track, triage, and report out any errors made by the Contact Center team that are communicated to leadership by our internal partners or identified through audit reporting.
• Analyze data for trends and identify areas of opportunity for improvement and present these findings regularly to operations.
• Perform other related duties as assigned by Contact Center Training and Quality Manager or Sr Director, Contact Center Shared Services.

Requirements

• A Baccalaureate Degree in a relevant field from an accredited college or university; and, one year of experience in business, government, hospital, educational institute, or non-profit organization in analysis, development, and implementation of systems, methods and procedures, management information development, and data coordination. Familiarity with EDP applications and data processing programs.
• A Master’s Degree in Management, Business Administration, Hospital Administration Management, Public Administration, Accounting, or relevant field from an accredited college or university.
• A satisfactory combination of education, training, and experience.

Skills

• Contact Center Operations and Quality Auditing
• Quality Evaluation Processes and Software
• Ambulatory Care Front Desk Operations and Scheduling
• Self-starter and ability to work independently
• Strong organizational skills, meets deadlines, and carries out duties efficiently
• Successfully prioritizes competing tasks
• Ability to analyze and identify agent trending
• Effective communication (written and oral)
• Ability to overcome organizational resistance to change
• Experience with creating or compiling reports using various sources of data
• Strong Leadership Skills
• Extremely detail-oriented with the ability to collaborate with Operations to create thorough corrective and preventative plans
• 1-3 years healthcare or Contact Center Quality background preferred
• 1-3 years Contact Center experience preferred