Quality Assurance Specialist - Patient Access Scheduling

Assess and report on the quality of performance of Patient Access Representatives.

Pay

$20.00 - $21.75 per hour

Qualifications

• High School Diploma (required)
• Bachelor’s degree (preferred)
• Minimum three years prior experience in an appointment setting/customer service call center environment
• Minimum 1 year experience in a quality assurance position
• Organized with a positive attitude
• Self-motivated with excellent time management skills to meet deadlines
• Excellent written and interpersonal communication skills
• Strong attention to detail and ability to problem solve
• Excellent computer skills; familiarity with Microsoft Office software
• Prior experience with Five9, Relatient, and Athena (preferred but not required)

Responsibilities

• Monitor inbound and outbound calls to ensure conformity to company policies and procedures, and to assess customer service skills
• Perform call monitoring and provide trend data to leadership
• Create and maintain monthly department reporting of QA scores and trends for leadership
• Assist leadership in identifying best practices for patient experience
• Participate in calibration meetings
• Review and respond to scoring disputes as needed
• All other duties as assigned

Benefits

• Full-time opportunities with room for career growth and advancement
• Excellent job security and stability to promote an optimal work-life balance
• Drug-free workplace