Valley Quality Assurance Analyst Cust Svc & Experience

Job Description

As a quality assurance analyst at HealthPartners Clinic Stillwater, you will develop and maintain the Shared Services Quality Assurance Program and validate and ensure quality assurance by measuring individual and departmental service levels through monitoring of Call Center staff each month. This includes monitoring to ensure that the staff are meeting all department guidelines.  Provide timely and effective feedback to each person regarding their individual service levels based on monitoring results.  Ensure quality of departmental documentation via report auditing and provide coaching when appropriate. Identify any individual or departmental quality trends and provide feedback to appropriate areas for action.  Monitor and follow up on quality concerns regarding our Contracted Vendors, as necessary. Maintains our qualify of resources via SharePoint.

Accountabilities:

• Develops and maintains Quality Assurance Program.      Designs call monitoring standards/procedures and quality standards resources for the Shared Services call center department and program. Review standards annually and make necessary adjustments due to business needs.   
• Monitors Call Center staff each month.  Uses quality monitoring data management system to compile and track performance at team and individual levels.
• Prepare 1:1 monthly data for Access Supervisor – including current and historical evaluation statistics and current and historical coaching and disciplines.  
• Completes an evaluation on each phone call that is monitored and provides feedback to each person including providing feedback to call center team supervisors and managers. (may include travel to Valley sites)
• Provides ongoing performance feedback to Access Supervisor.  Supports supervisor in performance improvement plans for team members as well as annual performance reviews. 
• Attends quarterly meetings/training with Shared Services team at HPMG.
• Trains new employees on the quality assurance program. Facilitates group calibration meetings and conducts audits to ensure proper procedures.
• Generates and records monthly reporting data and facilitates and records appeals as needed.
• Identifies training issues & resource recommendations; follow up with training team as appropriate.
• Incorporates, supports & promotes policy & procedural updates within the organization.
• Participates in business continuity planning and implementation.
• Performs other duties as assigned.

 

Required Qualifications:

• Bachelor’s degree or equivalent work experience in quality assurance, call monitoring, supervisory position, or related experience. 
• Minimum of one year HealthPartners/Valley scheduling call center experience or related experience.
• Minimum two years of call center customer service experience.
• Excellent oral, written and interpersonal communication skills.
• Exceptional listening, analytical, problem-solving, and organizational skills and attention to detail.
• Proficient knowledge/expertise with PC hardware and software (Word and Excel).
• Strong knowledge of customer service processes and techniques. Dedication to providing exceptional customer service.
• Demonstrated initiative and ability to work well independently and in a team environment.
• Demonstrated ability to prioritize multiple projects and tasks and ability to adapt well to change.
• Able to work with all levels of management and staff.

Preferred Qualifications:

• Experience with monitoring data management system.
• Working experience in a healthcare or insurance industry call center.
• Demonstrated analytical problem-solving experience.
• Demonstrated experience providing effective feedback.

Benefits:

At HealthPartners, we believe in providing our employees with exceptional benefits to help you thrive in your work. In addition to competitive wages, we offer a benefits package that includes health and dental insurance; 401k retirement program; competitive paid time off (PTO); short-term disability pay, long-term disability and life insurance options; flexible spending accounts (FSAs); education reimbursements; employee assistance programs (EAP), employee well-being program; fr