Customer Service Quality Assurance Auditor

Description

JOB SUMMARY

Responsible for monitoring, reporting and evaluating MCC Employee interactions with Patients, via telephone.

ESSENTIAL DUTIES AND RESPONSIBILITIES

• Monitors incoming and outgoing customer and patient calls as assigned based on set criteria for expected volume of calls monitored per day.
• Tracks specific criteria for incoming and outgoing calls as assigned and reports findings to direct supervisor as directed. 
• Ensures accurate and complete data collection based on criteria directed.
• Gathers data necessary to determine areas where improvement is needed.
• Performs quality improvement study on topic mutually agreed upon with the Executive Officer and/or SVP of Operations.
• Maintains responses from patients resulting from various patient satisfaction surveys when applicable and from physicians and employees on an annual basis. 
• Presents audit findings on a regular basis to the Executive Officer and/or SVP of Operations.
• Assists with reporting to Practice Managers regarding areas of improvement regarding telephone interactions with customers.
• Actively participates in training for best practices in telephone etiquette.
• Assists in review of procedures for patient telephone call protocol.
• Acts as a resource for Management team and staff on data correlation between patient satisfaction and telephone interactions with MCC employees.
• Performs other duties as assigned.

Requirements

EDUCATION/EXPERIENCE REQUIREMENTS

• High School Diploma or GED
• Some College Preferred
• Customer Service and Medical Office experience with Data Entry and Auditing experience preferred.