Quality Assurance Specialist - Patient Access

Position Summary:

The Quality Assurance Specialist – Patient Access Scheduling is responsible for assessing and reporting the quality of performance of the Patient Access Representatives.

 

Qualifications:

• Required – High School Diploma; Preferred – bachelor’s degree
• Minimum three years prior experience in an appointment setting/customer service call center environment.
• Minimum 1 year experience in a quality assurance position.
• Must be organized and display a positive attitude.
• Must be able to self- motivate and display 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

 

Key Responsibilities:

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