Customer Experience Quality Management Analyst
DaVitaAbout the role
Posting Date
05/22/20262476 Swedesford RdSTE 150, Malvern, Pennsylvania, 19355-1456, United States of AmericaFunction in conjunction with leadership, compliance, training, on special department projects. This position has no direct supervisory responsibilities, but does serve as a coach and mentor for other positions in the department. This position reports to the Senior Manager, IT Customer Experience.
ESSENTIAL DUTIES & RESPONSIBILITIES
Interprets and implements quality assurance standards
Evaluates and prepares adequacy of quality assurance standards
Identifies training needs and organizes training interventions to meet quality standards
Creates reports to communicate outcomes of call reviews
Investigates customer complaints and non-compliance issues.
Makes recommendations on training and development improvement opportunities ie. How to reduce HIPAA and Call recording disclaimer violations
Documents and participates in internal audits
Maintains, updates and provides training on QA Dashboard (currently using NICE)
Develops and implements new quality assurance requirements that meet compliance guidelines. This also includes creating and maintaining actionable call templates to measure agreed upon metrics
Analyzes QA data, arranges reports, and conducts monthly calibration meetings with leadership
Other duties as assigned.
Here is what you can expect when you join our Village:
• A "Community first, Company second" culture based on Core Values that really matter.
• Clinical outcomes consistently ranked above the national average.
• Award-winning education and training across multiple career paths to help you reach your potential.
• Performance-based rewards based on stellar individual and team contributions.
• A comprehensive benefits package designed to enhance your health, your financial well-being and your future.
• Dedication, above all, to caring for patients suffering from chronic kidney failure around the world. • High school diploma or equivalent required
• Minimum of three (3) years' healthcare reimbursement experience preferred ; experience with admissions, billing, and collections preferred
• Demonstrated knowledge of insurance rules, regulations and Coordination of Benefits for federal, state, and managed care payors in multiple states preferred
• Basic computer skills and proficiency in MS Word, Excel, and Outlook required
Join us as we pursue our vision "To Build the Greatest Healthcare Community the World has Ever Seen."
Why wait? Explore a career with DaVita today.
Go to http://careers.davita.com to learn more or apply.
What We’ll Provide:
More than just pay, our DaVita Rewards package connects teammates to what matters most. Teammates are eligible to begin receiving benefits on the first day of the month following or coinciding with one month of continuous employment. Below are some of our benefit offerings.
- Comprehensive benefits: Medical, dental, vision, 401(k) match, paid time off, PTO cash out
- Support for you and your family: Family resources, EAP counseling sessions, access Headspace®, backup child and elder care, maternity/paternity leave and more
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