Quality Monitoring Coordinator - FPA Access Center

The Quality Monitoring Coordinator will ensure and uphold the integrity of the Patient Access Center's Mission and Vision statements in order to meet or exceed our service level agreements. The Quality Assurance Division will continuously monitor and work to improve the patient experience through constant auditing, evaluation, training and development of the Patient Access Center staff.  The Quality Monitoring Coordinator will focus on improving and creating a positive patient experience through maintaining and improving quality metrics. 

• Analyze quality assurance data and assist in preparing reports.
• Provides feedback to Scheduling Coordinators and supervisors to ensure our patients receive the highest possible level of service.
• Monitors weekly, a set number of quantitative and qualitative call reviews.
• Evaluates call statics and call review data for each department possibly isolating specific areas of improvement.
• Identifies trends or uncovers “learning opportunities” for individuals/departments or through continuous monitoring. 
• Keeps supervisors and managers informed of audit results, identifies and recommends training needs.
• Helps with Service Recovery when there has been a failure or lapse in service excellence.
• Helps Supervisors with Performance evaluations by providing consistent, impartial feedback.
• Work closely with training department to assist in designing and delivering trainings, when appropriate.

• Provides Scheduling Coordinators with quality improvement processes as needed after call reviews.

  
   

• Bachelor’s degree in Healthcare administration or business related preferred  or three or more years’ experience in a fast paced call center with excellence in customer service
• Minimum one years’ experience in a Patient Access Center/Call Center environment preferred 
• Demonstrate proficiency in Microsoft software (Word, Access, Excel, Power Point and Outlook)
• QA software experience preferred
• Ability to pay attention to details
• Strong analytical, solid problem- solving skills 
• Innovative, creative, self-starter
• Ability to conduct objective audits and deliver constructive feedback
• Excellent written and verbal skills with the ability to speak in front of large groups
• Strong organizational skills
• Ability to handle multiple tasks

 

 

Non-Bargaining Unit, 008 - FPA Access Center - ISM, Icahn School of Medicine

Strength through Unity and Inclusion

The Mount Sinai Health System is committed to fostering an environment where everyone can contribute to excellence. We share a common dedication to delivering outstanding patient care. When you join us, you become part of Mount Sinai’s unparalleled legacy of achievement, education, and innovation as we work together to transform healthcare. We encourage all team members to actively participate in creating a culture that ensures fair access to opportunities, promotes inclusive practices, and supports the success of every individual.

At Mount Sinai, our leaders are committed to fostering a workplace where all employees feel valued, respected, and empowered to grow. We strive to create an environment where collaboration, fairness, and continuous learning drive positive change, improving the well-being of our staff, patients, and organization. Our leaders are expected to challenge outdated practices, promote a culture of respect, and work toward meaningful improvements that enhance patient care and workplace experiences. We are dedicated to building a supportive and welcoming environment where everyone has the opportunity to thrive and advance professionally. Explore this opportunity and be part of the next chapter in our history.

About the Mount Sinai Health System:

Mount Sinai Health System is one of the largest academic medical systems in the New York metro area, with more than 48,000 employees working across eight hospitals, more than 400 outpatient practices, more than 300 labs, a school of nursing, and a leading school of medicine and graduate education. Mount Sinai advances health for all people, everywhere, by taking on the most complex health care challenges of our time — discovering and applying new scientific learning and knowledge; developing safer, more effective treatments; educating the next generation of medical leaders and innovators; and supporting local communities by delivering high-quality care to all who need it. Through the integration of its hospitals, labs, and schools, Mount Sinai offers comprehensive health care solutions from birth through geriatrics, leveraging innovative approaches such as artificial intelligence and informatics while keeping patients’ medical and emotional needs at the center of all treatment. The Health System includes more than