Access Center QA Analyst - (Contact Center)

Overview

At Houston Methodist, the Access Center Quality Assurance (QA) Analyst position is responsible for monitoring, coaching and/or providing feedback, calibration, and trend analysis on the quality of customer interactions and contacts to ensure quality improvement goals are met and compliant. This position is also responsible for providing ongoing feedback and support to leadership by utilizing a consistent monitoring approach, publishing quality scores, and identifying behavioral and process improvement opportunities for both individuals and the department. Additionally, this position partners with leadership and/or trainers to create educational material that can be used to improve performance.

Houston Methodist Standard

PATIENT AGE GROUP(S) AND POPULATION(S) SERVEDRefer to departmental "Scope of Service" and "Provision of Care" plans, as applicable, for description of primary age groups and populations served by this job for the respective HM entity.

HOUSTON METHODIST EXPERIENCE EXPECTATIONS

• Provide personalized care and service by consistently demonstrating our I CARE values:
  • INTEGRITY: We are honest and ethical in all we say and do.
  • COMPASSION: We embrace the whole person including emotional, ethical, physical, and spiritual needs.
  • ACCOUNTABILITY: We hold ourselves accountable for all our actions.
  • RESPECT: We treat every individual as a person of worth, dignity, and value.
  • EXCELLENCE: We strive to be the best at what we do and a model for others to emulate.

• Practices the Caring and Serving Model

• Delivers personalized service using HM Service Standards

• Provides for exceptional patient/customer experiences by following our Standards of Practice of always using Positive Language (AIDET, Managing Up, Key Words)

• Intentionally collaborates with other healthcare professionals involved in patients/customers or employees' experiential journeys to ensure strong communication, ease of access to information, and a seamless experience.

• Involves patients (customers) in shift/handoff reports by enabling their participation in their plan of care as applicable to the given job

• Displays cultural humility, diversity, equity and inclusion principles

• Actively supports the organization's vision, fulfills the mission and abides by the I CARE values

Responsibilities

PEOPLE ESSENTIAL FUNCTIONS

• Promotes a positive work environment and contributes to a dynamic team focused work unit that actively helps one another to achieve optimal departmental and organizational results.

• Monitors, evaluates, and scores a percentage of calls for respective staff for compliance with established processes, policies, and guidelines, and provides timely feedback and coaching based on evaluation results.

• Participates or leads multi-disciplinary calibration sessions to identify improvement opportunities for customer service delivery or processes.

• Provides feedback to peers to effectively change behavior. Motivates and inspires peers to impact a change in culture.

SERVICE ESSENTIAL FUNCTIONS

• Performs monitoring of calls or other channels of communication to compile and track performance at the team, line of business and individual level and provides actionable feedback to respective staff and leadership.

• Participates and/or leads special projects and/or initiatives, addressing service issues.

• Demonstrates commitment to caring for every member of our community by creating compassionate and personalized experiences. Models Houston Methodist I CARE values by providing safe, caring, personalized and efficient experiences to patients and colleagues.

QUALITY/SAFETY ESSENTIAL FUNCTIONS

• Positively impacts team performance, including productivity metrics (schedule adherence, scoring and documentation accuracy, % compliance etc.) and coaching for excellence through quality assurance/monitoring activities. Meets own scheduling goals set by the department (e.g., productivity per hour, etc.).

• Analyzes information and utilizes data to build recommendations to reduce errors and improve process performance; recommends process improvements that will enhance customer service delivery, first call resolution, and productivity.

• Documents quality audit results and trends data while providing accurate and timely reports to leadership.

• Consistently takes the necessary steps to ensure that protected health information remains private and confidential, according to established HIPAA guidelines. Maintains confidentiality of sensitive information and informs management of pertinent issu