Quality Assurance Analyst

Job Description

As a quality assurance analyst at HealthPartners Clinic Stillwater, you will develop and maintain the Shared Services Quality Assurance Program and validate and ensure quality assurance by measuring individual and departmental service levels through monitoring of Call Center staff each month. This includes monitoring to ensure that the staff are meeting all department guidelines.  Provide timely and effective feedback to each person regarding their individual service levels based on monitoring results.  Ensure quality of departmental documentation via report auditing and provide coaching when appropriate. Identify any individual or departmental quality trends and provide feedback to appropriate areas for action.  Monitor and follow up on quality concerns regarding our Contracted Vendors, as necessary. Maintain our quality of resources via SharePoint.

Work Schedule:

• .8 FTE/32 hours per week. Monday, Tuesday, Thursday, Friday 8:30am – 5:00pm

Required Qualifications:

• Bachelor’s degree or equivalent work experience in quality assurance, call monitoring, supervisory position, or related experience. 
• Minimum of one year HealthPartners/Valley scheduling call center experience or related experience.
• Minimum two years of call center customer service experience.
• Excellent oral, written and interpersonal communication skills.
• Exceptional listening, analytical, problem-solving, and organizational skills and attention to detail.
• Proficient knowledge/expertise with PC hardware and software (Word and Excel).
• Strong knowledge of customer service processes and techniques. Dedication to providing exceptional customer service.
• Demonstrated initiative and ability to work well independently and in a team environment.
• Demonstrated ability to prioritize multiple projects and tasks and ability to adapt well to change.
• Able to work with all levels of management and staff.

Preferred Qualifications:

• Experience with monitoring data management system.
• Working experience in a healthcare or insurance industry call center.
• Demonstrated analytical problem-solving experience.
• Demonstrated experience providing effective feedback.

Benefits:

At HealthPartners, we believe in providing our employees with exceptional benefits to help you thrive in your work. In addition to competitive wages, we offer a benefits package that includes health and dental insurance; 401k retirement program; competitive paid time off (PTO); short-term disability pay, long-term disability and life insurance options; flexible spending accounts (FSAs); education reimbursements; employee assistance programs (EAP), employee well-being program; free parking; employee recognition and rewards; and discounts for health and well-being programs and products.

About Us:

The Stillwater clinic is part of HealthPartners, the largest consumer-governed, non-profit health care organization in the nation with a mission to improve health and well-being in partnership with members, patients and the community. Located just 20 minutes east of the Twin Cities in the beautiful St. Croix Valley, the clinic is part of an award-winning healthcare system serving east central Minnesota and western Wisconsin with primary, specialty and urgent health care services. We have campuses in Stillwater, MN and Somerset, WI, where you’ll find a comfortable small-town feel, within a short distance from the metro area.

As a partner for good, we believe that outstanding health care comes from combining science with compassion, spirit and humanity. Everyone on our team helps make health care and insurance simpler and more affordable for all. Join us and become a partner for good, helping to improve the health and well-being of our patients, members and the communities we serve.