Patient Service Center QA Analyst - Remote - United States

JOB SUMMARY

This position integrates fully with the Patient Service Center to monitor the quality and accuracy of all scheduled, pre-registered and patient payment estimates, including data entry and compliance with protocol changes as required due to technological and/or process changes. The Quality Assurance Analyst will work independently to ensure that the representatives under their training know the proper way to approach each call, how to walk a customer through a variety of inquiries and promotes high levels of customer service and quality.  In order to achieve this, the Analyst must be fully functional in all duties and aspects of work in the REP I through LEAD positions.

Additionally, the Analyst will have daily communication with new representatives’ Leads to discuss any problems that may be evident and to assure appropriate progress is attained.  The Analyst will identify quality improvement opportunities and present them to Manager/Team Leaders for consideration and approval.  The Analyst will promote, by example, a customer-centric, professional management culture. 

ESSENTIAL DUTIES AND RESPONSIBILITIES

Include the following. Others may be assigned.

• Selects calls for performance evaluation in a random fashion to provide a valid sampling representative of overall performance levels
• Develops and deploys daily audits to assess the quality and accuracy of the Patient Service Centers
• Trains new reps on department's quality/customer service expectations, software and procedures, phone systems and procedures
• Works closely with supervisors to assist with training for both new and existing team members (ongoing, process training, etc.)
• Utilizes audit findings to report call trends and recommend training modifications to management
• Other duties as assigned based on departmental needs

KNOWLEDGE, SKILLS, ABILITIES

To perform this job successfully, an individual must be able to perform each essential …