Quality Assurance Analyst - Access Center

St. Luke'S Is Proud Of The Skills, Experience And Compassion Of Its Employees. The Employees Of St. Luke'S Are Our Most Valuable Asset! Individually And Together, Our Employees Are Dedicated To Satisfying The Mission Of Our Organization Which Is An Unwavering Commitment To Excellence As We Care For The Sick And Injured; Educate Physicians, Nurses And Other Health Care Providers; And Improve Access To Care In The Communities We Serve, Regardless Of A Patient'S Ability To Pay For Health Care.

The Quality Assurance (QA) Analyst will support the development of quality assurance programs and perform regular monitoring activities by completing quality reviews of Access Center Clinical Triage Specialists and Patient Engagement Partners to ensure expected service standards. The QA Analyst is responsible for reviewing and monitoring system documentation for adherence to department procedures and policies and follows department quality assurance plans to ensure quality patient and internal customer experiences. This role will be directly responsible for identifying inefficiencies and gaps in processes to enhance experiences and increase first call resolution.

• Collaborates with the Director, Performance and Quality Management to develop necessary quality management programs and leverages quality management software/tools to effectively streamline quality assurance evaluations and performance coaching.
• Monitors Clinical Triage Specialist and Patient Engagement Partner interactions for the purpose of ensuring quality service and adherence to approved scripting, as well as accuracy of information, call handling standards, and patient experience.
• Scores and evaluates patient and internal customer interactions based on defined criteria, documents employees’ performance, makes recommendations for continuous improvement, and recognizes performance achievement.
• Provides Access Center operational leadership with regular performance feedback; when necessary, coaches Clinical Triage Specialists and Patient Engagement Partners and provides feedback directly to fill performance gaps found in audits.
• Prepares recurring reports for Access Center/ operational leadership and internal customer stakeholders.
• Analyzes individual and departmental metrics, performance trends, and deficiency root causes.
• Coordinates with the Access Center operational leaders to implement best practices to increase efficiencies and optimize performance/outcomes.
• Shares observed performance trends with Training function and Access Center leadership to identify and develop new and remedial training curriculum opportunities.   
• Assists with documentation of QA processes, procedures and guidelines.
• Other duties as assigned.

EDUCATION: High School Diploma required. Associate or Bachelor’s degree preferred.

Training And Experience:

Required:

• Minimum of two years of experience in quality assurance. 

Preferred:

• Three or more years of relevant experience working in a contact center.

• Previous Calabrio Experience.

Required Competencies:

• Strong communication skills
• Focused on compliance  
• Demonstrates continuous growth 
• Quality-driven  
• Service-oriented  
• Excels at time management 

Physical And Sensory Requirements:

Requires sitting for up to 8 hours per day, 2 hours at a time.  Standing for up to 4 hours per day, 3 hours at a time.  Requires occasional fingering, handling, and twisting and turning while entering data into the computer.  Occasionally requires lifting, carrying, pushing and pulling objects weighing up to 25 pounds.  Occasionally requires reaching above shoulder level.  Must have the ability to hear as it relates to normal conversation, seeing as it relates to general, peripheral and near vision, visual monotony.

Please complete your application using your full legal name and current home address.  Be sure to include employment history for the past seven (7) years, including your present employer.  Additionally, you are encouraged to upload a current resume, including all work history, education, and/or certifications and licenses, if applicable.  It is highly recommended that you create a profile at the conclusion of submitting your first application.  Thank you for your interest in St. Luke's!!

St. Luke'S University Health Network Is An Equal Opportunity Employer.