Quality Performance Analyst (QPA)
Under direction of Director, Access Service Quality, this position will perform routine audits on inbound and outbound calls, score calls according to a standard approach, assess and aggregate data for opportunity, and participate in design sessions for Patient Access Services centered on advancing and elevating Patient Access customer service. Position will work closely with team trainers, project and program managers in Access Service Quality, and the Access Operations leadership team to drive results on key areas of focus for improvement and provide critical summary data to drive improvements to main areas of opportunity in alignment with the strategic plan for Patient Access Services.
â¢ Strong organization, multi-tasking, planning and time management skills.
â¢ Dynamic learner, results oriented.
â¢ Highly committed to superior customer service.
â¢ Exceptional listening and analytical skills
â¢ System savvy, particularly with automated data collection and reporting.
â¢ Excellent verbal, written, professional communication skills.
â¢ Highly collaborative team player with strong sense of initiative.
Â· Conduct random call quality audits within specified timelines and individually manages completion of the target number of call audits required per Access Specialist (agent).
Â· Review and document inbound/outbound calls utilizing departmental quality monitoring standards and guidelines in order to ensure that quality/adherence policies and procedures are being met.
Â· Compile and track performance at team and individual levels.
Â· Analyze and prepare internal and external quality reports for management that identify and communicate trends and areas of opportunity for individuals, specific teams, and the entire Access Center team.
Â· Adjust quality auditing tool in a dynamic manner based on achievement of desired performance outcomes and the need to more closely monitor areas where performance is subpar to expectations.
Â· Prepare monthly summaries for Access Center leadership to assist with their ability to communicate with individual Access Specialists.
Â· Provide monthly executive level summary of results from audits including action plans to elevate performance.
Â· Coordinate and facilitate calibration sessions to ensure all QPAs are administering standard best practices and scoring is consistent.
Â· Participate as a Core Team member in process improvement sessions to advance the design of the quality performance systems, training, tools, and processes. Provide data analytics to drive scope and success criteria of initiatives in alignment with Division strategy.
Â· Participates in live call shadowing sessions to hear firsthand the needs and expectations of patients.
Â· Provide ad hoc data as requested that is presented in an actionable format.
Â· Participates in projects associated with elevating the quality of service to both our internal and external customers.
Â· Bachelor degree or 3 years of applicable experience
Â· 2+ years of customer service experience in a contact center environment
Â· Intermediate MS Excel, MS PPT experience
Â· Strong knowledge of customer service process and techniques
Â· Preferred: Prior training experience, business or customer service analytics*CA