The Quality Assurance (QA) Specialist plays a key role within the Ambulatory organization to monitor and assess Patient Appointment Center (PAC) quality to ensure a valuable patient experience.
This role is responsible for supporting a coaching rich environment focused on ensuring Schegistrars perform at a consistently high level.
The QA Specialist will partner with PAC Supervisors, PAC Sr.
Specialists, and members of the Clinic and Provider Partnerships (CAPP) Team to provide key feedback, identify targeted coaching and training opportunities, and play a vital support role in the patient experience.
Essential Job functions:
Evaluates inbound and outbound PAC interactions by analyzing live calls, call recordings, and desktop screen recordings through the centralized workforce staffing and quality tool
Audits PAC agent interaction workflows, comparing against the established quality criteria to ensure that policies and procedures are being met across all neighborhoods
Assesses opportunities for training and coaching Schegistrars through the identification of trends in quality errors
Organizes and participates in calibration sessions with Supervisors to ensure standard best practices and scoring is consistent across all skills / clinics / interaction types, and documents the outliers when consistency is not possible
Partners with Clinic and Provider Partnerships (CAPP) team to provide insights on process related gaps regarding agent workflow
Demonstrates a comprehensive understanding of the PAC overall suite of services, operating platform(s), and strategic initiatives
Acts as a brand ambassador representing the Patient Appointment Center and superior consumer experience with all internal and external stakeholders
Other duties and responsibilities as assigned within scope of quality / training / process improvement
Patient Population:
Not applicable to this position.
Employment Qualifications
Required Education:
High School / G.
E.
D.
Preferred Education:
Bachelor's Degree
Licensure/Certification Required: N/A
Licensure/Certification Preferred: N/A
Minimum Qualifications:
Required Qualifications:
Minimum of one (1) year of previous patient scheduling/registration work experience in a healthcare setting (acute care hospital, physician office, medical practice, etc.
) or (1) year of experience in a call center environment.
Other Knowledge, Skills and Abilities Required:
Attention to detail and quality-oriented
Excellent listening and interpersonal skills
Excellent oral and written communication skills
Ability to provide constructive feedback and effective coaching to team members
Cultural Responsiveness:
Demonstrates a commitment to diversity, equity, and inclusion through continuous development, modeling inclusive behaviors, and proactively managing bias.
Other Knowledge, Skills and Abilities Preferred:
Demonstrated knowledge and abilities providing call center quality assurance auditing, support and coaching.
Working Conditions:
General office environment
Physical Requirements:
Physical Demands: Lifting/ Carrying (0-50 lbs.
)
Work Position: Sitting, Standing, Walking
Additional Physical Requirements/ Hazards
Physical Requirements: Repetitive arm/hand movements
Mental/Sensory - Emotional:
Mental/Sensory: Strong recall, Reasoning, Problem solving, Hearing, Speak clearly, Reading, Logical Thinking
Emotional: Steady pace, Able to adapt to frequent change
This role is responsible for proactive interaction review and process improvement for calls coming into VCU Health's Patient Appointment Center.
As a centralized resource for all of our clinics utilizing centralized scheduling, this role will assist in establishing best practices and identifying proactive training opportunities across the entire Patient Appointment Center.
In addition to scoring interactions between patients and our Schegistrars, this individual will assist in our root-cause analysis process to determine opportunities for improvement within our scheduling workflows.
Without this role there is a significant impact to being able to consistently apply quality standards, identify training gaps, and ensure an excellent patient experience effectively across the entire Patient Appointment Center.
EEO Employer/Disabled/Protected Veteran/41 CFR 60-1.
4.
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