The Contact Center Quality Assurance Specialist monitors, measures and documents the quality of performance of employees who communicate with patients, family members or other external parties. This position ensures services meet established standards of optimum quality, including reliability, usability and performance. Additional duties include developing metrics, trend analyses, reporting and support training initiatives.
ESSENTIAL FUNCTIONS OF THE ROLE
Performs call monitoring, evaluation, feedback and documentation. Performs quality checks and audits of inbound and outbound calls and other electronic contacts to ensure adherence to policies and procedures and high level of customer service. Meets the monthly minimums to include volume numbers of calls monitored throughout the department.
Works with Supervisors to help them deliver appropriate coaching to the Contact Center staff by answering questions and clarifying feedback and comments. May need to deliver coaching to the staff as needed.
Monitors, identifies and documents trends and quality risks, and serves as a resource regarding quality concerns or issues. Participates in meetings, and provides feedback on productivity to contact center employees and management.
Participates in continuous quality improvement initiatives. Supports the post-call survey process. Works closely with management to provide feedback on patient satisfaction to support process improvements. Works with the appeals process.
Collaborates with the training team to identify training needs, develop training materials and campaigns, and assists with training initiatives to enhance call center quality scores.
Conducts regular department and enterprise call calibration sessions to ensure consistency with call scoring within the department.
Provides trend reports and conducts analyses to drive call center performance. Reviews various reports to ensure that contact service forms have been resolved timely and accurately.
KEY SUCCESS FACTORS
Proficient in all Microsoft Applications including Word, Excel, and PowerPoint.
Ability to work in fast paced, ever changing environment.
Excellent verbal, written and electronic communication skills required.
Complex problem analysis and problem solving skills required.
Requires attention to detail, with good data collection, management and analyses.
Ability to plan and organize.
Our competitive benefits package includes the following - Immediate eligibility for health and welfare benefits - 401(k) savings plan with dollar-for-dollar match up to 5% - Tuition Reimbursement - PTO accrual beginning Day 1 Note: Benefits may vary based upon position type and/or level
Baylor Scott & White Health (BSWH) is the largest not-for-profit health care system in Texas and one of the largest in the United States. With a commitment to and a track record of innovation, collaboration, integrity and compassion for the patient, BSWH stands to be one of the nation’s exemplary health care organizations. Our mission is to serve all people by providing personalized health and wellness through exemplary care, education and research as a Christian ministry of healing. Joining our team is not just accepting a job, it’s accepting a calling!
To improve the patient experience by providing health care providers; patients and their families; and others with information, education, networking opportunities, and related resources focused on best practices.