Sr Access Center QA Analyst - (Contact Center)

At Houston Methodist, the Senior Access Center Quality Assurance (QA) Analyst position is responsible for monitoring, coaching and/or providing feedback, calibration, and trend analysis on the quality of customer interactions and contacts to ensure quality improvement goals are met and compliant. This position provides ongoing feedback and support to leadership by utilizing a consistent monitoring approach, publishing quality scores, and identifying behavioral and process improvement opportunities for both individuals and the department. Additionally, this position designs and monitors the workflow of the department and provides necessary and ongoing training to staff to encourage productivity and quality encounters. This position also partners with leadership and/or trainers to create educational material that can be used to improve performance.

Requirements:

Qualifications:

LICENSES AND CERTIFICATIONS - REQUIRED

• N/A

KNOWLEDGE, SKILLS, AND ABILITIES

• Demonstrates the skills and competencies necessary to safely perform the assigned job, determined through on-going skills, competency assessments, and performance evaluations

• Sufficient proficiency in speaking, reading, and writing the English language necessary to perform the essential functions of this job, especially with regard to activities impacting patient or employee safety or security

• Ability to effectively communicate with patients, physicians, family members and co-workers in a manner consistent with a customer service focus and application of positive language principles

• Excellent listening skills

• Excellent verbal, written, and interpersonal communication skills, with the ability to evaluate, motivate, and provide feedback to individuals at various skill levels

• Must have a track record of producing work that is highly accurate, demonstrates attention to detail, and reflects well on the organization

• Ability to plan, organize, prioritize, and complete work to meet established objectives

• Ability to conduct inter-disciplinary calibration sessions to achieve improvements in quality performance

• Ability to work in a call center production environment, or comparable magnitude, with frequent interruptions and continue to meet/exceed deadlines

• Ability to influence positive change

• Proficient with Microsoft PowerPoint, Excel, and Word, Tableau, or other data analytics visualization applications

• Ability to perform cross-functionally in a matrix environment as workplace demands require collaboration and assistance between departmental functions

• Able to work independently and in a team environment

• Excellent analytical skills and ability to make problem solving decisions independently

• Demonstrated proficiency in medical terminology to include diagnoses, operative procedures, and CPT codes

• Managed care knowledge with the ability to differentiate between insurance plans such as PPO, POS, HMO, etc.

• Strong training, coaching to performance, and leadership skills

• Ability to remain calm and patient in stressful situations

• Working knowledge of multifunctional call recording quality monitoring solutions (voice and screen capture)

• Strong research skills

SUPPLEMENTAL REQUIREMENTS

WORK ATTIRE

• Uniform No
• Scrubs No
• Business professional Yes
• Other (department approved) No

ON-CALL*
*Note that employees may be required to be on-call during emergencies (ie. DIsaster, Severe Weather Events, etc) regardless of selection below.

• On Call* Yes

TRAVEL**
**Travel specifications may vary by department**

• May require travel within the Houston Metropolitan area Yes
• May require travel outside Houston Metropolitan area No

Company Profile:

Houston Methodist is one of the nation’s leading health systems and academic medical centers. Houston Methodist consists of eight hospitals: Houston Methodist Hospital, its flagship academic hospital in the heart of the Texas Medical Center, and seven community hospitals throughout the greater Houston area. Houston Methodist also includes an academic institute, a comprehensive residency program, a global business division, numerous physician practices and several free-standing emergency rooms and outpatient facilities. Overall, Houston Methodist employs more than 27,000 employees and is supported by a wide variety of business functions that operate at the system level to help enable clinical departments to provide high quality patient care.

Houston Methodist is an Equal Opportunity Employer.

Equal employment opportunity is a sound and just concept to which Houston Methodist is firmly bound. Houston Methodist will not engage in discrimination against or harassment of any person employed or seeking employment with Houston Methodist on the basis of race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, status as a protected veteran or other characteristics protected by law. VEVRAA Federal Contractor – priority referral Protected Veterans requested.