Quality Assurance Analyst Jobs

537183
Medical Center
Neurology
Full Time
Opening on: Jun 27 2023
Grade 104
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Job Type: Officer of Administration
Bargaining Unit:
Regular/Temporary: Regular
End Date if Temporary:
Hours Per Week: 35
Standard Work Schedule: M-F 9-5pm
Building: 710 West 168th
Salary Range: $61,500- $66,000
The salary of the finalist selected for this role will be set based on a variety of factors, including but not limited to departmental budgets, qualifications, experience, education, licenses, specialty, and training. The above hiring range represents the University's good faith and reasonable estimate of the range of possible compensation at the time of posting.
Position Summary
The Quality Assurance Analyst will perform routine audits on inbound and outbound calls, score calls according to a standard approach, assess and aggregate data for the opportunity, and participate in design sessions for the FPO Call Center centered on advancing and elevating the patient experience. The incumbent will also support scheduling pod performance through training in scheduling guidelines, and scheduling-related escalations. The candidate will also support leadership 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 the FPO Call Center.
Responsibilities
Conduct random call quality audits within specified timelines and individually manages the completion of the target number of call audits required per Specialists (agents).
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.
Compile and track performance at team and individual levels.
Closely monitor areas where performance is subpar to expectations in an effort to identify improvement optimization. Executes call improvement plans in partnership with management.
Participate in calibration sessions to ensure all analysts are administering standard best practices and scoring is consistent.
Serves as direct liaison with the practice on all scheduling protocol processes and updates.
Update the centralized scheduling resource file as needed.
Communicate department scheduling changes in real time.
Monitors specialty pod call queue and may answer inbound calls when the queue is high.
Participate as a Core Team member in process improvement sessions to advance the design of quality performance systems, training, tools, and processes.
Participates in live call shadowing sessions to hear firsthand the needs and expectations of patients.
Provide ad hoc data as requested that is presented in an actionable format.
Prepare presentations for executive leadership as needed.
Monitor Epic work queue productivity
May assign agents to special projects.
Other duties as assigned within the professional scope of practice/training/education. People
Effective collaborative relationships with peers and other subject matter experts (SME) to seek resolution of issues identified through monthly call monitoring/audits.
Project Management
Participates in projects associated with elevating the quality of service to both our internal and external customers.
Tracking project plan progress, proactively identifying areas of resistance and outliers to escalate for mitigation, and executing mitigation plans as needed.
Reporting
Provide data analytics to drive the scope and success criteria of initiatives in alignment with strategy.
Prepare monthly summaries for Call Center leadership to assist with their ability to communicate with individual Specialists.
Provide a monthly executive-level summary of results from audits including action plans to elevate performance.
Analyze and prepare internal quality reports for management that identify and communicate trends and areas of opportunity for individuals, specific teams, and the entire Access Center team.
Keep current on all organizational, regulatory compliance, and patient privacy training policies (e.g. infection control, public safety, EH&S, HIPAA, OSHA, etc.) and successfully complete all required training.
Maintain a safe and secure work environment by following all OSHA, EH&S, and public safety policies and guidelines.
Maintain patient privacy and confidentiality according to HIPAA requirements at all times
Minimum Qualifications
Bachelor’s degree or combination of education and experience
Plus 3 years of applicable experience
Preferred Qualifications
Demonstrate proficiency and/or understanding of data sets; extract, evaluate, clean, and summarize; conduct qualitative and quantitative data analysis and validation as applicable to areas of responsibility.
Basic project management skills, including executing technical and operational project activities with cross-functional teams.
Demonstrated proficiency in problem assessment, resolution, and collaborative problem-solving in complex and interdisciplinary settings.
Strong organizational skills, time management, project management, and the ability to set priorities among multiple competing objectives, tasks, and initiatives are required.
Strong knowledge of customer service processes and techniques.
Ability to communicate effectively in both oral and written form and prepare presentations for various audiences.
Ability to work collaboratively with diverse staff and patient/family populations to promote a patient-centered culture.
Strong proficiency in Microsoft Office (Word & Excel) or similar software is required and an ability and willingness to learn new systems and programs.
Must be a motivated individual with a positive and exceptional work ethic.
Must complete all system training requirements
Equal Opportunity Employer / Disability / Veteran gg
Columbia University is committed to hiring of qualified local residents.