Quality Assurance Analyst Jobs

Grade 104

• Regular/Temporary: Regular
• Hours Per Week: 35
• Salary Range: $61,500- $66,000
• Job Type: Officer of Administration
• End Date if Temporary:
• Bargaining Unit:
• Standard Work Schedule: M-F 9-5pm
• Building: 710 West 168th

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

• Participate as a Core Team member in process improvement sessions to advance the design of quality performance systems, training, tools, and processes.
• Monitors specialty pod call queue and may answer inbound calls when the queue is high.
• Prepare presentations for executive leadership as needed.
• Participates in live call shadowing sessions to hear firsthand the needs and expectations of patients.
• 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.
• Participate in calibration sessions to ensure all analysts are administering standard best practices and scoring is consistent.
• Update the centralized scheduling resource file as needed.
• Serves as direct liaison with the practice on all scheduling protocol processes and updates.
• Communicate department scheduling changes in real time.
• Closely monitor areas where performance is subpar to expectations in an effort to identify improvement optimization. Executes call improvement plans in partnership with management.
• Monitor Epic work queue productivity
• May assign agents to special projects.
• Provide ad hoc data as requested that is presented in an actionable format.

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

• Tracking project plan progress, proactively identifying areas of resistance and outliers to escalate for mitigation, and executing mitigation plans as needed.
• Participates in projects associated with elevating the quality of service to both our internal and external customers.

Reporting

• Prepare monthly summaries for Call Center leadership to assist with their ability to communicate with individual Specialists.
• Maintain a safe and secure work environment by following all OSHA, EH&S, and public safety policies and guidelines.
• 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.
• Provide a monthly executive-level summary of results from audits including action plans to elevate performance.
• Provide data analytics to drive the scope and success criteria of initiatives in alignment with strategy.
• 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 patient privacy and confidentiality according to HIPAA requirements at all times
Minimum Qualifications

• Plus 3 years of applicable experience
• Bachelor’s degree or combination of education and experience

Preferred Qualifications

• Ability to work collaboratively with diverse staff and patient/family populations to promote a patient-centered culture.
• Must be a motivated individual with a positive and exceptional work ethic.
• Strong knowledge of customer service processes and techniques.
• 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.
• Ability to communicate effectively in both oral and written form and prepare presentations for various audiences.
• Strong organizational skills, time management, project management, and the ability to set priorities among multiple competing objectives, tasks, and initiatives are required.
• Strong proficiency in Microsoft Office (Word & Excel) or similar software is required and an ability and willingness to learn new systems and programs.
• 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.

Must complete all system training requirements
Equal Opportunity Employer / Disability / Veteran gg
Columbia University is committed to hiring of qualified local residents.