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Quality Assurance Specialist
4 months ago
**_Are you interested in making a difference in patient care? Learn about our unique culture of respect, growth, innovation, the best patient care, and how we give back to the community._**
At **_United Urology Group_**, our employees are at the heart of our mission and have incredible opportunities to impact our patients' lives with their urologic care.
- We foster a culture that thrives on compassion, teamwork, integrity, and diversity, all of which start with our staff
- We deliver a cohesive approach to urologic care that provides patients with access to experienced specialists, a superb team of healthcare professionals, and the most advanced technology for patient treatments and therapies.
- We offer competitive salaries and a great work/life balance: _enjoy your weekends_
- UUG offers outstanding benefits, including tuition reimbursement, health, dental, and vision insurance, corporate discounts, and much more
**_
United Urology Group _**is regarded as the leading urology network in the country. Our Urology Group Affiliates consist of Chesapeake Urology, Arizona Urology
- Phoenix & Scottsdale, Arizona Urology Tucson, Colorado Urology & Tennessee Urology.
The **Quality Assurance Specialist** is responsible for monitoring, reviewing, evaluating, and proposing detailed measures to correct or improve the PAC processes to meet the established quality standards of the PAC operations.
**Primary Duties & Responsibilities**:
- Monitor and evaluate inbound calls, chats, and booked appointments to assess employee demeanor, accuracy, and conformity to company policies and procedures.
- Organize and participate in internal site and client calibration sessions; prepare and complete reports to provide feedback on requirements.
- May attend team meetings as necessary to cover various topics related to PAC processes.
- Will partner with process improvement and training on various initiatives.
- Create and deliver a training curriculum, identify process improvements, improve customer experience, and grow the business.
- Review booked patient appointments to ensure that the patient was scheduled with the correct physician within the appropriate time frame.
- Provide clear tracking and documentation on errors found during patient appointment reviews.
- Work closely with Managers to identify team/individual trends/issues and help with developing action plans to help improve performance.
- Participate in and/or facilitate group sessions focusing on process improvement to support and enhance the quality culture of the PAC.
- Ability to read and interpret policies and procedures in order to quickly adapt to and reinforce updates.
- Proactively communicate quality trends of the PAC by proposing or developing Quality Tips, requesting Job Aids, and clarifying procedures.
- Proactively create and maintain a call library of various call types in our Quality Management System so that they can be easily shared with others.
- Perform special monitoring of individual Specialists or projects as needed.
- Identify performance issues/trends and review with Management staff.
- Monitor newly hired associates and provide the Trainer with constructive feedback for improved quality performance and work with the Trainer to create actions/plans to help improve performance.
- Achieve and maintain Quality Assurance KPIs set by Management.
- Support Contact Center interactions during peak busy times at an acceptable level.
Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time, with or without notice.
**Qualifications**:
- 2-year college desired or equivalent work experience.
- 1-2 years of contact center customer service experience, preferably in a healthcare environment.
- Reporting and Analytical Skills.
- One (1) year of experience in a similar position preferred.
- Call center experience is a plus.
**Knowledge, Competencies & Skills**:
- Excellent customer service skills.
- Attention to detail and willingness to learn.
- Proficient knowledge of medical terminology.
- Strong communication skills, both verbal & written.
- Proficient computer software and database skills.
- Comfortable working in a fast-paced environment.
- Multitasking and proactive problem-solving.
- Proven history of meeting/exceeding service standards.
- Strong Time Management and Organizational Skills.
- Demonstrated knowledge of urology disease states.
- Strong typing and computer skills.
- Ability to establish and maintain working relationships with peers and management.
- Great interpersonal skills in dealing with a diverse population.
- Open, honest, and empathetic manner when dealing with people.
- Ability to perform repetitive tasks while maintaining flexibility in a fast-paced production environment.
- Ability to work and complete projects without supervision, sel
