Ambulatory Contact Center Quality Assurance Specialist

3 weeks ago


Boston, Massachusetts, United States Massachusetts General Hospital Full time

The Opportunity:

The Massachusetts General Hospital Ambulatory Contact Center is seeking a Quality Assurance Specialist to support the strategic operations of the hospital and the Massachusetts General Physician Organization. The successful candidate will be responsible for monitoring the quality of all Ambulatory Contact Center scheduling interactions with customers, as well as messaging and related scheduling workflows.

Key Responsibilities:

  • Conduct Quality Assurance Evaluations: Evaluate customer interactions across all contact touchpoints (e.g., calls, in-basket messages, and Teams) based on predetermined quality metrics and guidelines.
  • Monitor Service Levels: Continuously monitor service levels to identify trends and patterns that affect the overall customer experience. Engage in customer listening to identify pain points and expectations.
  • Provide Actionable Feedback: Deliver comprehensive feedback to contact center scheduling staff and their supervisors, highlighting strengths, areas for improvement, and recommendations for enhancing customer interactions.
  • Develop Quality Improvement Plans: Collaborate with supervisors, team leaders, and training specialists to develop individual and team-based action plans to improve scheduler performance and customer satisfaction.
  • Analyze Performance Data: Use performance data and evaluation results to identify recurring issues, training needs, and process gaps. Recommend process enhancements and training initiatives.

Requirements:

  • Bachelor's Degree preferred, focusing on healthcare, management, or similar.
  • Understanding of contact center operations, roles, equipment, standards, and requirements with at least 3 years of experience working in a contact center.
  • General knowledge of clinical operations, policies, procedures, and workflows.
  • Excellent organizational skills to effectively manage day-to-day project and operational tasks, establish priorities, and be flexible to accommodate changes in priorities to reflect the needs of the work environment.
  • Must have experience with Microsoft Office products (i.e., PowerPoint, Visio, Teams, Outlook) and contact center and/or patient scheduling systems required with EMRs (Epic) and telecommunications (Cisco) software preferred.

Working Model:

Remote Eastern Business Hours required; requires a Stable, Secure, Quiet, HIPPA-compliant workstation with an ethernet connection on a private network. Monday - Friday, 8 am - 430 pm; 40 hours per week.

Remote Policy:

All employees must be able to connect via ethernet cable to their home router/modem to access web-based secure programs to complete duties compliantly. Must have HIPAA-compliant workspace (a dedicated, private workspace with a lockable file cabinet that is free from distraction and separate from others, quiet and secure).



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