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Quality Assurance Analyst for Patient Services

2 months ago

Frisco, Texas, United States Tenet Call Center Ops Full time

POSITION OVERVIEW

The Quality Assurance Analyst plays a crucial role within the Patient Service Center, focusing on the evaluation of quality and precision in all aspects of patient scheduling, pre-registration, and payment estimates. This role requires independent oversight to ensure that representatives are equipped with the necessary skills to effectively handle various customer inquiries while maintaining high standards of service and accuracy. The Analyst must possess comprehensive knowledge of all responsibilities associated with positions ranging from Representative I to Lead.

Daily interactions with team Leads will facilitate discussions regarding any observed challenges, ensuring that representatives are making appropriate progress. The Analyst will also identify opportunities for quality enhancement and present these insights to management for consideration. By setting a strong example, the Analyst fosters a culture centered around exceptional customer service and professional management.

KEY RESPONSIBILITIES

The following duties are essential to this role, with additional tasks assigned as necessary:

  • Randomly selects calls for performance assessments to ensure a representative sampling of overall performance.
  • Designs and implements daily audits to evaluate the quality and accuracy of the Patient Service Center's operations.
  • Educates new representatives on departmental quality and customer service standards, as well as relevant software and procedures.
  • Collaborates closely with supervisors to support ongoing training for both new and existing team members.
  • Utilizes audit results to identify call trends and suggest training adjustments to management.
  • Performs other duties as required based on departmental needs.

REQUIRED SKILLS AND QUALIFICATIONS

To excel in this position, candidates must demonstrate the following abilities:

  • Experience in a fast-paced call center environment.
  • Comfortable working with dual computer monitors.
  • Basic typing skills are essential.
  • Proficient in a Windows-based computer environment.
  • Strong verbal and written communication skills.
  • Ability to manage multiple tasks across various systems simultaneously.
  • Comprehensive understanding of both Scheduling and Financial Clearance functions.

Conifer Health requires candidates to provide proof of all necessary vaccinations and screenings prior to employment, as permitted by law.

EDUCATIONAL BACKGROUND

Minimum educational qualifications and experience preferred for this role include:

  • Mandatory: High school diploma or GED.
  • Preferred: Two years of college education or equivalent experience in a customer service-focused environment, along with completion of a relevant medical certification program.
  • No prior experience is necessary if the candidate holds a degree.

PHYSICAL REQUIREMENTS

The physical demands necessary for successful performance in this role include:

  • Ability to work while seated, utilizing a computer and answering calls.
  • Willingness to travel as needed.

WORK ENVIRONMENT

The work environment characteristics typical for this position include:

  • Office setting.
  • Healthcare facility environment.

TRAVEL REQUIREMENTS

  • Minimal travel is anticipated for this role.

As part of the Tenet and Catholic Health Initiatives family, Conifer Health leverages over 30 years of expertise in the healthcare sector to support clients across numerous regions. Our mission is to enhance financial and clinical performance, improve community service, and excel in healthcare management. We are committed to transitioning organizations from volume-based to value-based care, enriching the patient experience, and optimizing healthcare quality, cost, and accessibility.

COMPENSATION AND BENEFITS

Compensation details include:

  • Hourly wage: $28.00, contingent on location, qualifications, and experience.
  • Potential eligibility for a signing bonus for qualified new hires, subject to employment status.
  • Time and a half pay for observed holidays.

Benefits offered may include:

  • Medical, dental, vision, disability, and life insurance.
  • Paid time off (minimum of 12 days per year, accruing at approximately 1.84 hours per 40 hours worked).
  • 401k plan with up to 6% employer matching.
  • 10 paid holidays annually.
  • Health savings accounts and flexible spending accounts for healthcare and dependents.
  • Employee Assistance and discount programs.
  • Voluntary benefits such as pet insurance, legal insurance, and more.
  • For employees in Colorado, paid leave in accordance with state regulations.