Quality Performance Coach for Patient Financial Services

3 weeks ago


Longmont, Colorado, United States The Staff Pad Full time

We are seeking a Quality Performance Coach for our Patient Financial Services team at The Staff Pad.

About the Role

This is an exciting opportunity to join our team as a Quality Performance Coach and contribute to the success of our clients. As a Quality Performance Coach, you will be responsible for ensuring that our PFS representatives provide exceptional service to our clients. Your primary focus will be on monitoring and evaluating the quality of our service delivery, identifying areas for improvement, and implementing strategies to enhance our performance.

The ideal candidate will have extensive experience in contact/call center management, with a strong background in coaching and developing teams. You will possess excellent communication and interpersonal skills, with the ability to create a positive learning environment and drive results. Your analytical skills will enable you to identify knowledge gaps and performance trends, and you will be proficient in using Artiva system and multiple healthcare systems.

Responsibilities
  1. Manage and support new hires as they transition from training to the PFS floor, providing consistent monitoring, audits, and feedback.
  2. Conduct quality assurance monitoring of all PFS representatives to ensure quality standards are upheld.
  3. Regularly monitor and assess the quality of inbound and/or outbound calls, focusing on member experience.
  4. Report quality score results daily, weekly, and monthly, with insights into variances from target levels.
  5. Act as a mentor and coach for new hires, team members, and supervisors, ensuring continuous support and development.
  6. Conduct skills assessments, call reviews, and progress evaluations, creating development plans to meet quality performance goals.
  7. Evaluate and refine quality assurance scorecard criteria, scoring, and criteria.
  8. Maintain effective communication across all levels of leadership, agents, and peers to support quality goals, standards, and processes.
  9. Manage and update PFS curriculum, Basecamp, and handbook to capture changing program requirements as needed.

You will also be responsible for maintaining administrative records such as attendance, observations, and trainee progression, and participating in various sessions (e.g., calibration, employee communication) to ensure consistent quality standards across the department.

Qualifications

To be successful in this role, you will need:

  • Minimum 2 to 5 years previous contact/call center experience, supervisory experience preferred.
  • Extensive knowledge of PFS client requirements, client expectations, workflows, and SLA's.
  • Intermediate knowledge of Epic, Artiva, FACS preferred.
  • Excellent communication and interpersonal skills, with an ability to coach and provide constructive feedback.
  • Ability to create an engaging and positive learning environment.
  • Expert with Artiva system and multiple healthcare systems.
  • Strong analytical skills to identify knowledge gaps and performance trends.
  • Knowledge of Microsoft Office Suite (Word, Outlook, Excel etc.).
  • High School Degree/GED required, Associates or above and/or Training Certification preferred.
What We Offer

We offer a competitive salary range of $65,000 - $85,000 per year, depending on your level of experience and qualifications. Our comprehensive benefits package includes health insurance, dental insurance, vision insurance, and a generous paid time off policy. We also offer opportunities for professional growth and development, including training and certification programs.



  • Longmont, Colorado, United States OneMain Financial Full time

    Company OverviewAt OneMain Financial, we're dedicated to providing responsible access to credit for hardworking Americans. Since 1912, we've been helping people get the money they need today and reach their goals for tomorrow.Salary and BenefitsThis role offers a competitive base salary of $17.50-$20.50 per hour, with opportunities for additional...


  • Longmont, Colorado, United States OneMain Financial Full time

    Become a Financial Development Representative at OneMain Financial, where you will empower customers by listening to their needs and providing access to friendly, fast, and affordable financing for life's expenses.As a Financial Development Representative, you will learn the lending and servicing business at OneMain, allowing you to grow your career and...


  • Longmont, Colorado, United States Consultants for Children Full time

    Join Our TeamWe are seeking a skilled and compassionate Child Development Coach to join our team at Consultants for Children, Inc. As a part-time employee, you will have the opportunity to make a meaningful difference in the lives of children with autism and other developmental disabilities.Estimated Salary:$40,000 - $45,000 per year, based on 20-25 hours...


  • Longmont, Colorado, United States Camping World Full time

    Camping World seeks a dynamic Performance Sales Representative to lead our retail sales sector. This role involves generating sales and improving customer interaction with add-on items, as well as working with the Store Manager and General Manager to research new products.**Key Responsibilities:*** Generate sales and improve customer interaction with add-on...


  • Longmont, Colorado, United States Life Care Centers of America Full time

    Welcome to Life Care Centers of America, where we are dedicated to delivering exceptional patient care and making a positive impact in our communities! As a Patient Services Coordinator, you will play a vital role in ensuring that our residents receive the highest quality care possible.About the PositionWe are seeking an experienced and compassionate RN to...


  • Longmont, Colorado, United States BrightSpring Health Services Full time

    Financial Claims SpecialistWe are looking for an experienced Financial Claims Specialist to join our team at PharMerica. As a key member of our finance department, you will be responsible for the research, collection and/or resolution of assigned account portfolios in accordance with PharMerica's Collections Policy and Procedures.This role involves working...

  • Registered Nurse

    3 weeks ago


    Longmont, Colorado, United States UCHealth Full time

    Job SummaryWe are seeking a highly skilled Registered Nurse to join our team as a leadership and patient care specialist. In this role, you will provide exceptional patient care and work closely with the Nurse Manager to enhance patient safety and optimize quality outcomes.About the RoleAs a Registered Nurse in this position, you will assist the Nurse...


  • Longmont, Colorado, United States Camping World Full time

    About the RoleCamping World is seeking a highly skilled Retail Sales Performance Catalyst to join our dynamic team.As a Retail Sales Performance Catalyst, you will be responsible for leading daily sales activities in our retail sector. This includes fulfilling e-commerce orders, merchandising, in-store sales, and install sales. You will drive the overall...


  • Longmont, Colorado, United States United Urology Group Full time

    Job SummaryWe are seeking a highly organized and detail-oriented Front Desk Receptionist to join our team at United Urology Group. As a key member of our administrative staff, you will be responsible for providing exceptional customer service to patients and staff, while also ensuring the smooth operation of our practice.ResponsibilitiesSchedule appointments...


  • Longmont, Colorado, United States OneMain Financial Full time

    Overview of the JobAs a Consumer Loan Specialist, you'll work in a fast-paced environment where no two days are ever the same. Your primary responsibility will be to work closely with customers to understand their financial needs and provide personalized solutions. This may involve delivering sales results, developing new relationships, presenting financial...


  • Longmont, Colorado, United States UCHealth Full time

    Job Overview:This Radiologic Technologist role is a key member of our healthcare team, providing expert care to patients undergoing diagnostic imaging procedures.Responsibilities:Reviews patient records, takes high-quality images, and educates patients on proceduresSafely administers contrast media, monitors patient condition, and responds to any...

  • Radiology Team Lead

    4 weeks ago


    Longmont, Colorado, United States UCHealth Full time

    Advanced Radiography Services at UCHealthThe Radiology Technologist Lead at UCHealth Longs Peak Hospital provides top-notch radiographic services, ensuring exceptional patient care through effective image acquisition and monitoring patient conditions.Role Overview:Prioritize procedural patient education to ensure mutual understanding and cooperationReview...


  • Longmont, Colorado, United States BrightSpring Health Services Full time

    Job SummaryWe are seeking a highly motivated Collections and Billing Analyst to join our team. In this role, you will play a critical part in maximizing revenue and minimizing losses for PharMerica.Key ResponsibilitiesCollect and reconcile facility level accounts for services rendered by PharMerica, including partial payments, double payments, and...


  • Longmont, Colorado, United States Dental Horizons Full time

    Role OverviewDental Horizons is seeking a skilled Patient Coordinator to join our progressive private dental office. As a key member of our team, you will play a vital role in ensuring exceptional patient experiences and supporting the delivery of top-notch dentistry.About YouWe are looking for an individual with a passion for personal and professional...

  • Dental Professional

    4 weeks ago


    Longmont, Colorado, United States Salud Family Health Full time

    We are seeking a skilled Dental Assistant to join our team at Salud Family Health. As a key member of our patient care team, you will play a vital role in delivering high-quality dental services to our patients.Job Summary:This is a unique opportunity to make a difference in the lives of our patients. We are looking for a highly motivated and organized...


  • Longmont, Colorado, United States Sam's Club Full time

    Sam's Club is seeking a skilled Tire & Battery Center Technician to join our team. As a member of our service center operations team, you will play a critical role in delivering exceptional service to our members.Job Description:Be a Team Player: Collaborate with team members to fulfill sales and service requests, educate associates on tools and tasks,...


  • Longmont, Colorado, United States Sam's Club Full time

    At Sam's Club, we are seeking a skilled Tire & Battery Center Technician to join our team. As a member of our service center operations team, you will play a critical role in delivering exceptional service to our members.Key Responsibilities:Collaborate with team members to meet sales and service requests, educate associates on tools and tasks, and...


  • Longmont, Colorado, United States King Soopers Full time

    Job Description: Are you passionate about delivering exceptional customer experiences? Do you have a knack for resolving complex issues and building strong relationships with customers? If so, we invite you to apply for the Retail Service Associate Lead role at King Soopers.Responsibilities:Provide world-class customer service and ensure a positive shopping...


  • Longmont, Colorado, United States Salud Family Health Full time

    Job SummaryWe are seeking a Medical Assistant Coordinator to join our Special Procedures Program. As a key member of our team, you will be responsible for coordinating patient care, performing administrative tasks, and working closely with medical, dental, and behavioral health providers to ensure high-quality integrated healthcare.


  • Longmont, Colorado, United States UCHealth Full time

    Improve Lives in a Fast-Paced ER EnvironmentUCHealth, a leading healthcare provider, is seeking an experienced RN ED Associate Nurse Manager to join our team at UCHealth Longs Peak Hospital. This exciting opportunity offers a competitive salary and comprehensive benefits package.About the RoleAs a Nurse Leader for ER Operations, you will assist the Nurse...