Quality Assurance Monitor Associate

Columbia University
United States, New York, New York
Nov 15, 2024
Job Type: Officer of Administration Regular/Temporary: Regular Hours Per Week: 35 Standard Work Schedule: M-F, 9AM-5PM Building: Parker Plaza, NJ Salary Range: $72,000 - $76,000 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 (QA) Monitor Associate plays a key role within the contact center organization to monitor and assess contact center quality to ensure a valuable patient experience. This role is responsible for supporting a coaching-rich environment focused on ensuring Patient Access Specialists perform at a consistently high level. The QA Associate will partner with Patient Access Specialists to provide key feed targeted coaching and training opportunities and play a vital support role in the patient experience. This role will also aggregate and identify quality and performance trends and ultimately execute QA programs driven by leadership and the organization. Responsibilities Operations Monitors contact center quality at the enterprise level by listening to live calls/call recordings, and desktop monitoring/recordings Audits contact center calls and other functions, comparing against the established quality criteria in order to ensure that quality/adherence policies and procedures are being met. Identifies opportunities for training and coaching Patient Access Specialists through implementing corrections and improvements Provides feedback and coaching from a position of support and success of the Patient Access Specialists; conducts regularly scheduled help sessions Identifies and recognizes quality and performance trends, communicates to Supervisor, and identifies optimization opportunities Demonstrates a comprehensive understanding of the contact center's overall suite of services, operating platform(s), and strategic initiatives Provides individual performance feedback to the management team related to Patient Access Specialists if an improvement issue is identified Assess patient access specialist performance at the team and individual levels and prepare reports to be shared with contact center operations leadership Participate in calibration sessions to ensure all analysts are administering standard best practices and scoring is consistent. Collaborates on the content of quality assurance scorecard Other duties and responsibilities 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 Participates in projects associated with elevating the quality of service to both our internal and external customers. Tracking project plan progress, proactively identifying areas of resistance and outliers to escalate for mitigation, and executing mitigation plans as needed. Reporting Provide data analytics to drive the scope and success criteria of initiatives in alignment with strategy. Prepare monthly summaries for Contact Center leadership to assist with their ability to communicate with individual Patient Access Specialists. Provide a monthly executive-level summary of results from audits including action plans to elevate performance. Analyze and prepare internal quality reports for management that identify and communicate trends and areas of opportunity for individuals, specific teams, and the entire Contact Center team. Compliance Keep current on all organizational, regulatory compliance, and patient privacy trainings policies (e.g. infection control, public safety, EH&S, HIPAA, OSHA, etc.) and successfully complete all required trainings. Maintain a safe and secure work environment by following all OSHA, EH&S, and public safety policies and guidelines. Maintain patient privacy and confidentiality according to HIPAA requirements at all times. Minimum Qualifications Bachelor's degree or combination of education and experience. Plus 3 years of related experience. An equivalent combination of education and experience may be considered. 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. Excellent project management skills including executing technical and operational project activities with cross-functional teams. Demonstrated proficiency in problem assessment, and resolution, and collaborative problem-solving in complex, and interdisciplinary settings. Strong organizational skills, time management, project management, and the ability to set priorities among multiple competing objectives, tasks, and initiatives are required. Strong knowledge of customer service processes and techniques. Ability to communicate effectively in both oral and written form and prepare presentations for various audiences. Ability to work collaboratively with diverse staff and patient/family populations to promote a patient-centered culture. Strong proficiency in Microsoft Office Suite (Word & Excel) or similar software is required and an ability and willingness to learn new systems and programs. Must be a motivated individual with a positive and exceptional work ethic. Must complete all system training requirements. Preferred Qualifications Experience using Epic or other EHR software is preferred. Experience in a shared service and/or contact center environment is preferred. Prior training experience in business or customer service analytics is preferred. Competencies Patient Facing Competencies Minimum Proficiency Level Accountability & Self-Management Level 3 - Intermediate Adaptability to Change & Learning Agility Level 2 - Basic Communication Level 2 - Basic Customer Service & Patient-Centered Level 3 - Intermediate Emotional Intelligence Level 2 - Basic Problem Solving & Decision Making Level 3 - Intermediate Productivity & Time Management Level 3 - Intermediate Teamwork & Collaboration Level 2 - Basic Quality, Patient & Workplace Safety Level 3 - Intermediate Leadership Competencies Minimum Proficiency Level Business Acumen & Vision Driver Level 1 - Introductory Performance Management Level 2 - Basic Equal Opportunity Employer / Disability / Veteran Columbia University is committed to the hiring of qualified local residents.