Control Center Quality Assurance Coach, OHMG Access Center - Downtown Orlando

Orlando Health•Orlando, FL

14h

About The Position

The Quality Assurance Coach is responsible for conducting coaching, maintaining quality standards, and collaborating with leadership on ways to improve quality and experience. This position coordinates with our training department to develop on-going trainings and education materials relative to the Patient Access role. The Quality Assurance Coach aims to build awareness of available resources and works with team members to create individualized goals for continuous improvement, all in an effort to deliver outstanding service that drives the best experience possible. This position supports the Patient Access Leadership with quality initiatives, process improvements, and overall performance improvement. Performs daily quality assurance audits and outcome assessments on the accuracy of patient data, both system-related and process-related. Responsible for monitoring calls.

Requirements

Associate Degree Required or Equivalent Relevant Experience with High School Graduate Degree
Two (2) years of relevant experience with 1+ years in healthcare preferred
Strong customer service skills required

Nice To Haves

Bachelor’s Degree Preferred
Experience and knowledge of contact center operations preferred
Adult training or teaching experience desired

Responsibilities

Reviews agent quality reports, composed of quality scores generated by auditors, and phone calls to conduct coaching.
Assists management in the development and updating of reports to identify and track quality trends.
Provides feedback to agents based on quality standards via the Coaching environment within the Quality Management platform, i.e., Observe.ai.
Answers questions and assists team members with issues regarding soft skills, policies, and procedures.
Remains current and proficient in all operational procedures in order to provide appropriate coaching based on quality assurance trends.
Regularly rounds and shares best practices with team members.
Coordinates with and assists Training with the initial training, coaching, and development of new hires.
Coordinates with Training to develop periodic refreshers, develop new training programs and updating of training modules.
Identifies team members who need additional coaching and works with Quality Assurance and Operational Management to identify areas of improvement.
Reviews appropriate reports and databases to monitor patient account errors and tracks and trends/errors.
Maintains reports, statistics and documentation as assigned.
Supports and reinforces communication protocols with patients and the practice to provide ongoing feedback regarding core skills, accuracy/errors.
Supports and reinforces training with team members on the purpose of service excellence and how to ensure high quality outcomes.
Assists and supports the implementation of process improvements, both intradepartmental and interdepartmental.
Assists in expediting issue resolutions as assigned.
Maintains reasonably regular, punctual attendance consistent with Orlando Health policies, the ADA, FMLA and other federal, state and local standards.
Maintains compliance with all Orlando Health policies and procedures.
Communicates with clinic, training and access center leaders to create efficiencies.
Participates in corporate downtime recovery and emergency intakes as assigned.
Participates in all requirements of the Professional Development focusing on systems, workflows and overall experience.

Benefits

Medical, Dental, Vision
403(b) Retirement Savings Plan
Health Savings Account (HSA)
Flexible Spending Account (FSA)
Paid Time Off (up to 5 weeks to start)
Life Insurance
Extended Leave Plan (ELP)
Family Care (childcare, elder care, pet care)
Paid Parental Leave
Pet Insurance
Car Insurance
Educational Benefits including tuition reimbursement & monthly payments to help pay down any graduated school debt