Patient Access Quality Analyst

Emory Healthcare•Tucker, GA

About The Position

This role leads quality assurance and compliance monitoring for patient access operations, focusing on maintaining consistent standards and improving processes. Responsibilities include analyzing performance data, investigating discrepancies, validating quality metrics, and collaborating on system optimizations. The position supports operational excellence by enhancing quality monitoring systems and providing actionable insights to leadership.

Requirements

Bachelors Degree in Education, Communications, Healthcare Administration or related field is preferred.
In lieu of Bachelors Degree, 2+ years of related experience in similar work environment.
Minimum Experience: 2+ years of call center and/or QA experience, preferably with 1+ years in healthcare preferred.
Strong customer service skills required.
Experience and knowledge of Contact Center operations preferred.
Employee may work independently under the general direction of their leader, utilizing discretion, critical thinking, and problem-solving skills to evaluate data, investigate issues, and implement process improvements effectively.

Responsibilities

Call Calibration - Conducts call calibration sessions to ensure consistent quality standards.
Data Analysis - Analyzes Epic registration and scheduling error reports.
Issue Investigation - Investigates operational discrepancies and compliance issues.
Quality Validation - Reviews and validates AI-generated quality scores.
System Optimization - Coordinates with the telephony data team to optimize quality monitoring systems.
Process Improvement - Partners with the operational improvement team on process enhancement initiatives.
Dashboard Development and Performance Reporting - Develops and maintains quality monitoring dashboards, while generating regular performance reports for leadership review.