Quality Analyst

Summit Health • New Providence, NJ

1d • $19 - $24 • Onsite

About The Position

At Summit, we're looking for a Quality Analyst to help us transform the way primary care is delivered and how patients are served. As a national leader on the forefront of healthcare, we've partnered with many of today's best Primary Care Physicians and Advanced Practice Providers. We're equipping them with the latest digital tools. Empowering them with proven strategies and support. Inspiring them with better practices and consistent results. We're creating care that's more accessible. Effective. Efficient. With solutions that are value-based, physician-driven and patient-centered. To accomplish this, we're looking for individuals who share our sense of excellence, are ready to embrace change, and never settle for the status quo. Individuals who have the confidence to lead but the humility to never stop learning.

VillageMD is a group of collaborative, entrepreneurial and smart people who are united in our goal to improve primary care, making a difference in people's lives.

Get Stuff Done: We roll-up our sleeves and dive into the details, tackling the work at hand with infectious enthusiasm. We’re highly accountable for our work and the value we add, inspiring others with our constant ability to deliver results. No challenge is too small or too big.

Build Trust: We are humbled by those we serve and the importance of our vision. We invest in relationships with open and honest conversation seeking personal connections. We show respect for others in our words and actions. We do what we say we are going to do. We are knowledgeable, but always take the time to listen and learn.

Innovate: Our curiosity is endless, and challenging the status quo is a priority. New approaches are rewarded and we are always seeking to improve. We know that changing healthcare is hard, and we embrace the challenge.

Requirements

• High school diploma or GED equivalent required
• Comfort utilizing a variety of systems to review electronic health records
• Comfort with technology including Microsoft suite of products
• Strong verbal and communication skills and relationships skills required; demonstrated success partnering with all teams to identify quality issues
• Minimum of one (1) year of customer service experience required, preferably in a call center and/or outbound environment

Nice To Haves

• Experience in a quality assurance role within a contact center is highly preferred

Responsibilities

• Utilize various systems to review notes, appointments, charts, and claims to ensure correct and efficient processes are followed
• Perform quality audits using our quality form and meet quota expectations
• Complete new hire assessment, including focus areas needed, for agents in training
• Identify and relay appropriate actions to address quality measures that have not been satisfied during the performance period
• Call out trends noticed while performing quality audits and while call listening
• Own and implement action plans to meet quality metrics
• Conduct Secret shopper calls for all teams
• Maintain current knowledge of quality measure specifications to be captured
• Perform accuracy checks for vendor quality results
• Lead calibration sessions for alignment on quality procedures
• Own quality cadence calls to answer questions and monitor vendor performances
• Research survey results for escalation purposes
• Use speech analytics to identify additional patient experience initiatives
• Coordinate new hire departmental orientation and training, including cross-training and remediation training
• Assist with staff questions and maintain current workflow
• Report on trends and recurring issues identified through the quality assurance program
• Assist in updating and maintaining training materials as needed for training classes
• Work closely with operations, training and quality teams to identify improvement areas
• Work collaboratively with other departments on quality specific projects to help close data discrepancies
• Demonstrate initiative in improving patient experience
• Maintain awareness of changes and updates within VillageMD by attending departmental meetings and reviewing communications
• Utilize data gathered to suggest individual and group training programs that enhance or correct behaviors leading to excellent customer service
• Follow quality assurance program procedures and contribute to their continuous improvement
• Identify and address employee needs while working in a collaborative team environment
• Enhance knowledge of tools, processes, procedures, and resources necessary to support training and quality assurance activities
• Identify opportunities for continuous quality improvement
• Actively participate as a member of the health care team to promote positive health outcomes for our patients and support our healthcare partners

Benefits

• Comprehensive health plans include medical and prescription, virtual care, dental, and vision benefits
• Employee Assistance Program (EAP), Talkspace and access to other premiere mental health tools and applications, bereavement support
• Learning and development, clinician expense reimbursement and continuing medical education allowance
• Paid time off, paid holidays, volunteer time off, parental leave
• 401(k) with match, HSA, FSAs, commuter accounts, team member discounts, life, AD&D and disability, financial & legal consultations
• Medical, Dental, Life, Disability, Vision, FSA coverages and a 401k savings plan

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED