Supervisor of Quality Assurance Coach, OHMG Access Center - Downtown Orlando

Orlando Health•Orlando, FL

20d

About The Position

Orlando Health Medical Group is a comprehensive physician group serving patients from across the southeastern United States. With more than 200 practices and 1,200 physicians, Orlando Health Medical Group has a strong representation in over 55 specialties, including cardiology, vascular medicine, orthopedics, oncology, digestive health, neurology, neurosurgery, bariatric surgery, general surgery, bone marrow transplant and critical care medicine, as well as more than 30 pediatric subspecialties, women’s health, primary care and the largest hospitalist program in Florida. Orlando Health Medical Group is part of the Orlando Health system of care, which includes award-winning hospitals and ERs, specialty institutes, urgent care centers, primary care practices and outpatient facilities that span Florida’s east to west coasts and beyond. Collectively, our 27,000+ team members honor our over 100-year legacy by providing professional and compassionate care to the patients, families and communities we serve. Orlando Health is committed to providing you with benefits that go beyond the expected, with career-growing FREE education programs and well-being services to support you and your family through every stage of life. We begin your benefits on day one and offer flexibility wherever possible, so that you can be present for your passions. “Orlando Health Is Your Best Place to Work” is not just something we say, it’s our promise to you. Orlando Health Offers Great NEW Competitive Pay and Great Benefits Package that Includes: 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 Job Summary The Supervisor, Quality Assurance Coach, directs, administers, coordinates, and supervises the QA Coaches staff in the operations of the Access Centers’ Quality Assurance team. The Supervisor, Quality Assurance Coach is primarily charged with the following functions.

Requirements

Associate Degree Required or Equivalent Relevant Experience.
One (1) year of Quality Assurance Coaching.
One (2) year healthcare experience required.
One (1) year Electronic Medical Record (EMR) require. Preferably EPIC.
One (1) year QA Software Experience Required. Preferably Verint.
Demonstrated proficiency in utilizing Microsoft Office applications.
Strong customer service skills required.
Experience and knowledge of contact center operations required.

Responsibilities

Supervises the day-to-day activities of the Quality Assurance Coaches.
Provides support, education, coaching, and mentoring to team members.
Coaches staff to maximize performance.
Responsible for reporting performance metrics of the QA team to leadership.
Creates monthly QA challenges to incentivize performance gaps in key performance areas.
Ambassador for Quality Assurance program at the Access Center. Actively promotes quality to all levels of the organization.
Continuously monitors Patient Access Center call flow, core skills, and workflows to ensure accurate patient registration, appointment scheduling, and call handling in alignment with established quality assurance expectations.
Demonstrates proficiency with core applications and workflows, providing subject matter expertise.
Proactively seeks to gain knowledge in all areas of patient access to include workflows and standard operating procedures in all service lines supported by the Access Center.
Act vely participates in departmental meetings to promote open, consistent communications for continuous performance improvement, collaborating with department leaders to identify and assess organizational, departmental, and individual coaching needs.
Investigates, resolves, and documents issues encountered in a timely and efficient manner and communicates issues with direct leadership and corresponding stakeholders.
Assists and supports the implementation of process improvements, both intradepartmental and interdepartmental. Promotes efficiency, identifying opportunities to streamline processes and workflows, when applicable.
Responds positively to change and acts as an ambassador in support of organizational and departmental goals and initiatives.
Exhibits compassion, empathy, patience, and understanding in alignment with the Orlando Health Way.
Demonstrates effective and efficient use of department and organizational resources.
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.

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