What are the responsibilities and job description for the Access Center QA Analyst - (Contact Center) position at Houston Methodist?
Overview
At Houston Methodist, the Access Center Quality Assurance (QA) Analyst position is responsible for monitoring, coaching and/or providing feedback, calibration, and trend analysis on the quality of customer interactions and contacts to ensure quality improvement goals are met and compliant. This position is also responsible for providing ongoing feedback and support to leadership by utilizing a consistent monitoring approach, publishing quality scores, and identifying behavioral and process improvement opportunities for both individuals and the department. Additionally, this position partners with leadership and/or trainers to create educational material that can be used to improve performance.Houston Methodist Standard
PATIENT AGE GROUP(S) AND POPULATION(S) SERVEDRefer to departmental "Scope of Service" and "Provision of Care" plans, as applicable, for description of primary age groups and populations served by this job for the respective HM entity.HOUSTON METHODIST EXPERIENCE EXPECTATIONS
- Provide personalized care and service by consistently demonstrating our I CARE values:
- INTEGRITY: We are honest and ethical in all we say and do.
- COMPASSION: We embrace the whole person including emotional, ethical, physical, and spiritual needs.
- ACCOUNTABILITY: We hold ourselves accountable for all our actions.
- RESPECT: We treat every individual as a person of worth, dignity, and value.
- EXCELLENCE: We strive to be the best at what we do and a model for others to emulate.
- Practices the Caring and Serving Model
- Delivers personalized service using HM Service Standards
- Provides for exceptional patient/customer experiences by following our Standards of Practice of always using Positive Language (AIDET, Managing Up, Key Words)
- Intentionally collaborates with other healthcare professionals involved in patients/customers or employees' experiential journeys to ensure strong communication, ease of access to information, and a seamless experience.
- Involves patients (customers) in shift/handoff reports by enabling their participation in their plan of care as applicable to the given job
- Displays cultural humility, diversity, equity and inclusion principles
- Actively supports the organization's vision, fulfills the mission and abides by the I CARE values
Responsibilities
PEOPLE ESSENTIAL FUNCTIONS- Promotes a positive work environment and contributes to a dynamic team focused work unit that actively helps one another to achieve optimal departmental and organizational results.
- Monitors, evaluates, and scores a percentage of calls for respective staff for compliance with established processes, policies, and guidelines, and provides timely feedback and coaching based on evaluation results.
- Participates or leads multi-disciplinary calibration sessions to identify improvement opportunities for customer service delivery or processes.
- Provides feedback to peers to effectively change behavior. Motivates and inspires peers to impact a change in culture.
- Performs monitoring of calls or other channels of communication to compile and track performance at the team, line of business and individual level and provides actionable feedback to respective staff and leadership.
- Participates and/or leads special projects and/or initiatives, addressing service issues.
- Demonstrates commitment to caring for every member of our community by creating compassionate and personalized experiences. Models Houston Methodist I CARE values by providing safe, caring, personalized and efficient experiences to patients and colleagues.
- Positively impacts team performance, including productivity metrics (schedule adherence, scoring and documentation accuracy, % compliance etc.) and coaching for excellence through quality assurance/monitoring activities. Meets own scheduling goals set by the department (e.g., productivity per hour, etc.).
- Analyzes information and utilizes data to build recommendations to reduce errors and improve process performance; recommends process improvements that will enhance customer service delivery, first call resolution, and productivity.
- Documents quality audit results and trends data while providing accurate and timely reports to leadership.
- Consistently takes the necessary steps to ensure that protected health information remains private and confidential, according to established HIPAA guidelines. Maintains confidentiality of sensitive information and informs management of pertinent issues.
- Utilizes resources effectively and efficiently, demonstrating responsible financial stewardship. Manages own time effectively and prioritizes work to achieve maximum results in a timely manner. Utilizes time between heavy workloads efficiently and helps other team members.
- Promotes individual professional growth and development by meeting requirements for mandatory/continuing education and skills competency; supports department-based goals which contribute to the success of the organization.
- Seeks opportunities to expand learning beyond baseline competencies with a focus on continual development. Keeps informed of system changes and influences others to incorporate changes in a timely and accurate manner.
Qualifications
EDUCATION- Bachelor's degree or additional four years of experience (in addition to the minimum experience requirements listed below) in lieu of degree
- Three years of experience in a call center operation
- Experience with Automated Call Distribution systems and associated applications (Cisco, Genesys, Calabrio, NICE, Verint, etc.)
- Previous blended (voice, email, and chat) call center quality quantification experience preferred
- Experience in customer quality assurance or quality control, which includes performing QA for a collection or call center, preferred
- Bilingual (English/Spanish) preferred
License/Certification
LICENSES AND CERTIFICATIONS - REQUIRED- N/A
KSA/ Supplemental Data
KNOWLEDGE, SKILLS, AND ABILITIES- Demonstrates the skills and competencies necessary to safely perform the assigned job, determined through on-going skills, competency assessments, and performance evaluations
- Sufficient proficiency in speaking, reading, and writing the English language necessary to perform the essential functions of this job, especially with regard to activities impacting patient or employee safety or security
- Ability to effectively communicate with patients, physicians, family members and co-workers in a manner consistent with a customer service focus and application of positive language principles
- Excellent listening skills
- Excellent verbal, written, and interpersonal communication skills, with the ability to evaluate, motivate, and provide feedback to individuals at various skill levels
- Must have a track record of producing work that is highly accurate, demonstrates attention to detail, and reflects well on the organization
- Ability to plan, organize, prioritize, and complete work to meet established objectives
- Ability to conduct inter-disciplinary calibration sessions to achieve improvements in quality performance
- Ability to work in a call center production environment, or comparable magnitude, with frequent interruptions and continue to meet/exceed deadlines
- Must be able to influence positive change
- Proficient with Microsoft PowerPoint, Excel, and Word, Tableau, or other data analytics visualization applications
- Ability to perform cross-functionally in a matrix environment as workplace demands require collaboration and assistance between departmental functions
- Able to work independently and in a team environment
- Excellent analytical skills and ability to make problem solving decisions independently
- Ability to understand medical terminology to include diagnoses, operative procedures, and CPT codes
- Ability to apply managed care knowledge with the ability to differentiate between insurance plans such as PPO, POS, HMO, etc.
- Strong training, coaching to performance, and leadership skills
- Ability to remain calm and patient in stressful situations
- Working knowledge of multifunctional call recording quality monitoring solutions (voice and screen capture)
- Strong research skills
SUPPLEMENTAL REQUIREMENTS
WORK ATTIRE
- Uniform No
- Scrubs No
- Business professional Yes
- Other (department approved) No
ON-CALL**Note that employees may be required to be on-call during emergencies (ie. DIsaster, Severe Weather Events, etc) regardless of selection below.
- On Call* Yes
TRAVEL****Travel specifications may vary by department**
- May require travel within the Houston Metropolitan area Yes
- May require travel outside Houston Metropolitan area No
Company Profile
Houston Methodist (HM) is one of the nation’s leading health systems and academic medical centers. HM consists of eight hospitals: Houston Methodist Hospital, its flagship academic hospital in the heart of the Texas Medical Center, and seven community hospitals throughout the greater Houston metropolitan area. HM also includes an academic institute, a comprehensive residency program, a global business division, numerous physician practices and several free-standing emergency rooms and outpatient facilities. Overall, HM employs over 25,000 employees. Houston Methodist is supported by a wide variety of business functions that operate at the system level to help enable clinical departments to provide the best patient care and service in a spiritual environment.
In 2019 Houston Methodist and its physicians treat more than 6,333 international patients from more than 76 countries. Houston Methodist Global Health Care Services’ consulting and education divisions also provide advisory services and training and development to health care organizations around the world.
