Access Center QA Analyst - (Contact Center)

Come lead with us at Corporate

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.

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.
  
  

Service Essential Functions

• 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.
  
  

Quality/Safety Essential Functions

• 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.
  
  

Finance Essential Functions

• 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.
  
  

Growth/Innovation Essential Functions

• 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.
  
  

This job description is not intended to be all-inclusive; the employee will also perform other reasonably related business/job duties as assigned. Houston Methodist reserves the right to revise job duties and responsibilities as the need arises.

EDUCATION

• Bachelor's degree or additional four years of experience (in addition to the minimum experience requirements listed below) in lieu of degree
  
  

Work Experience

• 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
  
  

Licenses And Certifications - Required

• N/A
  
  

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
  
  

Houston Methodist is an Equal Opportunity Employer.

Equal employment opportunity is a sound and just concept to which Houston Methodist is firmly bound. Houston Methodist will not engage in discrimination against or harassment of any person employed or seeking employment with Houston Methodist on the basis of race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, status as a protected veteran or other characteristics protected by law. VEVRAA Federal Contractor – priority referral Protected Veterans requested.