Live Answer Quality Analyst

General Job Summary: Receives and provides information to patients, healthcare team members and guests in a courteous and professional manner. In addition, this role will be responsible for monitoring and evaluating customer service interactions between Live Answer Agents and patients assessing their performance against company set standards. This role will provide actionable feedback through detailed reports and coaching sessions.

Primary Job Responsibilities/Tasks may include, but not limited to:

Live Answer Agent responsibilities include:

• Serves as the first point of response to delivery system access and billing related telephone calls and messages. Ensures resolution of each patient’s concerns by directly addressing the issues or, if needed, escalating the issue to a point of resolution
• Ensures all calls are handled efficiently and in a timely manner
• Takes requests for refills, labs and test results. Sends them to the appropriate team
• Schedules patients appropriately, with the correct physician and with the correct visit type. Verifies patient information and may complete full registration process
• Ability to assess a phone call to determine if triage needs to handle call
• Verifies all patient’s demographic information ensuring that all personal information is correct.
• Verifies and enters patient’s insurance information into our system accurately and verifies that we are in network with carrier
• Collects patient copays, deductible and/or balances in a professional manner.
• Answer basic patient billing questions and/or directs to billing office
• Monitors and resolves registration errors
• Send messages to the appropriate staff to ensure the patient’s needs get handled in a timely manner
  
  

Live Answer Quality Analyst responsibilities include:

• Performs call monitoring and provides trend data to Live Answer management team
• Uses quality monitoring data to compile and track performance at team and individual level.
• Monitors Live Answer Agent calls
• Provides actionable data to various internal support groups as needed
• Coordinates and facilitates call calibration sessions for Live Answer staff
• Provides feedback to Live Answer team leaders and managers
• Prepares and analyzes internal and external quality reports for management staff review.
• Other duties as assigned
  
  

Requirements:

Education:

• High school diploma; some college preferred
  
  

Experience:

• Minimum of three years of call center medical office or healthcare facility experience preferred
• Excellent verbal, written and interpersonal communication skills.
• Must be self-motivated and self-starter
• Exceptional listening and analysis skills
• Must adapt well to change and successfully set and adjust priorities as needed
• E.H.R. and Scheduling experience preferred
  
  

Physical Requirements:

• Work consistently requires walking, standing, sitting, lifting, reaching, stooping, bending, pushing, and pulling
• Must be able to lift and support weight of 35 pounds.
• Ability to concentrate on details
• Use of computer for long periods of time
• Must be able to speak and articulate clearly.
  
  

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