QA Analyst
Access Point has an exciting opportunity for a Quality Assurance Analyst - Remote to join the team! Lifepoint Health is a leader in community-based care and driven by a mission of Making Communities Healthier.
Our diversified healthcare delivery network spans 29 states and includes 63 community hospital campuses, 32 rehabilitation and behavioral health hospitals, and more than 170 additional sites of care across the healthcare continuum, such as acute rehabilitation units, outpatient centers and post-acute care facilities.
We believe that success is achieved through talented people.
We want to create places where employees want to work, with opportunities to pursue meaningful and satisfying careers that truly make a difference in communities across the country.
We are always looking for people inspired to help us in our mission.
If you are someone who wants to change the lives of patients, drive success for our partners and be part of a team driven to improve care, we may have your next opportunity.
POSITION
Summary:
Responsible for conducting evaluations on telephone calls and other methods of communication between Access Point team members and customers/patients.
Reports results of evaluations to appropriate leaders and stakeholders on a daily, weekly, or monthly basis as required.
Identifies trends in client interactions (positive and less than positive) and brings such to the attention of Access Point leadership.
Essential Functions:
Consistently completes target number of evaluations and ensures each is completed thoroughly and in a timely manner.
Reports and relays information related to quality to upper management as needed.
Ensures consistency and uniformity in quality monitoring program.
Serves as a subject matter expert of the program being evaluated (e.
g.
Answering Service), Quality Management systems, policies, protocols, procedures, etc.
Able to identify discrepancies and mistakes within documentation/procedures to ensure uniformity across all team members and roles.
Establishes professional and appropriate rapport with Call Center leadership and other team members.
Responsible for delivery of feedback for all roles and responsibilities on a consistent, scheduled basis, as well as ad hoc.
Other duties as assigned.
Qualifications Education:
High School Diploma (required) Bachelor's Degree (preferred)
Experience:
1-3 years customer service or support experience in a call center environment Basic healthcare knowledge preferred.
Two years of quality monitoring or teaching experience in a call center environment One year or more exposure to working remotely.
Recommended Skills Call Centers Customer Service Leadership Quality Management Teaching Wireless Access Point Estimated Salary: $20 to $28 per hour based on qualifications.
Our diversified healthcare delivery network spans 29 states and includes 63 community hospital campuses, 32 rehabilitation and behavioral health hospitals, and more than 170 additional sites of care across the healthcare continuum, such as acute rehabilitation units, outpatient centers and post-acute care facilities.
We believe that success is achieved through talented people.
We want to create places where employees want to work, with opportunities to pursue meaningful and satisfying careers that truly make a difference in communities across the country.
We are always looking for people inspired to help us in our mission.
If you are someone who wants to change the lives of patients, drive success for our partners and be part of a team driven to improve care, we may have your next opportunity.
POSITION
Summary:
Responsible for conducting evaluations on telephone calls and other methods of communication between Access Point team members and customers/patients.
Reports results of evaluations to appropriate leaders and stakeholders on a daily, weekly, or monthly basis as required.
Identifies trends in client interactions (positive and less than positive) and brings such to the attention of Access Point leadership.
Essential Functions:
Consistently completes target number of evaluations and ensures each is completed thoroughly and in a timely manner.
Reports and relays information related to quality to upper management as needed.
Ensures consistency and uniformity in quality monitoring program.
Serves as a subject matter expert of the program being evaluated (e.
g.
Answering Service), Quality Management systems, policies, protocols, procedures, etc.
Able to identify discrepancies and mistakes within documentation/procedures to ensure uniformity across all team members and roles.
Establishes professional and appropriate rapport with Call Center leadership and other team members.
Responsible for delivery of feedback for all roles and responsibilities on a consistent, scheduled basis, as well as ad hoc.
Other duties as assigned.
Qualifications Education:
High School Diploma (required) Bachelor's Degree (preferred)
Experience:
1-3 years customer service or support experience in a call center environment Basic healthcare knowledge preferred.
Two years of quality monitoring or teaching experience in a call center environment One year or more exposure to working remotely.
Recommended Skills Call Centers Customer Service Leadership Quality Management Teaching Wireless Access Point Estimated Salary: $20 to $28 per hour based on qualifications.
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