The Quality Representative is primarily responsible for supporting the organization’s goal of delivering high quality service and addressing patient’s needs. This is accomplished by completing observations, attending calibration sessions, presenting quality expectations in new hire training, providing detailed documentation to the supervisors and OPS leadership for coaching purposes with some trending analysis. In addition, the Quality Representative will collaborate with leadership to assist with operations development concerning quality. The standard set of criteria used by the Quality Representative is designed to measure quality performance at the PCA/Site/Global level. The quality scores have direct impact on some of our high profile client Performance Guarantees. Through quality observations, the QA Representative is responsible for driving strategic imperatives. They also provide status updates and trend data during client/project implementations. The results of the Quality Representative position, in terms of average quality scores for each PCA, are used to calculate pay for performance and otherwise analyze the skills and level of patient care provided by our PCAs. 40% of the PCAs Pay for Performance is impacted by their overall quality score. Additionally, Quality Representatives are responsible for reporting legal/compliance violations to Patient Service Center leadership. They provide trend data to various leaders within the organization during client and project implementations. The QA Representatives help drive improvements by scoring to initiatives that drive strategic imperatives (i.e., PS&A). The scope of the job and its responsibilities are medium. We do expect a high level of judgment and problem solving skills while monitoring employee phone calls. Overall, the level of risk remains at a medium level. Responsible for daily monitoring of call center PCA’s patient’s interaction through Inbound and Outbound calls, including some e-mail interactions. Strong attention to detail and analytical skills are required to perform this job well.
Specific job duties:
- Review inbound, outbound or written communication or processes and evaluate.
- Advocate performance based on criteria and impact patient experience, to determine scorecard ratings.
- Monitor and assess compliance within assigned area.
- Ensure consistent measurement across the site and the nation by participating in site and global calibration sessions.
- Provide additional support to ensure our Performance Guarantees and deadlines are met.
- Additional duties include but are not limited to taking phone calls, reporting on trends, reviewing Source and emails, etc.
- Identify root cause of service failures and solutions to enable the ability to address service or process opportunities.
- Partner with Supervisors to develop, communicate, achieve and reinforce quality objectives to drive business results, and work on performance improvements with PCAs (PIP discussions, quality boot camps).
- Provide recommendations for process improvement based on data analysis and investigation.
Desired Skills and Qualifications:
- Bachelor’s degree or equivalent experience
- 0 – 2 years equivalent job experience; Quality monitoring experience preferred
- PC skills including proficiency in Microsoft office, including Microsoft Access
- Strong customer service/quality background
- Excellent verbal and written communications skills
- Strong prioritization skills
- Ability to meet daily production goals
- High regard for superior quality of service
- Strong analytical skills