Quality Assurance Specialist – Patient Engagement

• Listen to recorded calls and assess the quality of interactions based on predetermined criteria, including adherence to scripts, professionalism, accuracy of information provided, and compliance with regulatory guidelines.
• Design and conduct comprehensive training programs for new and existing staff to ensure they meet quality and performance standards. Create a culture of continuous improvement.
• Deliver feedback to outreach groups regarding strengths and areas for improvement in their communication skills and adherence to company policies and procedures.
• Maintain a consistent feedback loop with patient and network leaders and develop action plans to maintain a high standard of excellence.
• Organize and facilitate call calibration sessions to ensure consistency and accuracy in all communications.
• Facilitate discussions to establish consensus on quality standards and scoring criteria for evaluating calls; compile results and provide recommendations for adjustments.
• Analyze data from quality monitoring activities, identify trends, patterns, and areas of improvement.
• Maintain accurate records of evaluations and feedback and prepare comprehensive reports, summarizing evaluation results, performance metrics, and key insights.
• Design and create comprehensive job aides and SOP’s based on trends and patterns identified during QA reviews.
• Update training materials and job aids in alignment with organizational process changes that impact patient engagement.

Requirements

• Bachelor’s degree in business management or a related field preferred
• Bilingual Spanish required
• Minimum of 1-3 years of experience in call center, with a track record of evaluating data from multiple angles to identify discrepancies and opportunities for improvement
• Experience in call center quality assurance and training required
• Proficiency in Talk Desk or similar platforms and Microsoft Office (Word, Excel, PowerPoint, etc.) is required
• Strong knowledge of customer service protocols and compliance requirements
• Exceptional attention to detail and accuracy in data entry and reporting
• Excellent communication and interpersonal skills
• Ability to handle confidential and sensitive information with discretion
• Highly organized and detailed oriented
• Problem-solving skills and the ability to adapt to changing environments
• Healthcare call center experience is a plus