Virtual Front Office - Quality Analyst & Trainer

Virtual Front Office - Quality Analyst & Trainer

Who we are:

third way health ( ) helps medical practices and healthcare organizations across the United States to improve the patient experience while reducing the administrative burden on practice owners and management. We enable practices and healthcare organizations to enhance the experience of their patients by providing them with a leading technology platform and world class services. What unites us is our passion to support physicians and help patients from all backgrounds to have a better healthcare experience.

About the position:

Quality Assurance Analyst (QA) is responsible for assessing the quality of the performance of our Patient Care Representatives (PCR) who support our customers and patients. The QA will monitor inbound and outbound calls and chat responses to assess PCR’s demeanor, technical accuracy, customer service performance, and conformity to company policies and procedures. This individual will assist in developing, creating and implementing call center quality processes and procedures; as well as making recommendations for enhancements to training materials as needed to enhance the overall patient experience.

Responsibilities:

Participates in design of call monitoring formats and quality standards

Performs call monitoring and provides trend data to PCR management team (Director of Ops and Team Leads)

Uses quality monitoring data management system to compile and track performance at team and individual level

Monitors chat responses in the patient and provider portal / app

Participates in patient and provider listening programs to identify needs and expectations

Provides actionable data to various internal support groups as needed

Coordinates and facilitates call calibration sessions for PCR team

Provides feedback to PCR team leads and management

Prepares and analyzes internal and external quality reports for management staff review

Support the development of training courses and material 

Facilitate training sessions for existing and new PCR team members and leaders

Organize, update, and own all process documentation (incl. standard operating procedures, process flows, etc.)

Perform other duties as assigned

Required skills and qualifications: 

University degree

Strong communication, both written and verbal (candidates  must  be fluent in English and Spanish, C1 or above required)

A patient and empathetic attitude

Strong time management and organizational skills

Adaptability and flexibility

Comfortable working in fast-paced environments

Computer literacy (experience with Salesforce Health Cloud is a plus)

Experience with Salesforce Health Cloud.

Experience with data collection, analysis and reporting.

Phone skills, including familiarity with complex or multi-line phone system

Expertise in the customer service area and/or health care is a plus.