QA Scheduling Specialist

Site: Mass General Brigham Incorporated

Mass General Brigham relies on a wide range of professionals including doctors nurses business people tech experts researchers and systems analysts to advance our mission. As a notforprofit we support patient care research teaching and community service striving to provide exceptional care. We believe that highperforming teams drive groundbreaking medical discoveries and invite all applicants to join us and experience what it means to be part of Mass General Brigham.

Job Summary

The Opportunity

The Ambulatory Contact Center (ACC) supports strategic operations of the Massachusetts General Brigham Hospitals and the Massachusetts General Physician Organization to improve service to patients and referring providers seeking care at our organization. The ACC supports Neurology Orthopedics and Cardiovascular patients and providers

Responsible for ensuring the adherence to regulatory standards improving processes and enhancing the quality of administrative services within the hospital. This position involves conducting audits developing quality assurance programs and implementing initiatives to optimize administrative functions.


The MGH/MGPO Ambulatory Contact Center supports the strategic operations of Massachusetts General Hospital and the Massachusetts General Physician Organization to improve service for patients and referring providers seeking care at our organization. The Quality Assurance Specialist under the guidance of the Quality and Training Supervisor is responsible for monitoring the quality of all Ambulatory Contact Center scheduling interactions with customers as well as messaging and related scheduling workflows. QA Specialists focus on detailed analysis and evaluation of customer service interactions providing specific feedback and working closely with teams to implement improvements and contact center training programs.

The primary goal of the QA Specialist is to improve the quality of customer service and to ensure the delivery of a consistent customer experience from the entire team. This requires tracking agent performance at frequent intervals providing personalized feedback and coaching and monitoring progress over time.



Principal Duties and Responsibilities
Conduct Quality Assurance Evaluations: Evaluate customer interactions across all contact touchpoints (e.g. calls inbasket messages and Teams) based on predetermined quality metrics and guidelines.
Monitor Service Levels: Continuously monitor service levels to identify trends and patterns that affect the overall customer experience. Engage in customer listening to identify pain points and expectations. Report support teams performance to supervisors and maintain monthly performance logs.
Provide Actionable Feedback: Deliver comprehensive feedback to contact center scheduling staff and their supervisors highlighting strengths areas for improvement and recommendations for enhancing customer interactions. Contribute to call calibration sessions to evaluate scheduler performance. Identify performance lapses and provide constructive feedback for improvement.
Develop Quality Improvement Plans: Collaborate with supervisors team leaders and training specialists to develop individual and teambased action plans to improve scheduler performance and customer satisfaction.
Analyze Performance Data: Use performance data and evaluation results to identify recurring issues training needs and process gaps. Recommend process enhancements and training initiatives. Identify process improvement opportunities to update standard operating procedures (SOPs).
Conduct Coaching and Training Sessions: Conduct coaching sessions and group training sessions to address skill gaps reinforce best practices and promote continuous improvement among contact center agents as required.


Skills and Abilities for Success
Attention to Detail: Strong attention to detail and the ability to identify nuances patterns and areas for improvement within customer interactions.
Analytical Thinking: Excellent analytical and problemsolving skills to interpret data identify trends and provide meaningful insights to drive quality improvements.
Communication Skills: Exceptional written and verbal communication skills to provide clear concise and constructive feedback. Ability to professionally interact with people at all levels inside and outside of the Company.
Coaching and Mentoring: Ability to provide effective coaching and mentoring to contact center staff supporting their growth and development.
Customer Focus: Deep commitment to delivering outstanding customer experiences and an understanding of customer expectations and needs.
Adaptability: Ability to adapt quickly to changing priorities and environments in a fastpaced contact center setting. Ability to multitask and successfully operate in a fastpaced team environment.
Team Collaboration: Strong teamwork and collaboration skills to work effectively with supervisors team leaders and other stakeholders in implementing quality initiatives.
Time Management: Excellent time management skills to prioritize tasks meet deadlines and handle multiple projects simultaneously.
Technology: Be comfortable engaging with a wide range of technology including Microsoft Office 365 Quality Assurance Tools Call Recording Tools Speech Analytics and others.

• Bachelors Degree preferred focusing on healthcare management or similar.

• Understanding of contact center operations roles equipment standards and requirements with at least 3 years of experience working in a contact center.
• General knowledge of clinical operations policies procedures and workflows.
• Excellent organizational skills to effectively manage daytoday project and operational tasks establish priorities and be flexible to accommodate changes in priorities to reflect the needs of the work environment.
• Must have experience with Microsoft Office products (i.e. PowerPoint Visio Teams Outlook) and contact center and/or patient scheduling systems required with EMRs (Epic) and telecommunications (Cisco) software preferred.
• Required EMR experience (i.e. Epic Meditech Citrix)
• Bilingual (written and verbal) communication skills at a business level are a plus

Working Conditions and Requirements

• MF Eastern Business Hours 8:30a 5p required
• All employees must be able to connect via ethernet cable to home router/modem to access web based secure programs to complete duties compliantly
• Must have HIPAAcompliant workspace (a dedicated private workspace with a lockable file cabinet that is free from distraction and separate from others quiet and secure)

Remote

399 Revolution Drive

40

Regular

Day (United States of America)

Mass General Brigham Incorporated is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race color religious creed national origin sex age gender identity disability sexual orientation military service genetic information and/or other status protected under law. We will ensure that all individuals with a disability are provided a reasonable accommodation to participate in the job application or interview process to perform essential job functions and to receive other benefits and privileges of employment. To ensure reasonable accommodation for individuals protected by Section 503 of the Rehabilitation Act of 1973 the Vietnam Veterans Readjustment Act of 1974 and Title I of the Americans with Disabilities Act of 1990 applicants who require accommodation in the job application process may contact Human Resources at (857)2827642.

Mass General Brigham Competency Framework