Quality Monitoring Coordinator FPA Access Center
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Job Location:
New York City, NY - USA
Monthly Salary:
Not Disclosed
Posted on:
5 hours ago
Vacancies:
1 Vacancy
Job Summary
The Quality Monitoring Coordinator will ensure and uphold the integrity of the Patient Access Centers Mission and Vision statements in order to meet or exceed our service level agreements. The Quality Assurance Division will continuously monitor and work to improve the patient experience through constant auditing evaluation training and development of the Patient Access Center staff. The Quality Monitoring Coordinator will focus on improving and creating a positive patient experience through maintaining and improving quality metrics.
Responsibilities
- Analyze quality assurance data and assist in preparing reports.
- Provides feedback to Scheduling Coordinators and supervisors to ensure our patients receive the highest possible level of service.
- Monitors weekly a set number of quantitative and qualitative call reviews.
- Evaluates call statics and call review data for each department possibly isolating specific areas of improvement.
- Identifies trends or uncovers learning opportunities for individuals/departments or through continuous monitoring.
- Keeps supervisors and managers informed of audit results identifies and recommends training needs.
- Helps with Service Recovery when there has been a failure or lapse in service excellence.
- Helps Supervisors with Performance evaluations by providing consistent impartial feedback.
- Work closely with training department to assist in designing and delivering trainings when appropriate.
Provides Scheduling Coordinators with quality improvement processes as needed after call reviews.
Qualifications
- Bachelors degree in Healthcare administration or business related preferred or three or more years experience in a fast paced call center with excellence in customer service
- Minimum one years experience in a Patient Access Center/Call Center environment preferred
- Demonstrate proficiency in Microsoft software (Word Access Excel Power Point and Outlook)
- QA software experience preferred
- Ability to pay attention to details
- Strong analytical solid problem- solving skills
- Innovative creative self-starter
- Ability to conduct objective audits and deliver constructive feedback
- Excellent written and verbal skills with the ability to speak in front of large groups
- Strong organizational skills
- Ability to handle multiple tasks
Non-Bargaining Unit 008 - FPA Access Center - ISM Icahn School of Medicine
Required Experience:
IC
Key Skills
- Active Directory
- Identity & Access Management
- LDAP
- SAFe
- Assistive Technologies
- Authentication
- Pediatrics Experience
- NVDA
- Sailpoint
- SSH
- SSO
- Oracle
About Company
Strength through Unity and Inclusion The Mount Sinai Health System is committed to fostering an environment where everyone can contribute to excellence. We share a common dedication to delivering outstanding patient care. When you join us, you become part of Mount Sinai’s unparalleled ... View more
