The Quality Assurance Coach is responsible for conducting performance coaching, maintaining quality standards and advising leadership on ways to improve operations. This position leads and develops on-going trainings and education materials relative to the Patient Access Specialist role. The Quality Assurance Coach aims to build awareness of available resources, and works with team members to create individualized goals for continuous improvement, all in an effort to deliver outstanding customer service that drives high patient satisfaction. This position supports the Patient Access and Service Center Leadership with a number of front-end initiatives, process improvements, and overall performance improvement.
EXPERIENCE:
2+ years of call center and/or QA experience, preferably with 1+ years in healthcare preferred. Strong customer service skills required. Experience and knowledge of Contact Center operations preferred. Teaching or training experience of adults desired
EDUCATION:
Bachelor’s degree in education, Communications, Healthcare Administration or related field is preferred. In lieu of Bachelor’s Degree, 2+ years of related experience in similar work environment.