Healthcare Access Center Quality Lead & Coach

AtlantiCare; Egg Harbor Township (NJ); On-site; USD 60,000 - 90,000; Full time

Benefits offered by this job

Generous PTO

Medical, Prescription Drug, Dental & V

Vision Insurance

Retirement Plans with employer

Disability Coverage

Life & AD&D Insurance

Tuition Reimbursement

FSAs for healthcare and dependent care

Wellness Programs

Voluntary Benefits

Job summary

AtlantiCare is seeking a Quality Assurance Lead for its Access Center in New Jersey. The role focuses on onboarding staff, analyzing staff interactions with customers, and coaching to maintain high-quality service.

The QA lead will perform call quality checks, provide feedback, and translate data into quality initiatives. The ideal candidate will have healthcare call center experience, strong communication skills, and the ability to work across shifts as an onsite point person, ensuring

Qualifications

• Healthcare call center or Access Center experience required.
• Strong communication and mentoring skills.
• Advanced computer skills with the ability to learn multiple software applications.
• Medical terminology knowledge.

Responsibilities

• Perform quality checks and audits of inbound and outbound calls to ensure policy adherence and high service levels.
• Provide actionable feedback on quality reviews to Access Center staff and management.
• Gather, analyze, and report data on quality levels and translate into initiatives or programs.
• Serve as onsite point person and rotate through shifts to provide coverage.
• Collaborate with staff, affiliate physicians, and external customers in a professional, empathetic manner.

Skills

Communication skills

Coaching

Computer skills

Time management

Data analysis

Staff training

Education

High School diploma

Associate's degree

Tools

Quality software

Job description

AtlantiCare is seeking a Quality Assurance Lead for its Access Center in New Jersey. The role focuses on onboarding staff, analyzing staff interactions with customers, and coaching to maintain high-quality service.

The QA lead will perform call quality checks, provide feedback, and translate data into quality initiatives. The ideal candidate will have healthcare call center experience, strong communication skills, and the ability to work across shifts as an onsite point person, ensuring