PACC Quality Improvement Analyst -Warrenville, IL

Edward Elmhurst Health; Warrenville (IL); On-site; USD 32,000 - 47,000; Full time

Benefits offered by this job

Medical/Dental/Vision options

Tuition Reimbursement

Free Parking

Wellness Program Savings Plan

Retirement Options with Company Match

Paid Time Off

Job summary

Endeavor Health Careers in Warrenville, IL is seeking a Patient Access Quality Improvement Analyst responsible for monitoring, evaluating, and enhancing the performance of call center customer service representatives. You will review recorded calls, provide actionable feedback, and work with management to develop training programs and quality benchmarks to drive continuous service improvement.

Experience in call center QA and excellent written/verbal communication are essential; associates

Qualifications

• 2 years of call center quality assurance experience.
• Exceptional written and verbal communication skills.
• Strong understanding of the contact center environment and QA's role in performance.
• Experience with QA programs and reporting.

Responsibilities

• Quality Improvement: Review recorded calls to assess adherence to policies and customer service standards.
• Deliver detailed, constructive feedback to agents on performance issues and improvement areas.
• Lead quality improvement initiatives and provide targeted coaching with team leads.

Skills

Call Center QA

Communication

Contact Center Knowledge

Education

Associate Degree

Job description

## PACC Quality Improvement Analyst -Warrenville, ILApplylocations: SRO Corporate Center Warrenville 4201 Winfield Roadtime type: Full timeposted on: Posted Todayjob requisition id: R45890**Hourly Pay Range:**$23.24 - $34.86 - The hourly pay rate offered is determined by a candidate's expertise and years of experience, among other factors.**Position Highlights:*** Sign on bonus: N/A* Position: Patient Access Quality Improvement Analyst* Location: Warrenville, IL* Full Time/Part Time: Full Time* Hours: Monday-Friday: 8:30 AM- 5:00 PM* Required Travel: EEH & NCH plus occasional Skokie**A Brief Overview:** Patient Access Quality Improvement Analyst reports directly to the Supervisor of Patient Access Quality Improvement. This role is responsible for monitoring, evaluating, and enhancing the performance of customer service representatives within the call center. This role plays a crucial part in ensuring that the team adheres to established quality standards, policies, and procedures, with a focus on delivering exceptional patient experiences. Key duties include reviewing recorded calls and interactions to assess compliance with service protocols, identifying areas for improvement, and providing actionable feedback to representatives and leadership. The Analyst collaborates closely with management to develop and implement training programs, set performance benchmarks, and ensure continuous improvement in service delivery. **What you will do:*** Quality Improvement Review recorded calls to assess adherence to department policies, procedures, and customer service standards. Deliver detailed, constructive feedback to customer service representatives on performance issues and areas for improvement. Work closely with team Leads to provide targeted coaching sessions based on quality review findings.* Quality Improvement Initiatives Collaborate with management to identify recurring performance gaps and develop initiatives aimed at improving service quality. Recommend process changes and best practices to improve call center efficiency and customer satisfaction. Additionally, assume the leadership of the ongoing quality improvement program within the contact centers. Identify and address impediments, outdated protocols, and conflicting information, and implement corrective measures to ensure continual improvement. Compliance with Regulatory Requirement Ensure that all interactions adhere to industry regulations and company compliance standards. Conduct audits to verify compliance with privacy laws, scripts, and communication protocols.* Knowledge Management Help ensure that customer service representatives have access to up-to-date information by managing and updating the internal knowledge base with scripts, FAQs, and policy changes. Ensure that training materials reflect current protocols and are aligned with quality standards.* Quality Reporting Assists in the creation of quality improvement (QI) reports for the leadership team, encompassing process audit findings, updates in knowledge management, and agent quality assessment scores. Perform Other duties as assigned.**What you will need:*** Associates Degree Preferred* 2 Years Call Center Quality Assurance experience required* Experience in contact center quality assurance and analysis programs* Exceptional written and verbal communication skills* A strong understanding of the contact center environment and the role Quality Assurance plays in the attraction, retention, and performance of high-quality employee talent**Benefits:*** Career Pathways to Promote Professional Growth and Development* Various Medical, Dental, and Vision options* Tuition Reimbursement* Free Parking at designated locations* Wellness Program Savings Plan* Health Savings Account Options* Retirement Options with Company Match* Paid Time Off* Community Involvement Opportunities**Welcome to Endeavor Health Careers** At Endeavor Health, we believe every role plays an important part in advancing our mission to help everyone in our communities be their best. Whether you’re just beginning your career journey or are a seasoned professional, you’ll find opportunities here to learn, grow, and thrive.Your Career is our Endeavor.**Current Endeavor Health employees:** Please do not apply through this site. To be considered, log into Workday and apply using an internal application via the Jobs Hub. For step-by-step instructions, visit ServiceNow and search for the article **“Access and View Internal Job Postings.”**