PACC Quality Improvement Analyst -Warrenville, IL

NorthShore University HealthSystem; Warrenville (IL); On-site; USD 32,000 - 48,000; Full time

Benefits offered by this job

Free Parking at designated locations

Tuition Reimbursement

Health Insurance plans

Retirement options with company match

Paid Time Off

Wellness program

Job summary

NorthShore University HealthSystem is seeking an Patient Access Quality Improvement Analyst in Warrenville, IL. This full-time role focuses on monitoring, evaluating, and enhancing customer service performance within the call center to ensure exceptional patient experiences.

Responsibilities include reviewing calls, providing actionable feedback, developing training, and leading quality improvement initiatives to drive continual service enhancements. Strong QA experience is required.

Qualifications

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

Responsibilities

• Review recorded calls to assess adherence to policies and standards.
• Provide detailed, constructive feedback to agents based on quality reviews.
• Coach agents with team leads using targeted sessions.
• Collaborate to identify gaps and drive quality improvement initiatives.
• Lead ongoing quality improvement programs and address impediments.

Skills

Quality Assurance

Call Center

Customer Service

Communication

Education

Associates Degree

Job description

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:

• 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