Patient Access QA Analyst - Elevate Call Center Quality

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

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.