Patient Access Quality Improvement Lead

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

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