Quality Analyst

Summit Health Management; New Providence (NJ); On-site; USD 26,000 - 32,000; Full time

Benefits offered by this job

Health plans

Mental health support

Learning & development

Paid time off

401(k) match

Job summary

Summit Health seeks a Quality Analyst to drive improvements in call center quality and patient experience. You will review interactions, perform audits, and support training for new hires and tenured agents, ensuring adherence to policies and procedures.

Ideal candidates bring one year of customer service experience, comfort with multiple systems, and strong communication skills. This is a non-exempt, hourly position with a focus on continuous quality improvement.

Qualifications

• High school diploma or GED required or equivalent.
• Minimum of one year of customer service experience, preferably in a call center.
• Experience in quality assurance within a contact center is highly preferred.
• Strong verbal and communication skills and relationship skills are essential.

Responsibilities

• Review notes, appointments, charts, and claims to ensure correct processes.
• Perform quality audits and meet quota expectations.
• Complete new hire assessment and identify focus areas for training.
• Identify and relay actions to address quality gaps observed during audits.
• Lead calibration sessions and coordinate quality improvements across teams.

Skills

Communication skills

Customer service

Quality assurance

Call center

Education

High school diploma or GED

Tools

Microsoft Office

Job description

About Our Company

We’re a physician-led, patient-centric network committed to simplifying health care and bringing a more connected kind of care. Our primary, multispecialty, and urgent care providers serve millions of patients in traditional practices, patients' homes and virtually through VillageMD and our operating companies Village Medical, Village Medical at Home, Summit Health, CityMD, and Starling Physicians. When you join our team, you become part of a compassionate community of people who work hard every day to make health care better for all. We are innovating value-based care and leveraging integrated applications, population insights and staffing expertise to ensure all patients have access to high-quality, connected care services that provide better outcomes at a reduced total cost of care.

Please Note: We will only contact candidates regarding your applications from one of the following domains: @summithealth.com, @citymd.net, @villagemd.com, @villagemedical.com, @westmedgroup.com, @starlingphysicians.com, or @bmctotalcare.com.

Job Description

At Summit, we’re looking for a Quality Analyst to help us transform the way primary care is delivered and how patients are served. As a national leader on the forefront of healthcare, we’ve partnered with many of today’s best Primary Care Physicians and Advanced Practice Providers. We’re equipping them with the latest digital tools. Empowering them with proven strategies and support. Inspiring them with better practices and consistent results. We’re creating care that’s more accessible. Effective. Efficient. With solutions that are value-based, physician-driven and patient-centered. To accomplish this, we’re looking for individuals who share our sense of excellence, are ready to embrace change, and never settle for the status quo. Individuals who have the confidence to lead but the humility to never stop learning.

OUR CULTURE AND VALUES

Get Stuff Done

We roll-up our sleeves and dive into the details, tackling the work at hand with infectious enthusiasm. We’re highly accountable for our work and the value we add, inspiring others with our constant ability to deliver results. No challenge is too small or too big.

Build Trust

We are humbled by those we serve and the importance of our vision. We invest in relationships with open and honest conversation seeking personal connections. We show respect for others in our words and actions. We do what we say we are going to do. We are knowledgeable, but always take the time to listen and learn.

Innovate

We know that changing healthcare is hard, and we embrace the challenge. Innovate: Our curiosity is endless, and challenging the status quo is a priority. New approaches are rewarded and we are always seeking to improve. We know that changing healthcare is hard, and we embrace the challenge.

COULD THIS BE YOU

As a Quality Analyst, you will be accountable for identifying and closing gaps in all aspects of quality for the contact teams. Ideal candidates will demonstrate knowledge of quality measures and processes with the drive to improve patient experience and the ability to work in a fast-paced environment while using excellent communication skills to serve our teams and will be proactive with strong personal initiative as well as highly organized and detail oriented. The Quality Analyst (QA) will be responsible for all new hire training and tenured agents and ensuring that employees can successfully perform job functions. The QA will also evaluate the skills of call center representatives to ensure conformity with all policies and procedures.

HOW YOU WILL GET THINGS DONE

• Utilize various systems to review notes, appointments, charts, and claims to ensure correct and efficient processes are followed
• Perform quality audits using our quality form and meet quota expectations
• Complete new hire assessment, including focus areas needed, for agents in training
• Identify and relay appropriate actions to address quality measures that have not been satisfied during the performance period
• Call out trends noticed while performing quality audits and while call listening
• Own and implement action plans to meet quality metrics
• Conduct Secret shopper calls for all teams
• Maintain current knowledge of quality measure specifications to be captured
• Perform accuracy checks for vendor quality resultsLead calibration sessions for alignment on quality procedures
• Own quality cadence calls to answer questions and monitor vendor performances
• Research survey results for escalation purposes
• Use speech analytics to identify additional patient experience initiatives
• Coordinate new hire departmental orientation and training, including cross-training and remediation training
• Assist with staff questions and maintain current workflow
• Report on trends and recurring issues identified through the quality assurance program
• Assist in updating and maintaining training materials as needed for training classes

HOW YOU WILL BUILD TRUST

• Work closely with operations, training and quality teams to identify improvement areas
• Work collaboratively with other departments on quality specific projects to help close data discrepancies
• Demonstrate initiative in improving patient experience
• Maintain awareness of changes and updates within VillageMD by attending departmental meetings and reviewing communications
• Utilize data gathered to suggest individual and group training programs that enhance or correct behaviors leading to excellent customer service
• Follow quality assurance program procedures and contribute to their continuous improvement
• Identify and address employee needs while working in a collaborative team environment
• Enhance knowledge of tools, processes, procedures, and resources necessary to support training and quality assurance activities

HOW YOU WILL INNOVATE

• Identify opportunities for continuous quality improvement
• Actively participate as a member of the health care team to promote positive health outcomes for our patients and support our healthcare partners

EXPERIENCE TO DRIVE CHANGE

High school diploma or GED equivalent required. Comfort utilizing a variety of systems to review electronic health records. Comfort with technology including Microsoft suite of products. Strong verbal and communication skills and relationships skills required; demonstrated success partnering with all teams to identify quality issues. Minimum of one (1) year of customer service experience required, preferably in a call center and/or outbound environment. Experience in a quality assurance role within a contact center is highly preferred.

HOW YOU WILL THRIVE

To help our employees be their best at home and at work, we’re pleased to invest in benefit programs that support their total well‑being.

• Physical Well-Being: Comprehensive health plans include medical and prescription, virtual care, dental, and vision benefits
• Mental & Emotional Well-Being: Employee Assistance Program (EAP), Talkspace and access to other premiere mental health tools and applications, bereavement support
• Career: Learning and development, clinician expense reimbursement and continuing medical education allowance
• Personal and Time Off: Paid time off, paid holidays, volunteer time off, parental leave
• Financial Well-Being: 401(k) with match, HSA, FSAs, commuter accounts, team member discounts, life, AD&D and disability, financial & legal consultations

This is a non exempt position with hourly range of $19.38 - $23.80 based on experience.

About Our Commitment

Total Rewards at VillageMD Our team members are essential to our mission to reshape healthcare through the power of connection. VillageMD highly values the critical role that health and wellness play in the lives of our team members and their families. Participation in VillageMD’s benefit platform includes Medical, Dental, Life, Disability, Vision, FSA coverages and a 401k savings plan.

Equal Opportunity Employer

Our Company provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to, and does not discriminate on the basis of, race, color, religion, creed, gender/sex, sexual orientation, gender identity and expression (including transgender status), national origin, ancestry, citizenship status, age, disability, genetic information, marital status, pregnancy, military status, veteran status, or any other characteristic protected by applicable federal, state, and local laws.

We’re a physician-led, patient-centric network committed to simplifying health care and bringing a more connected kind of care. Our primary, multispecialty, and urgent care providers serve millions of patients in traditional practices, patients' homes and virtually through VillageMD and our operating companies Village Medical, Village Medical at Home, Summit Health, CityMD and Starling Physicians. When you join our team, you become part of a compassionate community of people who work hard every day to make health care better for all. We are innovating value-based care and leveraging integrated applications, population insights and staffing expertise to ensure all patients have access to high-quality, connected care services that provide better outcomes at a reduced total cost of care. The work we do is changing the lives of our patients, our communities, and each other. Join us as we deliver the care we want to see in the world. Together, we can create better outcomes for all.