Quality Analyst

shm; New Providence (NJ); On-site; USD 65,000 - 90,000; Full time

Job summary

Summit Health is seeking a Quality Analyst to identify and close gaps in all aspects of quality for our contact teams. The ideal candidate will understand quality measures and processes, improve patient experience, and thrive in a fast-paced environment with strong communication skills.

The QA will lead new hire training, evaluate call center representatives for policy adherence, and drive continuous improvement using quality forms, audits, and speech analytics to uncover trends and actionable

Qualifications

• Experience in quality assurance for a healthcare contact center.
• Ability to design, implement and monitor QA processes.
• Excellent communication and interpersonal skills.

Responsibilities

• Review notes, appointments, charts, and calls to ensure compliant processes.
• Perform quality audits using defined forms and meet quotas.
• Conduct new-hire training assessments and identify improvement areas.
• Identify trends from audits and provide actionable feedback.
• Lead calibration sessions to align QA procedures and standards.
• Monitor vendor performance and report quality metrics.

Skills

Quality Assurance

Call Center

Training

Attention to detail

Tools

Quality Form Software

Speech Analytics

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

VillageMD is a group of collaborative, entrepreneurial and smart people who are united in our goal to improve primary care, making a difference in people's lives.

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: 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 results
• Lead 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