Quality Assurance Pro: Patient Access Scheduling

Florida Orthopaedic Institute; Alaska; On-site; USD 28,000 - 29,000; Full time

Benefits offered by this job

Full-time role

Career growth

Work-life balance

Job summary

Florida Orthopaedic Institute is seeking a Quality Assurance Specialist for Patient Access Scheduling to monitor and improve the quality of our Patient Access Representatives. This role focuses on call evaluation, trend reporting, and calibration with leadership to enhance patient experience.

You will work in our fast-paced scheduling team, ensuring adherence to policies, accuracy in data, and timely reporting. Strong communication, organization, and Microsoft Office skills are essential.

Qualifications

• HS diploma required; bachelor’s degree preferred.
• Minimum three years experience in appointment setting/customer service.
• Minimum 1 year in a quality assurance position.
• Must be organized and display a positive attitude.
• Must be able to self-motivate and display excellent time management skills to meet deadlines.
• Excellent written and interpersonal communication skills.
• Strong attention to detail and ability to problem solve.
• Excellent computer skills; familiarity with Microsoft Office software.
• Prior experience with Five9, Relatient, and Athena preferred but not required

Responsibilities

• Monitor inbound and outbound calls to ensure conformity to company policies and procedures, and to assess customer service skills.
• Performs call monitoring and provides trend data to leadership.
• Create and maintain monthly department reporting of QA scores and trends to leadership.
• Assists leadership in identifying best practices for patient experience.
• Participate in calibration meetings.
• Assist as needed in reviewing and responding to scoring disputes.
• All other duties as assigned.

Skills

Appointment setting

Customer service

Quality assurance

Time management

Communication

Attention to detail

Self-motivation

Microsoft Office

Education

High School Diploma

Bachelor's degree preferred

Tools

Microsoft Office

Five9

Relatient

Athena

Job description

Florida Orthopaedic Institute is seeking a Quality Assurance Specialist for Patient Access Scheduling to monitor and improve the quality of our Patient Access Representatives. This role focuses on call evaluation, trend reporting, and calibration with leadership to enhance patient experience.

You will work in our fast-paced scheduling team, ensuring adherence to policies, accuracy in data, and timely reporting. Strong communication, organization, and Microsoft Office skills are essential.