Quality analyst/coach - work from home
Position information:
Hcm is a women-owned business (wosb) focused on driving engagement and resolutions that align with our client needsHcm works as an extended business office within revenue cycle where we engage, identify, and present solutions to meet patient’s financial situationFurther upstream in revenue cycle, we partner to solve pain-points within the claim processLastly, like any business, we are open to new ideas and are working to pursue new data-driven and technology focused solutions to provide value within healthcare and beyond.
Hcm is looking for a motivated and compassionate quality analyst/coach, to drive great outcomes that make a difference for our client`s patientsThe combination of exceptional customer service and knowledge surrounding healthcare billing are the professional qualities hcm seeks for our team.
The quality assurance analyst will interact with the operations team leads, management and staff concerning audit review results and coaching opportunitiesThey will assess the quality of the performance of our patient account representatives (call center agents) and ar recovery specialists who deal with our existing patientsThe quality assurance analyst will monitor inbound and outbound call responses to evaluate associate’s demeanor, technical accuracy, customer service performance, and conformity to company policies and proceduresThis role also assists in developing, creating and implementing call center quality processes and procedures, as well as making recommendations for enhancements to training materials as needed to enhance the overall hcm patient experience.
Responsibilities
Listen to and evaluate recorded patient interactions
Drive results toward great sounding interactions by engaging, motivating, and providing constructive feedback to patient account representatives (call center agents)
Uses quality monitoring data management system to compile and track performance at team and individual level.
Collaborate with cross-functional teams to ensure execution of ongoing skill development and training of patient account representatives and ar recovery specialists
Provides actionable data to various internal support groups as needed
Attend regular meetings with the quality team, trainers, and management team
Maintain great hcm quality standards
Ability to learn quickly and collaborate with ideas that improve the team, processes, and solutions.
Communicate with team members and management in a professional manner
Ensures employees have appropriate training and other resources to perform their jobs.
Participates in training and onboarding of new hires
Attend training for emr systems, required hipaa awareness training, cyber security awareness training, and continuous internal training programs
Comply with all guidelines, policies, and procedures to assure sensitive or confidential information is protected in accordance with the hipaa rules and regulations
Participates in design of call monitoring formats and quality standards
Performs call monitoring, provides trend data and feedback to call center team leaders and managers
Participates in call calibration sessions with management and staff
Requirements
Excellent verbal, written and interpersonal communication skills.
Outstanding customer service skills and dedication to providing exceptional customer care
Must be self-motivator and self-starter
Focus on quality and customer service
Exceptional listening and analytical skills
Solid time management skills
Must be able to effectively deal with people at all levels inside and outside of the company
Creative ability & writing proficiency
Ability to multitask and successfully operate in a fast-paced team environment
Must adapt well to change and successfully set and adjust priorities as needed
Proficiency in ms office and database software
