Quality Assurance Specialist - Patient Access Scheduling

Job Description

Job Description

Position Summary:

The Quality Assurance Specialist – Patient Access Scheduling is responsible for assessing and reporting the quality of performance of the Patient Access Representatives.

Compensation:

• $20.00 - $21.75 per hour

Qualifications:

• Required – High School Diploma; Preferred – bachelor’s degree
• Minimum three years prior experience in an appointment setting/customer service call center environment.
• Minimum 1 year experience 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

 

Key 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.

At FOI our goal is to provide our patients with world-class orthopedic care. 

Our mission of providing the best care encompasses not only the care the physician provides, but all medical and administrative aspects of the patients encounter with Florida Orthopaedic Institute (FOI) as well. Every staff member plays a vital role in this mission. We take pride in receiving the Patriot Award from the Department of Defense for the support that we give to National Guard and Reserve members who are employed by FOI. We are committed to encouraging a culture of inclusion reflective of the communities we serve, and we provide equal opportunity to all. Florida Orthopaedic Institute conforms to the spirit as well as to the letter of all applicable laws and regulations. 

 

What we offer: 

• Full time opportunities available, with room for career growth and advancement. 

• Excellent job security and stability, to promote an optimal work life balance. 

• Be part of this dynamic and growing high level Patient Access team! 

Orthopaedic Solutions Management is a Drug Free Workplace

We are committed to maintaining a safe, healthy, and productive work environment. As part of this commitment, we operate as a drug-free workplace. All candidates will be required to undergo pre-employment drug screening and/or be subject to random drug testing in accordance with applicable laws and company policy.